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Intuit Complaint - Intuit suggests I buy another PC to fix their software! - Quicken 2009 and Home Inventory
Quicken 2009 and Home Inventory - Complaint
I purchased a new version of Quicken's Home Inventory Manager, and after a painless installation, the program has not been working correctly. I contacted Quicken support. They referred me to a different support team for Home Inventory Manager. Fine. I go there and leave an email (the only support choice).
Here is the snippet of my problem description: "there seems to be two different versions of home inventory manager on my machine - the newer one is in the Start menu. The older one is started by the quicken program (if the newer one is not running). The newer one does not appear to update the Quicken Home inventory account. I am running Windows Vista, and Quicken 2009"
I received a response within 24 hours requesting version numbers of the software I was running and my VISTA machine. Provided that info.
24 hours later I am given a procedure to essentially unistall the new Home Inventory program and reinstall. I follow the procedure - which was accurate, and the same problem exists.
Another 24 hours, and I am given another procedure, this time uninstall both programs completely, and reinstall in Windows Safe Mode. OK, I added a day or two of delay, but after doing this, the programs had the same problem.
So far - about 3 hours of my time, installing, uninstalling, rebooting. Nothing. After reporting this, I receive a new ticket as the space on the prior ticket has run out, and I must re-input my problem. This is where it gets good. 24 hours later, I get this response: "Thank you for contacting Quicken Home Inventory Manager.
[name redacted], I appreciate your effort. Since we have tried all steps and the issue persists. These steps resolve such issues. It seems that there is a conflict between the program and the computer. In order to check the same, I would request you to try to install the program on a different machine and check if it works. Please let me know, what happens in the new machine. Respectfully, Archana"
I replied it would probably be a year or two until I bought a new machine!
Someone explain the logic behind this.
Here is the snippet of my problem description: "there seems to be two different versions of home inventory manager on my machine - the newer one is in the Start menu. The older one is started by the quicken program (if the newer one is not running). The newer one does not appear to update the Quicken Home inventory account. I am running Windows Vista, and Quicken 2009"
I received a response within 24 hours requesting version numbers of the software I was running and my VISTA machine. Provided that info.
24 hours later I am given a procedure to essentially unistall the new Home Inventory program and reinstall. I follow the procedure - which was accurate, and the same problem exists.
Another 24 hours, and I am given another procedure, this time uninstall both programs completely, and reinstall in Windows Safe Mode. OK, I added a day or two of delay, but after doing this, the programs had the same problem.
So far - about 3 hours of my time, installing, uninstalling, rebooting. Nothing. After reporting this, I receive a new ticket as the space on the prior ticket has run out, and I must re-input my problem. This is where it gets good. 24 hours later, I get this response: "Thank you for contacting Quicken Home Inventory Manager.
[name redacted], I appreciate your effort. Since we have tried all steps and the issue persists. These steps resolve such issues. It seems that there is a conflict between the program and the computer. In order to check the same, I would request you to try to install the program on a different machine and check if it works. Please let me know, what happens in the new machine. Respectfully, Archana"
I replied it would probably be a year or two until I bought a new machine!
Someone explain the logic behind this.
Comments:
Posted by KenPopcorn on 2009-09-25:
I don't see where they are asking you to buy anything. They asked you if it works on a different machine. Many households have mulitple computers, and it not your own, how about a friend? I think the point of the exercise it to try and identify whether it is hardware or software related. Not an unreasonable request, and you'd appreciate it a great deal more if you ever did support.
For instance, they might be wondering how, if you completely removed both versions and only reinstalled one, you could still be running two versions. Matter of fact, I wondered that myself.
For instance, they might be wondering how, if you completely removed both versions and only reinstalled one, you could still be running two versions. Matter of fact, I wondered that myself.
Posted by jktshff1 on 2009-09-25:
I've had to do that with some software to verify some issues before. No big deal. Maybe you have a friend that you could install/uninstall to verify the issues.
Good luck
Good luck
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