Quicken Inc.

Complaint: ***I am rejecting this response because:See the attachment for my complete statementSincerely,*** ***

Please see attached business response

Please see attached additional information from the business

Complaint: ***I am rejecting this response because:The company says they are still trying to find a solutionIf that is truly the case, I want them to continueI do feel it would be appropriate for them to provide an honest progress updatePlease read my attached detailed comments regarding the lack of progress to date.Sincerely,*** ***

Please see attached business additional information

Complaint: ***I am rejecting this response because Quicken sells
software with an expiration date. The entire concept is poor business. You either have to purchase new software with a new expiration date or go somewhere else. As a result, Quicken will eventually lose all financial software business as people catch on. Sad.Sincerely,*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** J*** I received a call from *** this afternoonI showed him what was wrong with the four accountsHe tried
to fix one of the accounts but was not successfulHe is escalating case # *** to a higher levelI will not accept this response as a resolutionUntil all four accounts are working properly for a period of time and no other accounts have problems, I do not consider this problem resolvedThese are not isolated problemsFurthermore,requiring customers to wait up to an hour on hold to get to a technical support person is unreasonableIf this company is going to sell software, it needs to be prepared to support it

Please see the attached file

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However, as of this response, I have not yet received the refund check since it will
take at least business days to arrive. I will accept this resolution in good faith. Your prompt assistance in resolving this matter is deeply appreciated
Sincerely,
*** ***

Revdex.com:The issue caused by the latest update from Quicken has been resolved with the help of email support. The Office Of The President responded to this complaint that everything was resolved even before I had a chance to try their fix. Then protested when I didn't accept? That might be the way customer service is done overseas, but in the US we like to take care of our customers
Quicken has a poor history of releasing updates that are nor ready and results in unnecessary down time for the end user. I request they take extra time to be sure their updates work before releasing them
Sincerely, *** ***

Complaint: ***I am rejecting this response because: I got two phone calls that were minutes apart I then got an email requesting when they should try and contact me and what time is convenient I told them before Pacific time but never
got a return phone call I'm not sure what type of help they feel they have provided to resolve this complaint? From my point of view their update destroyed a perfectly working system and they have so far provided zero help resolving the issue.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
However, the exact same response was given a little over a year ago.
Sincerely,
*** ***

Complaint: [redacted]I am rejecting this response because:See the attachment for my complete statement.Sincerely,[redacted]

Please see the attached, updated PDF.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11751781, and find that this resolution is satisfactory to me. Sincerely, David Gaither

Complaint: [redacted]I am rejecting this response because:
Please see attached consumer response.Sincerely,[redacted]

Complaint: [redacted]I worked with [redacted] in Quicken's Office of the President for several hours last week on April 25th, 26th and 27th trying several possible solutions none of which worked. [redacted] frequently took screen captures of the results which I assumed he shared with in house technicians. I did not hear anything on the 28th. I received the following message today, May 1st and responded that I could be available at their convenience. From: [redacted] [mailto:[redacted]] On Behalf Of [redacted].com Sent: Monday, May 1, 2017 10:56 AM To[redacted] Subject: RE: Quicken Support [ ref:_[redacted]:ref ] Hi Mr. [redacted], When will you be available for to further troubleshoot on this issue with connectivity? Will you be available tomorrow for a call? I have the connectivity team involved on this and I am asking if they can join us on the call. Thanks [redacted] Quicken ref:_[redacted]:ref I responded at 11:52 AM that my schedule is open. I sent a follow-up message at 1:15 PM asking [redacted] to please respond by the end of the day so I know what to expect before tomorrow. I have not heard anything back. Sincerely,[redacted]

Please see the updated, attached response.

Complaint: [redacted]I am not rejecting this response but just adding additional info:   They did contact me by email and phone.  I emailed back same day with the documents showing the error and the transcript of the hour long conversation with their...

customer service previously.  The person that emailed, [redacted] a generic customer service phone number rather than a direct number.  I did call that back today and was on hold for over 13 minutes before I hung up.   I emailed him again and asked for a direct number to call.
Attached for reference are the documents I sent to Quicken on Wednesday.
Sincerely,Laura Smith

Complaint: [redacted]I am rejecting this response because:I have attempted to schedule a call with them several times, per their request, and they have failed to respond timely or confirm a scheduled call at all.  Remember, this started with an hour long event with customer service and since filing this complaint they have not responded timely at all .  First attempt to schedule was via email at 10:52 a.m. on 3/9 requesting a call at 3:30 that same afternoon and no response at all until 3/12.  I was unavailable that day but did again attempt to schedule via email sent 3/14 at 8:20 a.m. and no response until 3/15 at 9:35 a.m. I again responded at 10:46 on 3/16 and have no response at all as of this writing. 
I am not available at their convenience and have wasted too much of my time trying to work with their customer service.  That they are unable to be available to do their job  in a timely fashion and respond within a few hours is unacceptable.  At this time I am requesting a refund of the software purchase price since I am unable to use it and have to use another solution in order to prepare my data for my accountant to do my taxes.Sincerely,[redacted]