But what happens when language barriers get in the way?
I just hopped off the phone with two Quicken representatives and it was one of the most asinine customer support conversations I’ve had the displeasure of dealing with. The two people I spoke with couldn’t fully understand or comprehend what I was saying although I tried to explain the problem in five different ways (literally) and I could barely understand them with the heavy accent.
The second person I spoke with, who happened to be the floor manager, was actually being coached from someone in the background (who sounded suspiciously like the first gentleman I spoke with). Everything she said to me was whispered by the guy (like I couldn’t hear him) beforehand.
To think, this was the first time I tried to use Quicken and it blew up when I was adding my bank account information. Now it’s telling me that the program files are corrupt and I need to reinstall the software, however, they cannot provide me with a download link for it. If I want to have another download link, I need to “upgrade to the $99.95″ package and then she’ll send me a download link and CD.
Sometimes the ineptitude of some businesses astound me - Quicken lost a customer before it even really had one. Their customer service did nothing to help and was only successful in aggravating me (when I called, I was actually in a pleasant mood - figured it would be resolved in under 5 minutes — wrong).
I’ve used Microsoft Money for nearly 2 years without a single problem and I will stick with it, if for no other reason than never having to deal with the Quicken customer service again.
Tags: quicken, intuit, bad customer service, quicken sucks
May 26th, 2006 at 1:12 pm
I love my Microsoft Money!
even when it does whine at me for not paying off a bill in the order it thinks that I should
May 26th, 2006 at 1:18 pm
Same here Trisha.
I think Quicken choking when I was adding my banking info was a sign from God that it was crap anyway and I should stick with what I already know and love.
~ Teli
P.S. It nags at me about my bills too LOL
May 28th, 2006 at 7:09 am
You have my sympathies. I recently had to call a telecoms company’s technical support line; my query required a Yes/No response. This was to one of the UK’s largest communications providers. However, I quickly realised I’d been put through to an overseas call centre when the operator had trouble understanding even the most basic of things such as what my name was (it’s a simple western name like Jane or Sheila) never mind the intricacies of whether their broadband modem hardware was compatible with Mac OS 9.x — or not. 19 minutes later I hung up the phone in frustration without getting a definitive answer, and ended up writing a formal complaint to which I’ve never received a response (or even acknowledgement of).
Despite being unfruitful in my own complaint, I would suggest you follow this up formally via the post; maybe if more customers were to do so things might get shaken up a little. I know, for instance, that one of the country’s largest financial institutions is currently executing an ad campaign which highlights the feature of that they “run British call centres” as one of their bank accounts’ main benefits. So big businesses recognise that their customers aren’t happy with overseas service at times — and how will they know the level of dissatisfaction unless you inform them?
June 1st, 2006 at 8:54 pm
Good to note that Quicken support sucks. My money is heading to Microsoft Money.
August 6th, 2006 at 7:34 pm
MS Money 2006 Sucks
Been using it for years, upgraded from 2005 to 2006.
All my electronic payments with payee name{account 1} no longer will work with electronic payments.
I have 20 payees I can’t pay any more. They say they changed that in MS Money 2006.