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In this issue: Five new Sales Source posts on Inc.com and a customer support nightmare that I had to share or my head was gonna burst open with frustration.
On a more serious note: if you're a subscriber to this newsletter, I will critique your message for free. (If you've sent me one and I haven't got back to me, please resend it. I get about 300 emails a day and sometimes I miss things.)
CAN YOU TOP THIS SUPPORT NIGHTMARE?
Cybersecurity experts recommend that you change your passwords every two months or so. Excellent advice, certainly, unless you're using Intuit Quicken.
Appended is the 90 minute online chat I had with Intuit support after I made a simple attempt to change my password. Highlights:
- Multiple "change your password" emails.
- Downloading and installing a "Mondo Patch Update." Any program that needs a "Mondo Patch Update" hasn't been programmed correctly in the first place.
- Downloading 2 special uninstall tools, thereby confirming that Quicken doesn't really know how to uninstall itself.
- A complete reinstall of Quicken 2016.
- See the final line for the chat for the real kicker.
Printable chat history
Geoffrey James
Fredrick A
1/28/2016 1:23:30 p.m.
Thank you for contacting Quicken.
1:23:32 p.m.
Hello, my name is Fredrick A. Please allow me a moment to review your comment and I will be happy to assist you shortly.
Fredrick A
1:23:42 p.m.
Thank you for patiently waiting on queue. We are experiencing heavy volume of contacts today but don’t worry, I'd be happy to assist you as quickly as I can.
Hi! how are you doing today?
Geoffrey James
1:24:25 p.m.
Irritated that a simple action like changing a password should involve a service call. But I won't take my frustration out on you, don't worry.
Fredrick A
1:24:50 p.m.
I understand how frustrating the situation you have right now, but I will do my best to make things better for you today.
Geoffrey James
1:25:36 p.m.
Right now I'm at about 5 minutes into a 15 minute lock up.
Fredrick A
1:25:42 p.m.
Just to clarify, you're not able to log in to Quicken software?
Geoffrey James
1:26:02 p.m.
Yes.
Fredrick A
1:26:20 p.m.
Don’t worry, I will do my best to assist you with this issue
Geoffrey James
1:27:02 p.m.
I attempted the change the password using the "forgot password" function on the login screen. I received the email, clicked on the link, changed the password. Now I can't login using either the new or old passworld.
Fredrick A
1:27:23 p.m.
Can you please provide me your Intuit email, I will send you password reset via email.
Geoffrey James
1:27:36 p.m.
zettlenew@aol.com
Fredrick A
1:29:05 p.m.
Thanks! can you please verify to your username?
1:29:31 p.m.
Please check your email for password reset
Geoffrey James
1:29:51 p.m.
hang on.
1:29:59 p.m.
I believe that the user name is the same as the email.
Fredrick A
1:30:16 p.m.
Thanks!
1:30:34 p.m.
Please check your email for password reset
Geoffrey James
1:30:56 p.m.
No new email yet. Just the previous one and the previous confirmation.
1:31:14 p.m.
Got it.
Fredrick A
1:31:26 p.m.
Great!
1:31:38 p.m.
Please reset your password.
Geoffrey James
1:31:42 p.m.
I'll try a new password\
Fredrick A
1:31:52 p.m.
Yes, please
Geoffrey James
1:33:21 p.m.
Ok. I now sent me to your webpage.
1:33:41 p.m.
Should I click on Quicken?
Fredrick A
1:33:49 p.m.
Yes, please
Geoffrey James
1:34:53 p.m.
I didn't accept the password and it is saying it will be unavailable for 15 minutes.
1:35:17 p.m.
I did not make a typing error. I was very careful and had another person watching me type the password.
Fredrick A
1:36:27 p.m.
Can you please go to File menu>>>File operation>>find Quicken file
1:37:19 p.m.
Please try to restore any file.
Geoffrey James
1:37:27 p.m.
OK
Fredrick A
1:37:55 p.m.
Thank you for patience and cooperation.
Geoffrey James
1:37:57 p.m.
It is asking for a password.
Fredrick A
1:38:17 p.m.
It is asking for Intuit password?
Geoffrey James
1:38:45 p.m.
Yes. It is saying Enter Intuit ID Password.
Fredrick A
1:39:04 p.m.
Please enter your Intuit password.
Geoffrey James
1:39:30 p.m.
Same message.
Fredrick A
1:40:00 p.m.
* I apologize for the inconvenience that this has caused you.
Geoffrey James
1:40:14 p.m.
You don't know the half of it.
Fredrick A
1:40:44 p.m.
Can you please go to File menu>>>File operation>>validate and repair>>validate file
Geoffrey James
1:41:52 p.m.
No errors.
1:42:14 p.m.
Perhaps I'm trying to open the wrong file. Let me check to see is that's the same file.
Fredrick A
1:42:24 p.m.
Yes, please
Geoffrey James
1:42:56 p.m.
Same message
1:43:12 p.m.
Might be because still unavailable though
1:43:30 p.m.
