Does Quicken Use PureCloud as Technical Support for Customers?

JanetMcConnell

A couple of days ago I posted that I thought I was reaching out to Quicken support (via chat) and they were able to run a command on my laptop and asked for $600.

I'm trying to reach the official (legit) Quicken Support site but I kept being taken to PURECLOUD web chat. Is this legitimate or has Quicken been hacked?

Frankx

Hi @JanetMcConnell

Quicken Support uses PureCloud to facilitate its Chat function.  So that is ligit.

Frankx

Sherlock

Quicken Support does use Genesys's PureCloud portal to provide web chat.

Ps56k2

Quicken Paloma said:  https://www.quicken.com/support#contact-support

And... you never answered the question - about PureCloud -
which @Sherlock and @Frankx did...
YES - the Chat function is offloaded to PureCloud ...

Quicken Paloma

Hello @JanetMcConnell, 

Thank you for reaching out to Quicken Community. I apologize for the confusion. When contacting Quicken Support an agent will never charge for troubleshooting or for providing assistance. Additionally, Quicken agents do not have the ability to remotely run commands on your device(s). The only ability they have is to screen share with users if and when allowed. Again I apologize for the confusion. 

To contact Quicken Support via chat or phone please visit the link below. 

https://www.quicken.com/support#contact-support

Let us know of any questions or concerns. 

-Quicken Paloma 

Frankx

Hi @JanetMcConnell

Quicken Support uses PureCloud to facilitate its Chat function.  So that is ligit.

Frankx

Sherlock

Quicken Support does use Genesys's PureCloud portal to provide web chat.

Ps56k2

Quicken Paloma said:  https://www.quicken.com/support#contact-support

And... you never answered the question - about PureCloud -
which @Sherlock and @Frankx did...
YES - the Chat function is offloaded to PureCloud ...

JanetMcConnell

Thank you for the feedback Sherlock. When on the Quicken site and once the 'chat' option is selected the web address is:

apps.mypurecloud.com/webchat/popup/etc.

I searched Quicken for the keyword 'pure cloud' and found zero information. And all the info says to make sure you stay on the Quicken site. Quicken needs to provide instructions that it is okay to not stay on the site for support chats and mention pure cloud.

Thanks again.

Ps56k2

I agree - the Quicken website should inform the user that CHAT will happen over on PureCloud

Sherlock

JanetMcConnell said:

Thank you for the feedback Sherlock. When on the Quicken site and once the 'chat' option is selected the web address is:

apps.mypurecloud.com/webchat/popup/etc.

I searched Quicken for the keyword 'pure cloud' and found zero information. And all the info says to make sure you stay on the Quicken site. Quicken needs to provide instructions that it is okay to not stay on the site for support chats and mention pure cloud.

Thanks again.

Perhaps you should have tried searching for purecloud or mypurecloud.