Category Archives: Communications

Ever tried to get support from Intuit (maker of Quicken and Turbotax)?

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):

Intuit service woes. My end of a one-way communication
Intuit service woes. My end of a one-way communication

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.

 

Construction is set to begin on a $150 million-plus solar powered greenhouse in South Australia’s Port Augusta

John [jpratt27] has published an excellent summary of a new plan to develop a new solar-powered greenhouse in South Australia.  This plant will not only produce fresh vegetables but will also be used to desalinate water in a very arid region.  A few more details are needed about how the resulting salts will be dealt with, but the project looks very hopeful.

The Australian Academy of Science says man-made climate change is real.

Sorry about the original posting…I posted the comment on the article from my smart phone and it “corrected” my spelling to make my comment unintelligible. Here is what I meant to say.

It is sad that, because of ill  informed or ill intentioned climate change deniers, we are just now getting around to acknowledging formally that human activities are implemented in the changes to the global climate. The need to be “balanced” means that we have spent an inordinate amount of time defending the proven and discussing the ridiculous.  It is not time to move on to finding a solution to the problems.

But, better late than never.

jpratt27

The Australian Academy of Science says man-made climate change is real and the consequences will be dire if no action is taken to address it.

The academy, in an update to its science of climate change booklet produced in 2010, says its authoritative account of the science behind global warming will help counter confusion and misinformation.

The update is written and reviewed by 17 of Australia’s leading experts in a range of climate-related sciences.

Earth’s climate has changed over the past century. The atmosphere and oceans have warmed, sea levels have risen, and glaciers and ice sheets have decreased in size.

The best available evidence, the scientists say, indicates that greenhouse gas emissions from human activities are the main cause.

Chris Pash | businessinsider.com.au

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News Release: Annual Report: Privacy Commissioner emphasizes importance of online transparency – August 21, 2014

https://www.priv.gc.ca/media/nr-c/2014/nr-c_140821_e.asp

In an update to a previous post, as of last summer, the Privacy Commissioner of Canada was still working on the 168 complaints received about Bell Canada for its data collection and use policy.

Old fashioned telephone
Telephone

Stay tuned, it will be interesting to see what they finally come up with.