Consider this a tangent in my overall effort to bitch about service. Here's a simple website that MOSTLY has it right. I probably think too much.
I happen to be lucky enough that my hair looks the same no matter who cuts it or how. I might as well go cheap.
I've gone to Great Clips. It's fast and under $20. They don't make appointments, but refer you to their online checkin service. One nice thing about it is that they show you how long you'll need to wait. In the past, I've been able to look and decide to check in later.
That shows an understanding that my time is valuable and they give me the information to decide. Overall, the site is good.
There are two curiosities. You can't make future appointments, but can check in, "Now." If I'm ready "now," I'd be there. I still have to get in my car and drive there. If I were there, there'd be no reason to check in online.
The other is that when you make an appointment, you give your name, phone and the "number of guests." I'm not sure why I find this odd. Certainly, I've seen parents come in with several kids.
Thursday, March 24, 2016
Where did I put my Crystal Ball, E-Trade?
I opened up an account with E-Trade a few weeks back. The site said I'd hear back within a day.
A week later, I get a message that there was a problem and it asked me to call a phone number. The voice mail system kept asking for an account number (I don't have one yet) and giving me all sorts of options that were irrelevant, but I managed to get through to customer service.
I was told I needed to provide identification, including Social Security Card and Driver's License.
Why didn't they ask when I applied?
Why didn't they tell me that was the problem? (Just where IS my crystal ball?)
I ask if I can email them. "No" I have to use their online system. I went online, scanned my documents and uploaded them. I "proofed" them online. They were clear.
Two weeks go by. I heard nothing.
I called to find out what the delay was. I'm told one document was unclear. (It's clear and sent in the highest resolution....I'm looking at the file now.) But ok.
Why didn't you contact me and tell me? No Answer. (Damn, I keep forgetting to check my crystal ball).
But you can email it. (Uh, two weeks ago I couldn't.) I was told to take a picture with my phone, email it to his boss with instructions to forward it to him. He says it can be opened as soon as they get it. I email it. Two days go by and I heard nothing. By the way, I sent a copy of this blog to the manager thinking he might be interested in what the experience was like. Never heard from him.
Two days later, I call again. I'm told my account was open.
Why didn't you notify me? He responded that they posted a message in my secure mailbox at ETrade. Every other system that uses internal mail for security at least sends me a notification that I've got mail.
I asked why I didn't get notified. He said they don't do that. They think that if I have a problem I need to keep following up on it to see if it's resolved.
Do you believe that?
What if there are security issues with my account? What if my stocks take a nose dive? Will they tell me?
Now I've been holding onto two checks that I've wanted to deposit. I log on. I see I can mail them and it will take 5-8 days. I can also upload them electronically, but ONLY from my phone. (Gosh, I guess I should have studied harder in E-Trade customer school to know how to do business with them.)
If I can send it through my phone, why not my computer? I've been doing that for years with different banks.
So, I download their software on my phone. It asks if I want to get push messages from them? (What would these messages be if they don't tell me about account problems? Just ads?
I get logged in and set it up. I click on the option to send a check electronically. It tells me I can only do that after 90 days.
I can now electronically send these to my account, then set up a transfer to send it to them, asssuming they allow me to do that.
If I were asking for technical support or research or they owed me money, I could see them pushing me off to the side. (Though that would be wrong.) But I'm trying to open an account and put MY money into it. They spend millions advertising to get people to do that. So why is this SO difficult? Why force me to jump through hoops?
It seems that they don't care about communicating or setting up new accounts. Makes me wonder what will happen if there is a mistake.
A week later, I get a message that there was a problem and it asked me to call a phone number. The voice mail system kept asking for an account number (I don't have one yet) and giving me all sorts of options that were irrelevant, but I managed to get through to customer service.
I was told I needed to provide identification, including Social Security Card and Driver's License.
Why didn't they ask when I applied?
Why didn't they tell me that was the problem? (Just where IS my crystal ball?)
I ask if I can email them. "No" I have to use their online system. I went online, scanned my documents and uploaded them. I "proofed" them online. They were clear.
Two weeks go by. I heard nothing.
I called to find out what the delay was. I'm told one document was unclear. (It's clear and sent in the highest resolution....I'm looking at the file now.) But ok.
Why didn't you contact me and tell me? No Answer. (Damn, I keep forgetting to check my crystal ball).