Says it needs 6 more minutes.
Fredrick A
1:43:50 p.m.
Please close your Quicken software and download the mondo patch update
1:43:52 p.m.
Quicken.Intuit.com/support/help/Quicken-update-files/GEN82197.html
1:44:16 p.m.
This one : Quicken.Intuit.com/support/help/Quicken-2016-for-windows-release-notes--updates--and-mondo-patch/GEN87358.html
Geoffrey James
1:45:08 p.m.
I click on "Mondo Patch Update"?
Fredrick A
1:45:30 p.m.
Yes, please download the patch
Geoffrey James
1:47:00 p.m.
downloaded
1:47:04 p.m.
run?>
Fredrick A
1:47:14 p.m.
Please run it
Geoffrey James
1:48:03 p.m.
start Quicken?
Fredrick A
1:48:43 p.m.
Yes, please
Geoffrey James
1:49:15 p.m.
ok we're back at enter Intuit password
1:49:48 p.m.
Shall I try it?
Fredrick A
1:49:59 p.m.
Alright, do you see sign in with different user ID?
Geoffrey James
1:50:18 p.m.
No.
Fredrick A
1:50:37 p.m.
Thank you for clarifying.
1:50:53 p.m.
Can we try to log in again
Geoffrey James
1:51:21 p.m.
Same message.
1:51:39 p.m.
Back to 15 minutes.
Fredrick A
1:52:33 p.m.
Sorry to know that, would that be okay if uninstall your Quicken software?
Geoffrey James
1:53:17 p.m.
Is that really the only thing to do now? Because getting the software installed initially was a real pain.
Fredrick A
1:54:33 p.m.
Yes, that only thing we can do.
Geoffrey James
1:54:33 p.m.
You have no idea how awful this is. I was just trying to change the password so it would be more secure. Frankly, reinstalling sounds desperate.
Fredrick A
1:56:23 p.m.
I'm very sorry I will try to reset again your password
Geoffrey James
1:56:51 p.m.
I have the install disks.
1:57:07 p.m.
Walk me through this.
Fredrick A
1:57:39 p.m.
Yes, I will guide you
1:57:59 p.m.
Please download it first:
1:58:00 p.m.
Quicken.Intuit.com/support/help/downloading--installing--upgrading-and-converting/using-qcleanui-to-uninstall-Quicken/GEN82227.html
Geoffrey James
1:58:01 p.m.
I'm on the uninstall dialog.
Fredrick A
1:58:27 p.m.
Please download the QcleanUI and msiClean.
Geoffrey James
1:59:00 p.m.
I have done so.
1:59:32 p.m.
Now what?
Fredrick A
2:00:07 p.m.
Just to clarify, have you run also the QcleanUI?
Geoffrey James
2:00:32 p.m.
I have not done anything. What do you want me to do first.
2:00:48 p.m.
I have not uninstalled, nor run either of those programs.
2:00:58 p.m.
Please walk me through the correct order.
Fredrick A
2:01:29 p.m.
Alright, do you have a back up of your Quicken data file?
Geoffrey James
2:01:55 p.m.
How can I back it up if I can't get into Quicken? Do you mean make a copy of it?
Fredrick A
2:02:39 p.m.
Yes, please to make sure you have a back up.
Geoffrey James
2:03:11 p.m.
what is the file extension so I can find the right copy.
Fredrick A
2:03:39 p.m.
the file extension is . QDF
Geoffrey James
2:04:35 p.m.
searching
Fredrick A
2:05:11 p.m.
Okay
Geoffrey James
2:06:51 p.m.
I have made a copy of that file.
2:07:05 p.m.
Shall we run a verify on it to make sure it's the right one?
Fredrick A
2:07:21 p.m.
Yes, please
Geoffrey James
2:07:51 p.m.
It validates QDF: No errors.
Fredrick A
2:08:03 p.m.
Good job!
Geoffrey James
2:08:23 p.m.
What next?
Fredrick A
2:08:43 p.m.
Now we can proceed to uninstall you Quicken software.
Geoffrey James
2:08:57 p.m.
Install first then run those two programs?
Fredrick A
2:09:16 p.m.
Please run the Qcleanui
Geoffrey James
2:10:08 p.m.
OK. There are three choices: ALL Choose a version Clean Installed
2:10:16 p.m.
Which one?
Fredrick A
2:10:36 p.m.
Please choose clean all
Geoffrey James
2:11:58 p.m.
OK. It went all the way back to 1997.
2:12:12 p.m.
Now what?
Fredrick A
2:12:39 p.m.
Just to clarify it is already uninstall?
Geoffrey James
2:13:15 p.m.
I have not uninstalled anything by hand. THe Quicken cleaner says "Uninstallation completed"
2:13:27 p.m.
I am only doing EXACTLY what you tell me to do. I am not forging ahead.
2:13:51 p.m.
So far I have 1) made a copy of the QDF file and 2) run the cleaner program.
2:13:53 p.m.
What now.
