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Enough With The Useless Enterprise Software Upgrades







Enough With The Useless Enterprise
Software Upgrades

Enough With The Useless Enterprise
Software Upgrades
07/09/2004 11:41 AM

For Techdirt Corporate Intelligence, we've used Quickbooks to keep track of our bookkeeping. It's a decent, though not spectacular program. We bought a copy of Quickbooks Pro 2001 about the time it came out and have used it ever since. There was never any reason to upgrade, because the product worked fine as is, and none of the upgrade features were worthwhile. Our accountant, always looking for ways that we can save money, specifically recommended that there was absolutely no good reason to upgrade. However, at the end of April, Intuit "sunset" the product. This is fair. It makes sense for a company to eventually stop supporting old products. What is not fair, is that the product suddenly lost features because of this. We weren't worried about it being sunset, because we had never needed support from Intuit. However, starting in May, when we went to email out our customer invoices, the software said that it could no longer send emails because the product was sunset and we needed to upgrade. In other words, they didn't just sunset support for the product, they sunset features of the product and held our invoices ransom until we would pay for an upgrade. I called up Intuit and was told repeatedly that they needed to do this in order to give "the best support possible." I explained repeatedly that I understood the need to sunset support of products, but could not understand the need to sunset features that worked the day before. I had been a happy Intuit customer until the day they decided to hold my invoices for ransom, and now I was being forced to upgrade. The Intuit customer service rep promised to "escalate" the issue, and insisted I would hear back within a week. "Within a week" apparently means "never" to people at Intuit. Over at News.com, Charles Cooper is noting that companies are increasingly tired of the forced enterprise software upgrade path, which only helps the enterprise software company. He points out that these companies are reaching a point where they're simply not going to accept it any more, and software vendors need to realize this -- or someone else is going to come along who does things better. In the meantime, does anyone know of a good alternative to Quickbooks? So far, investigations into their main competitors suggest every one is just as bad. It's no fun going with the best of a terrible group. There must be a better solution out there, and if there isn't, shouldn't that represent an opportunity for someone to do things right?




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