Customer service, anyone?
At some point, the marketing geniuses at Intuit decided to change their services such that Quicken 2002 would no longer work with them. This essentially forces users of Quicken 2002 into upgrading to Quicken 2005. I'm not a big fan of extortion, but I rationalized "Hey, maybe it's time to upgrade anyway." So I ordered Quicken 2005 off of their website on January 14th. They supposedly shipped it on January 18th. When I still hadn't received it last week, I called customer "service". After speaking to Jack and Jenny (both had thick Indian accents - any guesses as to where Intuit farms out its customer service?), I was told to call back if I hadn't received it in two days. I called Intuit this morning. Twenty minutes ago, to be precise. I'm still on hold listening to music that would make John Tesh projectile vomit. Every once in a while, a voice intones "Your call is important to us. Please stay on the line, and it will be answered in the order it was received."
Okay, they finally picked up! After a total of twenty-five minutes on hold, I'm speaking with Roger (another Indian accent - something tells me that Intuit's call center ain't in Kansas anymore). He took my order number about two minutes ago, and is off apparently searching through endless rows of filing cabinets.
Aha! He found it, and he agrees that I did, in fact, order Quicken 2005, and that Intuit does, in fact, have $44.81 of my money and I have nothing from them.
On hold again. Roger said it would take him four minutes to cancel the old order and enter a new one. He's got my credit card number, and is currently waiting in line to use the one computer that all of the customer service agents share. C'mon Intuit - Roger seems like a nice enough guy - he's helping me out - get the man his own computer!
Four minutes and counting. Roger must be stuck behind a really slow typist.
Six minutes! It's done, and Intuit in their endless generosity will ship it by UPS Second Day Air. I'm told I'll receive it in three to four business days. "Second Day Air" = "three to four business days". I don't get it, but then again, I was never really good at math...
posted by robsv @ 12:47 PM
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I have to comment on your post about Intuit's Quicken 2005 software! I too was forced to upgrade from 2002. I completed the transaction in January, my account was billed, the software arrived and then I was re-billed in March. I spent over 30 minutes this morning talking to "Travis Banks" and "Andy Morrison" (both with heavy Indian accents) regarding the double billing. They insisted that they couldn't help me without me providing my "complete" CC number. I wasn't comfortable doing that; obviously they should have access to that since they were looking at my account and purchase record! When I was placed on hold, I managed to over-hear two other customer service conversations, was transferred to someones personal answering machine, and when speaking to Travis surprisingly starting hearing conversations with another person (at the same time!). Travis tried to reassure me that my information was secure, but really...how secure is it if I was hearing other conversations regarding other customer accounts? I asked where they were located and was told India. When asked if Travis was his birth name, he insisted that it was.....REALLY? I find that HARD to believe!
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