But you can email it. (Uh, two weeks ago I couldn't.) I was told to take a picture with my phone, email it to his boss with instructions to forward it to him. He says it can be opened as soon as they get it. I email it. Two days go by and I heard nothing. By the way, I sent a copy of this blog to the manager thinking he might be interested in what the experience was like. Never heard from him.
Two days later, I call again. I'm told my account was open.
Why didn't you notify me? He responded that they posted a message in my secure mailbox at ETrade. Every other system that uses internal mail for security at least sends me a notification that I've got mail.
I asked why I didn't get notified. He said they don't do that. They think that if I have a problem I need to keep following up on it to see if it's resolved.
Do you believe that?
What if there are security issues with my account? What if my stocks take a nose dive? Will they tell me?
Now I've been holding onto two checks that I've wanted to deposit. I log on. I see I can mail them and it will take 5-8 days. I can also upload them electronically, but ONLY from my phone. (Gosh, I guess I should have studied harder in E-Trade customer school to know how to do business with them.)
If I can send it through my phone, why not my computer? I've been doing that for years with different banks.
So, I download their software on my phone. It asks if I want to get push messages from them? (What would these messages be if they don't tell me about account problems? Just ads?
I get logged in and set it up. I click on the option to send a check electronically. It tells me I can only do that after 90 days.
I can now electronically send these to my account, then set up a transfer to send it to them, asssuming they allow me to do that.
If I were asking for technical support or research or they owed me money, I could see them pushing me off to the side. (Though that would be wrong.) But I'm trying to open an account and put MY money into it. They spend millions advertising to get people to do that. So why is this SO difficult? Why force me to jump through hoops?
It seems that they don't care about communicating or setting up new accounts. Makes me wonder what will happen if there is a mistake.
Friday, March 11, 2016
Jump through these hoops, please
I received a letter from the Office of Personnel Management of the US Government. My information, in addition to thousands of others, had been hacked. (Let's hope the same security system is not used on our missile sites.) They promised that we could have credit monitoring to take care of this.
Most would agree. If you f* up, fix it. Fix it quickly. And make sure you don't f* up the repair. And since citizens were now faced the danger of identity theft, make sure you don't punish the victims.
But OPM doesn't understand.
The letter has me log onto a website and enter a 25 digit number. It didn't accept it. I did this three times, each time getting an "Invalid PIN" error. Did this mean I screwed up? Did someone get my PIN and already apply?
There was a phone number to call. I called, and someone said that thousands of PINS were invalid. He then told me to call ANOTHER number.
(He actually said "PIN Number." That's "Personal Identification Number Number." Perhaps from the Department of Redundancy Department?)
I called the next number and went through a phone tree. One option was the "Invalid PIN." I selected that. The woman who answered the phone asked why I called.
Most would agree. If you f* up, fix it. Fix it quickly. And make sure you don't f* up the repair. And since citizens were now faced the danger of identity theft, make sure you don't punish the victims.
But OPM doesn't understand.
The letter has me log onto a website and enter a 25 digit number. It didn't accept it. I did this three times, each time getting an "Invalid PIN" error. Did this mean I screwed up? Did someone get my PIN and already apply?
There was a phone number to call. I called, and someone said that thousands of PINS were invalid. He then told me to call ANOTHER number.
(He actually said "PIN Number." That's "Personal Identification Number Number." Perhaps from the Department of Redundancy Department?)
I called the next number and went through a phone tree. One option was the "Invalid PIN." I selected that. The woman who answered the phone asked why I called.
She proceeded to ask several questions, and required that I read and re-read the 25 digit number to her several times and have her read it back to me. She then read multiple "statements" (blame the lawyers) word for word and I had to state that I understood them.
Finally, she said I'd get a NEW letter with a NEW Pin in 2-4 weeks. Uh, the technology exists to press a "submit" number and have a letter generated immediately.
Better yet, it's now over 13 weeks and still no letter.
Better yet, it's now over 13 weeks and still no letter.
So, let's ask a few questions.
- Why not sign people up automatically?
- Why in the world would I need a 25 digit PIN?
- Your system knew I had the wrong PIN (due to your error). So it had to compare my PIN to my Social Security Number. You had my address on file. So you should have:
- Known WHO was sent bad PINs. You should have sent a new letter as soon as you knew there was a problem.
- Allowed me to generate a new PIN myself, sent to the address on file.
- Why tell me to call a phone number when it wasn't the correct one?
- Why not transfer me to the right group rather than have me call a new number?
- If I select "BAD PIN" from the menu, why ask why I called?
- If I'm already in danger of identity theft, why are you sending out letters in a 2-4 week period AFTER I'm trying to sign up and find you sent me the wrong PIN?