Fredrick A
2:14:07 p.m.
Alright, please insert your Quicken Cd to the CD drive
Geoffrey James
2:14:33 p.m.
OK
Fredrick A
2:15:15 p.m.
Alright, please let me know.
Geoffrey James
2:15:29 p.m.
Inserted. It's the "Premier" version.
Fredrick A
2:15:49 p.m.
Please press windows key + E
Geoffrey James
2:16:15 p.m.
It shows up there but ins't automatically starting.
Fredrick A
2:16:54 p.m.
Please right click on the cd drive>>run
Geoffrey James
2:17:16 p.m.
It doing the install dialog now.
2:17:30 p.m.
Its installing.
Fredrick A
2:17:36 p.m.
Alright, please keep me posted
2:20:41 p.m.
By the way, George. Where are you located at?
Geoffrey James
2:21:29 p.m.
California
Fredrick A
2:22:05 p.m.
Wow! I wish I can go there one day.
2:23:56 p.m.
How was the progress of the installation?
Geoffrey James
2:27:05 p.m.
Its now updating.
Fredrick A
2:27:45 p.m.
Alright, good to know that.
Geoffrey James
2:28:17 p.m.
It says successfully installed.
Fredrick A
2:28:31 p.m.
Perfect!
2:28:37 p.m.
Please open it.
Geoffrey James
2:28:51 p.m.
It has now launched and is asking the password.
2:29:03 p.m.
Why do I feel a sense of impending doom?
2:29:26 p.m.
Should I enter the password or should we try another reset first"?
Fredrick A
2:29:43 p.m.
Sorry to know that, we will reset it first
Geoffrey James
2:30:09 p.m.
OK. Send me the link.
Fredrick A
2:30:33 p.m.
Alright,
2:31:17 p.m.
Kindly check your email
Geoffrey James
2:32:35 p.m.
Ok, I've attempted to the reset. However, there's a little window that's appeared
Fredrick A
2:33:23 p.m.
I see, may I know what is message there?
Geoffrey James
2:33:56 p.m.
I asked to remember tghe password but said something like "no user name" in the top window. It had a blacked in dots for password.
Fredrick A
2:34:40 p.m.
Alright, may I know what is your username in Quicken?
Geoffrey James
2:34:42 p.m.
I cannot see it now.
2:35:05 p.m.
As far as I know, the Quicken name is the same as the email.
Fredrick A
2:35:26 p.m.
Thank you for clarifying.
Geoffrey James
2:35:50 p.m.
Also, when the login screen came up, it hesitated for a moment on a screen that had both user name and password, then switched over to one that just had a password field.
Fredrick A
2:35:51 p.m.
Please try to reset your password. please access your email.
Geoffrey James
2:36:16 p.m.
OK. Try again, you mean?
Fredrick A
2:36:16 p.m.
Is it password vault?
2:36:24 p.m.
Yes, please
Geoffrey James
2:36:35 p.m.
I don't know. What is password vault?
Fredrick A
2:37:16 p.m.
It is serve as your master key for your bank password.
Geoffrey James
2:39:38 p.m.
ok. that little window came up again and I entered the User ID and the new password and then hit "update" the window then disappeared. There is now a passowrd update page that says "your confirmation ID is incorrect or has expired."
2:40:31 p.m.
I do not beleive this computer uses a password vault. All passwords are entered manually or remembered in a browser.
Fredrick A
2:41:05 p.m.
Sorry to know that, would that be okay if we screen sharing to further assist you?
Geoffrey James
2:41:29 p.m.
Yes. But let's see if the new password works first. OK?
Fredrick A
2:41:55 p.m.
Yes, I understand
Geoffrey James
2:44:13 p.m.
Well, this time entering the password got me to a new page "Sign-in with your Intuit ID." I entered the ID and the new password and now nothing is happening.
Fredrick A
2:45:07 p.m.
Would that be okay if we screen sharing to further assist you?
Geoffrey James
2:45:13 p.m.
OK
Fredrick A
2:45:27 p.m.
Do you have mozilla firefox browser
Geoffrey James
2:45:33 p.m.
yes
Fredrick A
2:46:33 p.m.
Alright, please copy and paste this link to url of Quicken: www.Quicken.com/share
Geoffrey James
2:47:47 p.m.
Its requiring a java install. Hang on.
Fredrick A
2:48:23 p.m.
Alright.
Geoffrey James
2:49:33 p.m.
It wants to me to close the browser.
Fredrick A
2:50:11 p.m.
Please close reopen your firefox browser
Geoffrey James
2:50:37 p.m.
That will make this window go away. Can we use a different browser?
Fredrick A
2:51:13 p.m.
Sorry we can't use other browser
Geoffrey James
2:52:11 p.m.
Yup. SO now what?
2:52:34 p.m.
Is there a way I can close this window and get back in the queue without waiting?
Fredrick A
2:53:34 p.m.
No, I may suggest that you try to contact phone support for further assistance?
********
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Portrait photo by Liz Linder.
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