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Quicken Technical Support - NOT!

Here is a series of e-mails between myself and Quicken:

ME: I have two credit card accounts with Bank Of America (All other states). I had them both set to download. One of them stopped working. When I checked I saw that the account number in Quicken had been changed to the last four digits of the account. I clicked on change online services. Remove from one step update. I then put in the correct account number and pressed active online services. I entered the customer id and password and pressed Next. First I got an error message saying the product was not enabled. When I closed that box I got a prompt to answer a security question which I did. Quicken connected and then I got a box saying you are setting up the following accounts. Under Account Type it said Credit Card, (xxxx) where xxxx was the last four digits of the account. It also showed the account name from Quicken. I pressed and the Account Number in Quicken was changed from sixteen digits to the last four digits of the account. The download summary then said that error CC-506 had occurred.

How do I get around this bug in Quicken?

QUICKEN TECHNICAL SUPPORT: , if I understand your issue correctly you are not able to use online services from your financial institution due to error code CC 506.

I am happy to help you out with that, in this concern I would request you to please visit the following web link to get more information and resolve this issue -

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54129138 [Note: the link is to a web page that addresses CC-506 errors -- it doesn't address my problem]

ME: The account that has the problem did not have any transactions last month so there is nothing to download. Besides the problem is that Quicken is changing the account number from 16 digits to 4 digits. That is a bug. Tell me how to stop Quicken from changing the account number.

QUICKEN TECHNICAL SUPPORT: , I do understand your concern and would like to inform you that Intuit does not have access to this information. Financial institutions provide Personal Identification Numbers (PIN) when you apply for online services. This information can be given by your financial institution so I would request you to please contact it with your financial institution.

ME: I assume this was a response from a poorly programmed bot. Nowhere in any of my correspondence did I say I did not have my PIN. I hope the bot is smart enough to give this email chain to a human that can read and understand English.

There is a bug in Quicken that replaces the 16 digit account number in a credit card account with the last 4 digits of the account number during the on-line setup process. Can I make that any clearer? Then it says it can't find the account it is downloading.

QUICKEN TECHNICAL SUPPORT: , I do understand your concern and would suggest you to please open your automatic backup file. Quicken makes a historical copy of your data every seven days and stores these copies in the Quicken/BACKUP folder.

When naming backups, Quicken assigns the same name as your data file, followed by a number. For example, if your data file is named QDATA, Quicken names the most recent copy QDATA1. When Quicken creates a new backup, it renumbers the other backups so that the most recent copy is always QDATA1 and the oldest one is deleted.

Please follow the steps given below to open the automatic backup file ?

To restore a backup from the Quicken Backup directory:

  1. From the Quicken File menu, choose Restore Backup File.
  2. In the Select Restore Drive window, choose the drive letter where the backup directory is located, and then click OK.
  3. Open the Backup directory, and then select the file to restore.
  4. Click OK to the File restore successfully message.

The file will have been restored to the directory that the backup directory was located in and will have the same file name as the backup. For example, if the file you restored was C:\Quickenw\Backup\Qdata1, the new file will be C:\Quickenw\Qdata1. To open the file, choose Open from the File menu.

ME: Are these responses generated on a random basis because they have nothing to do with my problem. I never mentioned backup. Please give this to a human that understands written English.

QUICKEN TECHNICAL SUPPORT: , I believe that we can best handle this issue via telephonic conversation. I would request you to schedule a time between 5 AM PST to 5 PM PST on Monday to Friday and please visit the following web link to setup a call back arrange ? The support person call you within

10 minutes.

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============================================================= Every time I try to get Quicken Technical support to help with a bug in Quicken I wind up in an extended exchange of emails that always end with a request for a telephone call. Unfortunately, usually I am not home between 8:00 EST and 8:00 PM EST. (I was home early once and contacted Quicken's telephone support. The person that took the call had no idea what he was talking about..)

I would not recommend Quicken to anyone looking to start using a financial management software package. The only reason I continue to use it is it has all of my data locked up and no easy way to port it to another product. I feel like a serf that once every three years has to pay tribute and knows that all they will get in return are lashes from a whip. Being forced to upgrade would be bad enough but each new version comes with an increasing number of bug.

