Folks want free support. There’s nothing wrong with wanting free. I want free. Everyone wants free!
But for QuickBooks, I think there are some particular reasons people want and often expect free support:
1. For most users, QuickBooks is pretty inexpensive software, and people want inexpensive (free!) support to go with it.
2. Free is quite attractive to small businesses or nonprofits who are struggling to keep their heads above water in a tough economy.
3. There’s often a do-it-yourself ethos with QuickBooks. I’m going to save money by doing it myself — it’s easy, right?! If you can write a check, you can do your own books with QuickBooks! And when you (almost) do it yourself, it’s supposed to be free.
To be sure, we have a free QuickBooks Forum where tens of thousands of questions and problems have been asked and answered. It’s free, no strings attached.
And Twitter is a place for limited free support. Limited, because it’s difficult to ask and answer questions in just 140 characters.
The Intuit Community is a free support resource.
Otherwise, support doesn’t come free. And there’s a good reason for that…the people providing the support have to make a living at what they do. Our forums are amazing because there are a lot of members who volunteer their time to help other people out. I am so impressed with the altruism of our members.
But if you want to talk to someone now to resolve your QuickBooks problem, whether it’s at QuickbooksUsers.com or elsewhere, well, that someone has to make a living. Don’t we all!
How do you feel about paying (or being paid) for software support?