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7/12/18: An update from our CEO, Eric Dunn

Here's a message from our CEO, Eric Dunn:
I’m Eric Dunn, the CEO of Quicken Inc., writing to give you a progress update on several topics including our Quicken ID conversion, bank connectivity, product quality improvements, Customer Care, and Quicken for mobile and web.
Quicken ID
Last summer I wrote about the final step towards independence as a standalone company: the change from Intuit’s login system to the Quicken ID. This change happened last fall. Overall, customers tell us it went smoothly. We did receive feedback that you were being asked to sign in too often. We have tuned the operation of the Quicken ID over the past few months so that the requests to sign in are considerably less frequent, while still providing strong security for your online activities. I hope you have seen the difference!
Connectivity and Bank Downloads
Another area where we are making improvements is in bank connectivity. Quicken currently accesses your financial institution data using a combination of two connection methods:Direct Connect and Express Web Connect (“EWC”, also called “Quicken Connect” on the Mac). We are now beginning to work with banks to use an improved version of EWC that leverages server-to-server connections using the banks’ own sign in systems, with the objective of providing secure, reliable downloads. We are deploying this with our first bank partner,Capital One, this month (see the details here.) Over time, we expect to see this approach used more widely, and I am optimistic that this will increase the reliability of data downloads to Quicken.
Quality
We are also focusing on product quality. With the shift to the membership model, we will continue to have new releases of Quicken each fall (Quicken 2019 coming soon!), but the improvements will already have been delivered to Members in our monthly releases (all members will always get the latest version of Quicken,including 2019 when available.) In addition, our emphasis, particularly on the more mature Windows platform, has shifted from new features to making existing functionality work better. Making Quicken work better involves smoothing out the user experience, improving performance (we have significantly sped up startup for Quicken for Mac and plan to do so for Quicken for Windows in the next few months), and, yes, fixing bugs. I believe this new approach has already enabled us to deliver the best Quicken versions ever, and we will continue to improve from here.
Customer Care
Although we hope that most customers won’t need to contact us for help with Quicken, if they do, we have a large and well-trained Customer Care team available to help. We support our customers out of call centers in three locations: Tucson, Arizona; Boise,Idaho; and Guatemala City, Guatemala. All of our agents are equipped with modern cloud-based support technology including screen-share for all supported versions of Quicken. With these capabilities, I am pleased to report that, in post-contact surveys, our customers tell us that we are currently providing the best-quality Care since we began these measurements almost a decade ago.
A special note about Care: please be aware that companies other than Quicken Inc. often advertise support for Quicken, including in Google searches, and charge high prices for what our customers tell us is poor service. Our own official Quicken care is available for FREE to every Quicken 2016, 2017 customer and subscription member (currently 2018) at www.quicken.com/support or (650) 250-1900.
What’s Next
Finally, a word about the future. We understand that getting it right with Quicken for Windows and Quicken for Mac is the top priority for most of our customers. But many of you have also told us that as your own use of technology shifts away from the desktop environment you need us to support new platforms. We’ve been working on this and building it in way that makes cloud sync optional, so that customers who only want to store their Quicken data on the desktop can continue to do so. At the end of this month we will release an all-new mobile app which works better, looks better, and does more than the existing app. We also have a Beta testing progress on a web-based companion app, with functionality similar to the mobile app. Our Beta testers tell us that it’s a winner! We plan to release it to all Quicken Members later this year.
As you can see, we have been busy. Our goal as a company is to make the experience of being a Quicken member great. We’ve made progress; there’s more to do; we will keep working on it! If you have feedback for us, I encourage you to provide feedback to this thread in our community.
Thank you for being a loyal customer!

Quicken Kathryn
Community Administrator
Community Administrator
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Comments
I'm a user of Quicken way back to the darned near DOS days - using the Windows version these days. I'm a Home Builder/Semi IT guy.
I can say that with a few blips along the way, your efforts to take Quicken from the less supported Intuit days to now are a real improvement. Quicken languished for too long under Intuit - IMHO. Certainly saved me having to learn Money.
I use Quicken for my personal and small company stuff, and Q-books for the major two businesses. My primary areas of frustration aren't the standard banking and credit unions downloads. Your team is getting that done. It is the credit card groups. I constantly have to manually update various card accounts instead of getting them to work easily in a clean one step update. The online computer help works well for my purposes-the people work is a bit hit and miss.
In general your team gets a 95% from this long time Quicken user. Keep up the great work.
OldTimer
The investment numbers in the Portfolio view are OK but far from adequate. PLEASE PLEASE PLEASE replicate your INVESTMENT PERFORMANCE REPORT from your Windows version to the Mac version. It is perfect and exactly what I need. Since moving from PC to Mac I have been unable to PROPERLY track the performance of my investments. When I discovered this I tried migrating back to Windows but found that the investment account do not port; so I am stuck.
I have no idea why an INVESTMENT PERFORMANCE REPORT is not at the top of your priorities.
Thank you.
David
Right-click on the Installer and left-click Run as Administrator to install.
Windows 10 Pro 32 & 64-Bit Build 21322.1000
also Windows 10 Pro 64-Bit Build 19042.804
Note: Product What's New in Quicken is grayed out.. Also Year is stuck on 2020 and Copyright Date is stuck 2018 in About Quicken.
View: https://community.quicken.com/discussion/7859218/work-with-copies-of-your-actual-quicken-data-files/p1?new=1
https://getsatisfaction.com/quickencommunity/topics/bill-notifications-return-after-entering?utm_sou...
I'm sure you're aware that experiences like these lead to an unhappy customer base and bad reviews (of which I've written a few). I'd like to be able to go back to those and revise them with positive outcomes but I have yet to be able to do that. I hope that it happens before I find an alternative.
As any long time user of Quicken knows, your products and upgrades are released with little quality testing, and rely on your customer to alert you to the problem. Invariably your "Customer Care" feigns ignorance of the issue and blames someone else. This same thing happened in the Password Deletion Issue caused by an upgrade to an earlier Quicken version: initial denial of responsibility, inference of user error, then finally heralding a fix (which restored my access and transactions but still lost all the expense/income categorization history that made those transactions meaningful).
My advice to fellow users: back-up your data constantly, expect Quicken to not work as it did, then wait for the self-congratulatory fix!
Another desired feature would be the ability to share Quicken in the household e.g with my wife on her pc so we can both use it. It is not really feasible at this time.
Customer care was useless and I have given up in frustration after 20 years of using Quicken.
Martin Seligman
I am a dissatisfied QM user. I was happy with QW but so much functionality missing the Mac version and I cannot migrate back.
Intuit are deaf to my requests to bring the Investment Performance Report over from QW to QM. So after 25 years as a Quicken user, its tome to look for an alternative.
I was a 5-year Quicken user who ceased using the product at the end of 2017 and have since opted to use Intuit Quickbooks for small business instead. What started as a test trial has led me to realize that I am willing to pay more for less functionality as long as ALL the functionality is available via the cloud. So many businesses and individuals are moving away from self-hosted solutions and I feel that the first personal finance software that truly requires zero local installation will dominate the market.
My question is whether Quicken users who have remained loyal to the product for years can ever expect a full-feature cloud solution that would not require any sort of installation on a local device? Having a cloud based application is great as you stated in your e-mail, but if functionality will be limited to what we have seen on mobile applications I feel this is not much to get excited about. Is this a direction that Quicken is moving towards in the long term?
Thank you,
Andrew