So I use Quicken 2011 for my business. I have several accounts that were updating automatically just fine for months. Then one day all of my accounts for just one bank stopped downloading. I figured it was a connection issue and ignored it for a while. Then I got distracted and forgot about it for a bit.
Today I attempted to get everything current. No love. So I look thru the help files. Nothing useful except the statement that if this continues to occur for several consecutive days contact support. I click on the contact support only to be taken to more help files on the web. I can't find a way to contact a live person. Brilliant.
Are you familiar the phrase "below the fold"? It means when a webpage has content below where the user's screen will display by default forcing them scroll down to see it. For a long time it was thought to be the kiss of death to an online offer if the buy button was "below the fold". In this instance the Contact Us button with "right of the fold". I had to scroll to the right to see it. Silly me, I expected the contact us button inside the help interface to be immediately visible!
Well after finding the chat button I click it and nothing happens. Turns out the chat doesn't seem to work in the browser used by Quicken Help. More brilliance. So I manually copy the URL to Chrome and start up a chat window there. An hour later I'm told the problem is on their end and that I'll get an email requesting 2 log files. Once I send them the files someone will look into it but it could be a while before the problem is fixed. Sorry for the inconvenience. (Do they have a special button on customer service reps keyboards that types out a random variation on that phrase at a single keystroke?)
I get the email, attach the logs, and reply. Then I'm told that's no good because I'm responding from a different email address then the one the problem was created under. And for security purposes they need me to update an account on their system to allow this email address to work. Well I don't have an account on their system so I create one. I just keep getting the automated response so I eventually break down and start another chat.
My first request is to have the issue escalated so I can let them know what I think of how this issue been handled. They refuse despite my repeatedly requesting an escalation. Eventually, the log files are passed to customer service via the chat window. Why didn't the original customer service rep ask me to do that? Too easy I guess.
The one thing common to all of the bad customer service experiences I've had is their profuse apologizing so it led me to an idea. I have a new metric for the geniuses that head up customer service depts - the # of apologies offered per word typed by the customer service rep. If it is greater than 1 per 100 words typed then the customer will leave the support session angry.
Today I attempted to get everything current. No love. So I look thru the help files. Nothing useful except the statement that if this continues to occur for several consecutive days contact support. I click on the contact support only to be taken to more help files on the web. I can't find a way to contact a live person. Brilliant.
Are you familiar the phrase "below the fold"? It means when a webpage has content below where the user's screen will display by default forcing them scroll down to see it. For a long time it was thought to be the kiss of death to an online offer if the buy button was "below the fold". In this instance the Contact Us button with "right of the fold". I had to scroll to the right to see it. Silly me, I expected the contact us button inside the help interface to be immediately visible!
Well after finding the chat button I click it and nothing happens. Turns out the chat doesn't seem to work in the browser used by Quicken Help. More brilliance. So I manually copy the URL to Chrome and start up a chat window there. An hour later I'm told the problem is on their end and that I'll get an email requesting 2 log files. Once I send them the files someone will look into it but it could be a while before the problem is fixed. Sorry for the inconvenience. (Do they have a special button on customer service reps keyboards that types out a random variation on that phrase at a single keystroke?)
I get the email, attach the logs, and reply. Then I'm told that's no good because I'm responding from a different email address then the one the problem was created under. And for security purposes they need me to update an account on their system to allow this email address to work. Well I don't have an account on their system so I create one. I just keep getting the automated response so I eventually break down and start another chat.
My first request is to have the issue escalated so I can let them know what I think of how this issue been handled. They refuse despite my repeatedly requesting an escalation. Eventually, the log files are passed to customer service via the chat window. Why didn't the original customer service rep ask me to do that? Too easy I guess.
The one thing common to all of the bad customer service experiences I've had is their profuse apologizing so it led me to an idea. I have a new metric for the geniuses that head up customer service depts - the # of apologies offered per word typed by the customer service rep. If it is greater than 1 per 100 words typed then the customer will leave the support session angry.
