I have used Quicken (by Intuit) since the mid ’90s. I have purchased a new version each year as a new one became available (usually when I bought my tax software from them) so that I would always be up-to-date.
Generally, I have been pleased with the software but over the years the service has varied from OK to abysmal. At the moment, it seems on the Abysmal end.
My current problem is that when I try to download my bank transactions, Quicken pops up and says that I have to log into my online account before it will let me open the downloaded transactions. Why is this an issue you ask? It is an issue to me because I cannot be sure that Intuit isn’t getting me to log into their site so that they can play man-in-the-middle with my financial transactions. It is unlikely, but it is not outside the realm of possibility.
This issue is, in all likelihood, just a bug in a new patch for the 2016 software as it only started happening recently, but there is no way to tell and the information on their support site is dreadful. I do know that one version of the software (which I assume to be the American version because the documentation on the support site refers to $US) has had a similar bug because there is a patch for that bug on the support site…one that won’t install on my Canadian version of the package.
When self-help didn’t work, I was left with no choice but to ask Intuit for help. When you go to the Intuit support site you are given the option of phoning or chatting with them. The estimated wait time for calling is always about twice as long as the chat time…which means that most users would opt for the chat support. In my case the estimated wait time for chat support was 25 minutes – which is not acceptable, but what can you do? So I waited.
Here is a screen capture of my end of a one-way communication with Quicken (you can tell that I was a bit peeved when I started the chat session and things got worse from there):
So this is where we have arrived in 2016. Companies sell software that they don’t completely support or pretend to support by putting in chat sessions or phone support with unacceptable wait times (while this is bad, it isn’t as bad as companies that hide their telephone support behind circular voice messaging options that always end up leading you to recorded messages, but that is for another rant on another day).
What do you think? Should companies be able to take us for granted? In your mind, is this an acceptable level of service? Bear in mind that the software is generally pretty good save for this new bug.
So, I am now up to 1 hour and 28 minutes “Waiting for an agent…” and I would like to know:
Would you buy a product from Intuit?
Stay tuned for my next poor service story for software support or inadequate software design. As for me, I am going to end the chat session and have a beer.