Lots of people want instant phone and email support, which we don't provide. It's a business decision, based on 100 reasons why. Yesterday I was at a clients that aptly illustrates one of the reason's why.
A client called about having me look at his WA State B&O report, and past returns. He didn't trust the report his bookkeeper was giving him, wasn't sure if he was filing correctly, and wanted to know if he should amend past returns? The bookkeeper was pretty upset at me for not doing this as a tech support call. Lots of drama.
The client turned out to be right on all fronts. The bookkeeper's numbers were correct, but QuickBooks wasn't putting the numbers in the right place on the Salestax Liability Report because of how she had learned to use the software. On invoices that didn't have salestax, she was leaving that space blank, instead of putting in "non". In a million years, she would have never asked that, nor would I have imagined that was the problem with the report. While I was there, I got on the phone with the Dept of Revenue and clarified how he should file and what codes he should use. I verified that past returns were 'good enough'. And left the bookkeeper notes and reports so that she could do this correctly in the future.
With visual access to QuickBooks, access to the client or bookkeeper, and a block of time, I have yet to find a QuickBooks problem I can't solve, sometimes with the help of Intuit Tech Phone Support, which I pay handsomely for. So if you need phone support, Intuit can provide it to you too.