How to Use Intuit's Product Support System to Troubleshoot QuickBooks 2011

People not only want specific, step-by-step information about how to use QuickBooks 2011; they also want troubleshooting advice. They want techniques and tactics that they can use to solve the inevitable problems that they encounter while using QuickBooks in real-life settings.

You can usually find the information in the QuickBooks Help file; choose Help→QuickBooks Help to display the QuickBooks Help window. Click the Search tab and then enter the word or phrase that you want to look up.

Another really good resource for troubleshooting is Intuit's product-support Web site for QuickBooks. This Web site, available at http://support.quickbooks.com or by choosing Help→Support within QuickBooks, is a rich database of troubleshooting information.

You can also get direct product support in a variety of other ways:

  • Live support: You can call a real person at Intuit and get personalized help. Intuit offers several different support plans, and the cost varies depending on the plan you choose. The number you call depends on which version of QuickBooks you're using. To see an overview of the different QuickBooks support plans, as well as their prices and phone numbers, poke around the QuickBooks Web site.

    The QuickBooks phone support may be free if you call with an installation problem, an upgrade problem, or a software bug. However, Intuit defines the term software bug very narrowly. What you may think of as software bugs may not be software bugs to the Intuit support person.

  • Premium support plan: You can sign up for a premium support plan that gives you unlimited phone support for about $350 a year and then call a real person at Intuit. (This annual fee changes, so check the Web site for up-to-date pricing information.) Premium support represents a pretty good investment. If you make more than one phone support call a year, you can probably save money with the premium support plan because a single support call can easily last an hour and can become very pricey.

  • Professional advisor: You can contact a QuickBooks professional advisor via the QuickBooks Web site. In a nutshell, QuickBooks professional advisors are just people (often accountants and consultants) who pay Intuit to be listed on the QuickBooks product-support Web site. (Some of these people also take a test and pay extra money to be listed as "certified" advisors.) You pay these professional advisors their usual consulting fees. To contact a QuickBooks professional advisor, visit http://proadvisor.intuit.com/referral/.

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