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.

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.

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.