- And why haven't I gotten the PIN after over two months?
So the way the OPM treats the (potential) victims of their f* up, was to place the onus on the (potential) victims to initiate protection. Then, make the process dysfunctional and complicated. Then once people go through the Process to fix the broken Process to fix the security leak, drop the ball.
Why do I have this image of a cat playing with a mouse?
Why do I have this image of a cat playing with a mouse?
Wednesday, March 9, 2016
Intuit/Quicken
I have used Quicken for over 20 years. I used earlier versions for the PC and have used Quickbooks. There were problems, but things got fixed.
I worked for a company that used Quickbooks Point of Sale. Intuit should be sued for Fraud for selling this product. The basic information one needs: How many in stock, How much is that stock worth, How many did I sell, and What was the value of the sales were correct randomly. After months on the phone trying to find out why Historical Valuation didn't work, one of their Value Added Resellers told me there was a bug and the information wasn't correct. (Let me just tell that to the IRS.) The company didn't acknowledge it. Those are just the highlights.
Skip ahead a year. I'd not purchased Quicken for MAC as it did not do basic things such as download transactions from the bank. Their new version did and I purchased it. As with any new program there are sometimes problems figuring out how to do something.
There is a page showing investments. There are two options: Transaction view (each buy and sell) and Portfolio View (how many shares of each and how much).
When I clicked on Portfolio View, the option to print was grayed out. You can read the entire text of the conversation below. After an hour and a half with tech support, and being told to create a backup, uninstall, reinstall (which was an older version), upgrade and restore the backup, the answer was to do do Print Screens.
Yes. The program doesn't a simple report. But worse, tech support had me jump through hoops for over an hour, and never admitted the software couldn't do it.
It's annoying enough that Tech Support is obsequious and formal, "I will be happy to help you. Let me see if I have this correct instead of just answering the question.
I provide the full text below. I have removed my name from the dialog.
I worked for a company that used Quickbooks Point of Sale. Intuit should be sued for Fraud for selling this product. The basic information one needs: How many in stock, How much is that stock worth, How many did I sell, and What was the value of the sales were correct randomly. After months on the phone trying to find out why Historical Valuation didn't work, one of their Value Added Resellers told me there was a bug and the information wasn't correct. (Let me just tell that to the IRS.) The company didn't acknowledge it. Those are just the highlights.
Skip ahead a year. I'd not purchased Quicken for MAC as it did not do basic things such as download transactions from the bank. Their new version did and I purchased it. As with any new program there are sometimes problems figuring out how to do something.
There is a page showing investments. There are two options: Transaction view (each buy and sell) and Portfolio View (how many shares of each and how much).
When I clicked on Portfolio View, the option to print was grayed out. You can read the entire text of the conversation below. After an hour and a half with tech support, and being told to create a backup, uninstall, reinstall (which was an older version), upgrade and restore the backup, the answer was to do do Print Screens.
Yes. The program doesn't a simple report. But worse, tech support had me jump through hoops for over an hour, and never admitted the software couldn't do it.
It's annoying enough that Tech Support is obsequious and formal, "I will be happy to help you. Let me see if I have this correct instead of just answering the question.
I provide the full text below. I have removed my name from the dialog.
Interaction
Web Tools
Printable
chat history
RioKzarina E
Ryq
3/9/2016 3:00:49 p.m.
Thank you for contacting Quicken.
3:00:49 p.m.
All agents are busy assisting other
customers.
3:00:51 p.m.
Your position in queue is 3.
3:03:49 p.m.
All agents are busy assisting other
customers.
3:03:49 p.m.
Your position in queue is 2.
3:06:50 p.m.
All agents are busy assisting other
customers.
3:06:50 p.m.
Your position in queue is 2.
3:09:50 p.m.
All agents are busy assisting other
customers.
3:09:50 p.m.
Your position in queue is 1.
3:10:04 p.m.
Hello, my name is RioKzarina E.
Please allow me a moment to review your comment and I will be happy to assist
you shortly.
RioKzarina E
3:10:14 p.m.
Thank you for contacting Quicken Support we
apologize for the long wait, we’re getting large volume of contacts today but I
am here now ready to help you.
Ryq
3:11:00 p.m.
Hello or hola or kamusta or namaste
RioKzarina E
3:11:12 p.m.
Hi Ryq,
3:11:16 p.m.
How's your day today?
3:11:20 p.m.
Kumusta?
3:11:38 p.m.
