QB forced update last week for Desktop and Enterprise Customers
QuickBooks Customer Survey Response - Issues with QB Enterprise 2024 Forced Update on Wednesday, July 30th, 2025
Survey Response: Overall Experience
As long-time QuickBooks customers, we are extremely disappointed with the recent forced update that has rendered QB virtually unusable due to severe performance issues.
Impact on Our Business:
- QB is now so slow we cannot effectively work in the system
- Lost over 7 hours of productivity across multiple support calls (3.5 hours today, 3+ hours yesterday on two separate calls)
- Business operations are being significantly disrupted
Support Experience Issues: Your representative initially blamed our system and suggested we needed software updates, despite our high-end equipment and current software. Only after extensive troubleshooting did he acknowledge our systems were not the problem. While he was trying to help, it's clear this is a widespread issue affecting many customers.
Core Problem: You forced an upgrade on customers that was not adequately tested. When an issue is impacting enough customers to generate the volume of calls you're receiving, the solution should be fixing the problem at the source, not having each customer spend hours on individual support calls.
Immediate Needs:
- We are actively seeking a QB consultant to help navigate this crisis
- We need an update/fix released ASAP
- This level of disruption is completely unacceptable for business-critical software
We expect QuickBooks to take immediate action to resolve this system-wide performance issue and prevent similar forced, inadequately-tested updates in the future.
Why the agent could not resolve the issue:
The agent (Ian) did not initially understand that this was a widespread issue stemming from Wednesday's forced update. He was genuinely trying to help and would have continued working with me, but after 3.5 hours I had to end the call to handle other urgent business matters.
We wasted significant time troubleshooting our systems and trying to get applications like Glace to work properly. I had to bring my IT team into the process during the call.
To be clear: I have no issue with agemt personally - he was doing his best to assist. My problem is with Intuit for releasing a forced update that wasn't properly tested and is causing widespread performance issues. The support team appears to lack awareness that this is a system-wide problem affecting many customers, not isolated individual issues.
When I have time, I plan to post about this experience publicly, joining the many other frustrated customers I've seen sharing similar stories online.
The agent couldn't resolve the issue because this requires a fix from Intuit, not individual customer troubleshooting.
What could have been done differently:
- Don't force an update when it's not ready - The fundamental issue is pushing out a mandatory update that clearly wasn't properly tested and vetted.
- Honest communication from support - I would have been much better off if the agent had simply told me upfront that a fix was coming and advised me to wait rather than spending 3.5 hours troubleshooting a problem that can't be fixed at the customer level.
- Provide a rollback option - My original request was to roll back the update to where I was before this forced change. This should have been offered as an immediate solution while you work on fixing the update issues.
- System-wide awareness - It's Intuit's fault for not informing all support agents about this widespread issue. Support staff are being put in impossible positions, trying to solve individual cases of what is clearly a company-wide problem stemming from the forced update. Agents should have been briefed about the widespread performance issues so they could provide accurate information to customers instead of wasting hours on futile troubleshooting.
- Better testing protocols - Implement more thorough testing before forcing updates on your entire customer base, especially for business-critical software that companies depend on daily.
A simple "We're aware of performance issues with the recent update and are working on a fix - we'll notify you when it's available" would have saved hours of everyone's time and prevented significant business disruption.