Sunday, February 15, 2009

Quicken Customer Support

no_quickenI've been using Quicken® financial software since 1983--version 1. During this time, I've upgraded to the latest version when they've made the decision to quit supporting what they refer to as "legacy products," i.e. "we ain't makin' it anymore and we're not supporting it either."

The latest version I have is Quicken Basic 2006. A couple of weeks ago I received a letter informing me of yet another available upgrade and that they would no longer be supporting my current version of the program after April of this year.

I've got quite a few years invested in Quicken and I enjoyed the simplicity of the program in its early stages, but lately it seems they (Intuit) are bent on adding all kinds of features that I really don't need, then forcing me to upgrade in order to keep having the privilege of Customer Support.

But see, here's the thing: over the years, their Customer Support has really gone downhill. It stinks, actually! The last two encounters I've had with Intuit/Quicken Customer Support have been horrible. On hold, waiting on "supervisors," and attempting to understand the broken English of the support person--it'll drive you NUTS!

So a while back, I noticed a bug in program. The following email and Quicken's response speaks for itself. Does anyone else see the irony?

My original email to Quicken

At some point, the date for one of my transaction groups changed (exactly one month ahead) and now I can't edit it. I can override the date right before I write the transactions to the ledger, but the date continues to be a month off.

Apparently this is a problem many Quicken users are facing since I have seen this "bug" discussed on several user groups/blogs.

While I'm at it, I also resent the recent decision to abandon Quicken Basic and force me to upgrade to a version that I really have no use for. I have used Quicken since Version 1. In fact, after installing that version from a 5 1/4" floppy, I had a question and called customer support. Scott Cook himself answered the phone. He was articulate, spoke fluent English and was able to solve my problem in a very timely matter. Now when I call Quicken, my call is transferred to some boiler room in Damoh India (or similar location) where I am forced to interact with an individual that barely speaks English as a second language!

My most recent frustration was in ordering wallet style checks. I was shocked to discover the price was over $75 for only 250 checks! And you didn't get the order right. I'm done. I will continue to use Quicken as I always have--an electronic checkbook ledger. My bank offers online bill pay, so I don't need your checks. When the day arrives my current copy of Quicken will no longer install or run, I'll find something else.

Thanks Mr. Cook for what was once a useful product. Your customer service department however, has suffered because of your success.

One who formerly sang the praises of Quicken,
Keith Whitfield

Quicken's Response

Thank you for contacting Quicken Customer Care.

Keith, we sincerely apologize for the inconvenience and frustration that you have recently experienced. We strive to provide the best possible customer service.

Thank you very much for your feedback. We will pass this along to the correct department, so that, it may help in improving our services in the future.

If you wish to provide feedback in the future, please refer to our feedback page on our support site, located in: https://quicken.custhelp.com/cgi-bin/quicken.cfg/php/enduser/site_fdbck_all.php?lid=site_banner

Sincerely,
Mohit Sharma
Quicken Customer Care

16 comments:

Teri said...

I AGREE! Customer support has no answers, and for that we wait for hours...sometimes days for promised return calls that never come.

The checks came in at triple the cost and do not work in my printer!

I rarely have called support over my 10-15 years of using Quicken, but am also done! Will use on-line plus hand written checks for the few I do.

Keith said...

Teri: Thanks for stopping by. I have since abandoned the "quicken checks" and pay 95% of my bills online through my bank's FREE online bill pay. Couple of clicks and I'm done. I right maybe three checks a month now.

I need to find a good online checkbook program that isn't Quicken--I'm so fed up with them I refuse to use their products.

Ironically, I was asked to interview for a job at Intuit several years ago. Maybe I would have gotten better service if I worked there.

James said...

I see I'm not alone in being really upset with Quicken's so-called
customer support. There is no live person to talk to. Instead I find long lists of answers absolutely irrelevant to the question I typed in. And how tiresome it is slogging through their very tedious directions, and even more tiresome trying to make sense out of their instructions on how to make "sreenshots"(screenshots of what?-I'm only asking a question, not taking an art course) in which you are asked to pass through many steps and convoluted twists and turns just to ask a seemingly simple question (in my case I want to know why Quicken will not accept the customer ID's I use to access my accounts at Chase bank which Quicken says is one of the institutions it can connect with). Brother!! If I can't get through to these people in the next couple of centuries I'm going to take the software right back to where I bought it. If word of mouth is the best form of advertising, I would say, until I'm persuaded to think differently, forget Quicken and get yourself a good calculator.

Keith said...

James: I'm still using Quicken Basic 2006. They've dropped support for the product, but big deal. What have I lost?

teksondemand said...

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teksondemand said...

Unhappy with the support Quicken has provided you? We can help!

We're TeksOnDemand and we provide quick, comprehensive, U.S. based technical support 24/7 from Quicken experts. The fastest way to resolve your problem now is simply to call us now at 1-800-843-8357 for a free estimate. However, if you'd like to do a bit of research first, check us out at http://www.teksondemand.com/content/intuit-quicken , or www.facebook.com/teksondemand , or www.twitter.com/teksondemand. Thank you.

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