From what i understood you want to print
portfolio list, is that right?
Ryq
3:11:42 p.m.
Not too bad. (Kamusta is hello in Tagalog
3:12:02 p.m.
Yes. I have my portfolio on screen but the print
is grayed out.
RioKzarina E
3:12:54 p.m.
I see, we really appreciate you for contacting us
today and giving us a chance to make things better.
3:13:02 p.m.
Will it be fine if I ask you some questions so I
can find the most accurate solution for you?
Ryq
3:13:12 p.m.
Yes.
RioKzarina E
3:14:08 p.m.
Alright, Before we proceed, can you please tell
me what is the release version of your quicken software? In order to check
that, kindly Go to Quicken>>>About Quicken.
Ryq
3:14:12 p.m.
Whoever provides the "rules" in the
world of telephone support needs to cut out the unnecessary "polite"
canned phrases. I know you are only following the rules.
3:15:03 p.m.
Quicken for Mac 2016, 3.10 29.14518.100
RioKzarina E
3:15:11 p.m.
Thank you for that information
3:15:23 p.m.
Sorry if you feel that way
3:15:40 p.m.
May i ask, How long have you experiencing this
issue?
Ryq
3:16:01 p.m.
This is hte first time I tried it.
3:17:10 p.m.
Looking at something now. It says Investments
(total) then Brokerage (total), then Brokerage (zero), then the individual
account s under it.
RioKzarina E
3:17:36 p.m.
Alright, can you please try to double click
porfolio list then go to File>> print
Ryq
3:17:42 p.m.
I downloaded it automatically. It's one account
with an IRA, a Roth IRA, and regular investments
3:18:45 p.m.
It will allow me to print the transactions. As
soon as I click on Portfolio, the print option is grayed out .
3:19:25 p.m.
(I thought there might be something with the way
the accounts loaded and it might work on the "sub" account, but no.
RioKzarina E
3:19:32 p.m.
Alright, Please click on the Apple Icon on the
most upper left part >> then on the drop down list, kindly choose Force
Quit >> Click on the application we want to close >> Then please
click on the Force Quit button.
Ryq
3:20:09 p.m.
Instead of just quitting Quicken?
RioKzarina E
3:21:09 p.m.
Yes it is a drastic troubleshooting steps for
Quicken Mac software
Ryq
3:21:37 p.m.
3:21:37 p.m.
Done
RioKzarina E
3:22:19 p.m.
Please let's try to print again
Ryq
3:22:43 p.m.
I said hello in the languages where I usually
know people in tech support. Looking at your name, I wonder if it might be
russian.
3:22:49 p.m.
I'll open the app and try again.
3:23:57 p.m.
No. It goes from Export Tax Report to Print
Checks. Page Setup and Print are grayed out.
RioKzarina E
3:24:07 p.m.
Oh I'm from Philippines by the way
3:24:25 p.m.
I see, may i ask, where did you purchase Quicken?
Ryq
3:24:35 p.m.
Was I wrong with Kamusta?
3:24:57 p.m.
I got it from Amazon. Do you want serial numbers,
etc.?
RioKzarina E
3:26:45 p.m.
No it's correct and you can also say Kumusta
3:26:57 p.m.
Oh sure please can you send me the screenshot of
it?
Ryq
3:27:05 p.m.
sure.
RioKzarina E
3:27:52 p.m.
Please access this link to send the screenshot of
it: (link deleted)
3:28:04 p.m.
New PIN: (pin deleted)
Ryq
3:29:11 p.m.
done
RioKzarina E
3:30:37 p.m.
Thank you
3:30:44 p.m.
Please allow me a minute or two to check on this
3:32:25 p.m.
Thank you for that information
3:32:40 p.m.
Alright, here's what we will need to do,
3:33:06 p.m.
We will uninstall and reinstall Quicken using the
new downloaded software from Quicken Directly
3:33:18 p.m.
Please make sure that you have backup file
Ryq
3:33:22 p.m.
OK
RioKzarina E
3:34:20 p.m.
May i ask, do you already have an account in
Quicken?
3:34:38 p.m.
Can you please provide to me your email address,
Billing address and User name?
Ryq
3:35:28 p.m.
I think so. I have had other (older) accounts.
3:35:50 p.m.
Name and address given
RioKzarina E
3:37:05 p.m.
Alright, can you please try to login here and
verify: (link deleted)
Ryq
3:38:20 p.m.
yes, it's under my email of (deleted)
RioKzarina E
3:39:38 p.m.
