Customer service not great

Scarecrow

My recent customer service experience was pretty lousy. I have spent a couple of days trying to rectify my accounts after transferring them from a PC to a Mac. The transfer was a mess, but it was worth it to avoid having to continue using a PC. However, I realized a few days later that the data from one bank account didn't transfer completely. I was missing about 17 years' worth of data. Every other account was transferred just fine, but this one savings account did not.

My customer service person told me the data was probably corrupted and I could do nothing except keep both computers to maintain the data. I asked to escalate the issue because I was pretty sure he was wrong. He told me that I was made aware that some data might be lost and, therefore, there was no reason to escalate the issue; there was nothing he could do.

Well, I didn't believe he was correct, so I tried to retransfer the data, and the savings account fully transferred this time. I had to merge the separate folders and delete the duplicate accounts, but I now have all my data. I was pretty sure it wasn't corrupted; I just needed to figure out how to get from one computer to the other.

So clearly, this guys didn't know what he was talking about and had I been able to escalate the issue to someone else higher up the food chain I probabaly could have gotten to this solution sooner.

It was a very disappointing experience.

Quicken Jasmine

Hello @Scarecrow,

I am sorry for the experience that you had with Quicken Support. I am reviewing the interaction now and will send it over to my team so that this employee may have further coaching.

Thank you for reaching out about this!

rgatze

I have also just had the worst experience with support. I explained my problem and was denied support with no explanation other than to state "We do not support Windows 7". I have been using Windows 7 still for other reasons and use Quicken Classic almost daily. No attempt to remedy or trouble shooting was done. Terrible... the support name was Aaron.

I would upload the chat file but you do not allow plain text files for some reason.

Quicken Anja

Hello @rgatze,

We appreciate you letting us know, though I am sorry to hear that you did not have a good experience with support.

I was able to find the ticket (#11470664) for the interaction and will pass it along to our support management team for further review.

Thank you!