Reply to
Stewart Berman
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I think the problem is not that Quicken Support is manned by bots but manned by people to whom English is not their native language. I have gotten as equally bad tech support especially when it comes to the broken attachment feature in Quicken which they refuse to acknowledge even exists. I have to save everything as a PDF file if I want multiple attachments. The person I wrote to (if it was a person, sometimes even I think it might be a poorly written AI program) but I have dealt with enough off-shore tech support to recognize language barrier problems. Also when you farm out tech support, the tech staff really don't know anything about the product. They have a script of "PAT" answers with which they look up based on keywords in your problem. If it's a real person responding it might as well be a computer for all the help they are.

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Reply to
Mark R. Cusumano

I'm running Q2008P (Vista Ultimate), I don't have the problem with attachments as described. I can attach two jpeg images plus a PDF at both the transaction level and account level. Saves fine, reopens and displays fine. However I am pulling in previously saved files - not a copy from the clipboard or directly from a scanner. In very rare instances I have more then one attachment and when I do usually do not add them at the same time.

Also, I do have problems with Bank of America downloads - I just gave up after a year of them sometime working and sometimes not. I am not certain that switching the Account Number in the Account Set-up is necessarily a problem. They might be doing this for security reasons. I have other accounts with other FI that do the same thing and Express Web Connect works fine.

Oilcan

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Reply to
Oilcan

That's the crux of the problem, not only with Quicken but most major software companies today. Take Microsoft for example. I can remember when , not that long ago really, I was on the phone with MS tech support, can't remember which OS it was regarding, I think it was Win95. Anyways, talked to a guy in Redmond, in an office in the MS complex, he was very helpful, stayed on with me till the problem was resolved. Man, I miss those kind of days.

To tell you the truth, it has been some time since I have even bothered with calling tech support for most anything. I tend to use the newsgroups, website forums, google searches, etc. Takes some time at times, but inevitable I end up finding the answer I need, without the type of frustration mentioned below.

Don

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Reply to
Don B

This reminded me of a problem I had with Microsoft Streets and Trips 2008. I telephoned technical support and spoke to someone in India who I could barely understand because of his accent. He worked with me for about 30 minutes and finally said he had to do some research and get back to me. He did get back and transferred me to someone else who was even worse. I gave up trying to use the program. Much to my amazement, a couple of weeks later I got an email from Microsoft asking where I purchased the program and how much I paid for it so that they could refund me since they were unable to fix the problem. About a month later a check for $35.99 arrived.

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Reply to
Robert Cheney

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Your problem is that Quicken no longer recognizes one of your BOA accounts.

The solution, as stated in the link you provided, is to "to update the accounts from your financial institution's Web site."

Your assumption that the problem resides only within the Quicken software was predicated on the observation you made that Quicken shows only the last four digits of your sixteen digit account. There may be any number of reasons for that, including the possibility that your Financial Institution, BoA, may mask the display of the first twelve digits.

In any case, going to the BoA website should solve your problem.

On the BoA website, open your account and initiate downloading into Quicken. It is important that you initiate the download THROUGH THE BOA WEBSITE.

If Quicken cannot find the appropriate account (because it cannot match to the information currently in the program) Quicken will ask if you want to create a new, or use an existing, account.

Select the account to download to.

Post back if you continue to have problems.

Reply to
L

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You should be able to go through Quicken to add the account. I just added an new ID and account from BoA without any problems. I was prompted to select which accounts I wanted to add. The accounts all had names like Checking-xxxx, savings-xxxx. You have to know which account you want to select. It was added into Quicken using the full account name.

Another thing to note, the first time I accessed this account it asked me for the passcode. I would suggest that you are able to access the account online so that you know that your id/password/passcode all work properly.

Reply to
Laura

I'm running 2008 Deluxe on Vista Home Premium and even though I can attach 2 jpeg images I can only view the first one. There is no menu on the left hand pane.

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Reply to
Mark R. Cusumano

The reason I posted the email exchange was not to find a solution -- if you read the entire chain you will see that there isn't any because web connect only works if there are transactions to download -- it doesn't work if you have an inactive account -- it doesn't download just a zero balance.

The reason I posted the email exchange was to point out that Quicken is not supported. The support was out sourced to folks that (1) do not read or write English -- if you read carefully you will see that the responses from Quicken are stock phrases pasted into the response without understanding -- and (2) that there isn't an review of the email exchanges by management.

Now I do not know if this was deliberate -- >> Here is a series of e-mails between myself and Quicken:

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Reply to
Stewart Berman

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