Great! can you double check the User ID also?
(deleted)
3:40:02 p.m.
That is also the User ID.
RioKzarina E
3:40:12 p.m.
Thank you
3:40:36 p.m.
Please uninstall now your Quicken software and
make sure you have a backup file
3:40:47 p.m.
To create backup file
3:40:47 p.m.
Select File menu > Save a Backup...
Choose a place on your Mac to save the file. You
can save it anywhere or on a flash drive, just be sure to remember where you
put it.
Click Save
Ryq
3:42:15 p.m.
I have backed it up and uninstalled Quicken.
RioKzarina E
3:43:21 p.m.
Okay please proceed now to your Quicken account
and go to Download and Unlocks to install Quicken.
3:43:33 p.m.
Please download the " Quicken 2016 DOWNLOAD
for Mac NFR "
Ryq
3:43:37 p.m.
I have the original CD if that helps.
RioKzarina E
3:45:13 p.m.
No, we will need to download the new software
directly from Quicken. Please let's proceed
Ryq
3:45:23 p.m.
OK. It's downloaded.
3:45:41 p.m.
Standard install by clicking on the dmg file?
RioKzarina E
3:46:01 p.m.
Yes please then restore the backup we saved
Ryq
3:47:28 p.m.
It automatically loaded the data without my
restoring. It walso says there is an update.
3:48:14 p.m.
Do you still want me to restore?
RioKzarina E
3:49:30 p.m.
Oh no need please try to print again
Ryq
3:49:52 p.m.
It still has Print grayed out.
3:50:44 p.m.
This is Version 3.0.4 (Build 28.14259.100)
RioKzarina E
3:52:06 p.m.
let us make sure that our Quicken software is
updated. To do so, Kindly click on the Quicken word on the top left of the
menubar or window >> then click on the "Check for Updates".
Ryq
3:53:27 p.m.
No changes.
RioKzarina E
3:54:03 p.m.
Did you install the new update?
Ryq
3:55:02 p.m.
Yes.
3:55:10 p.m.
I'm now on the version that I started with.
RioKzarina E
3:58:20 p.m.
I see, please allow me a minute or two to check
on thsi
Ryq
4:00:30 p.m.
Just to clarify. If I click on
"Transactions" I can print. If I click on "Portfolio, it is
grayed out.
RioKzarina E
4:01:02 p.m.
Alright, we can still have other way to print
your porfolio list
Ryq
4:01:15 p.m.
There is nothing under reports that seems to
apply.
RioKzarina E
4:01:34 p.m.
we can do the screenshot of your portfolio and
just print it.
4:01:51 p.m.
To do the screenshot
4:01:53 p.m.
Press Command+Shift+4.
Click and drag the cursor around the area you
want to capture.
When you release the mouse button, a file will be
saved on your desktop.
Ryq
4:02:21 p.m.
CAN Quicken do this?
RioKzarina E
4:03:21 p.m.
Yes just follow the step above
Ryq
4:04:59 p.m.
I know how to do print screens and could have
done that an hour ago.
4:05:11 p.m.
It's one step above copying it down by hand.
4:06:01 p.m.
Does Quicken do this?'
RioKzarina E
4:06:13 p.m.
Great!
4:06:25 p.m.
You mean Quicken does print using the screenshot?
yes
Ryq
4:07:31 p.m.
Quicken doesn't do that. The Operating System
can. Are there commands within Quicken that do this?
4:08:38 p.m.
You could have told me that an hour ago.
RioKzarina E
4:09:02 p.m.
Nope, Quikec Can't , we will use Operating system
to do it
4:09:27 p.m.
I just thought you are asking about doing
screenshot
Ryq
4:09:56 p.m.
If I were asking how to do a screen shot, why
backup, uninstall, reinstall and upgrade?
Because we just try to refresh your software and
make sure all your accounts are upadted
Press Enter to send message
I disconnected. It's clear the person had no idea what the program could/could not do. The answer for everything is to deinstall and reinstall.
Even IF I were asking how to do a screenprint, why have me jump through all those hoops?
This IS typical of a call to Quicken. You spend an hour on the phone with someone who doesn't know what you are trying to do and has no idea what the program can or can't do.
I disconnected. It's clear the person had no idea what the program could/could not do. The answer for everything is to deinstall and reinstall.
Even IF I were asking how to do a screenprint, why have me jump through all those hoops?
This IS typical of a call to Quicken. You spend an hour on the phone with someone who doesn't know what you are trying to do and has no idea what the program can or can't do.
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