Why I don't like Quicken

After talking with a good friend the other night I got inspired to look into upgrading our old version (2005) of Quicken to the newly re-designed Quicken Essentials 2010. I talked with my wife about it and we decided that the money would be well spent since we would be able to electronically access all of our financial statements and Quicken had a converter that would transfer over all our old data.

After ten or so hours on the phone with technical support, I can attest that the former is wonderfully true and the later is maddeningly not. A converter is included with the software but in our case, it doesn't seem to work the way it should. I've called Quicken four times, each time addressing a different symptom of the bad conversion and each time the only slightly helpful technical support person has run me through the same steps of trying to re-import my data, come to the conclusion there was a problem with my file, and escalate my issue to some higher ups that may get back to me eventually. This process usually takes about an hour or so on the phone. So far, I've only been contacted once by these mysterious higher ups and, thankfully, they were able to clear up that particular symptom. I've yet to hear from them the for two of the other problems.

This last time I called things ended differently. The technical support person said there was no fix for my problem and that I could either use the software in its broken condition or I could ignore all the historical data from my old version of Quicken and start with a clean slate. I couldn't believe what I was hearing so I asked a few clarifying questions and repeated that the "solution" to my problem was not really a solution at all. He agreed that this was the case.

From a business stand-point this is hard to understand. Intuit, the maker of Quicken, is the only one that knows the format of my old data and it is the only one that can migrate this data to any other format. It has me locked in to their software right now and is in a perfect position to keep me there by supporting the transition to their newest version of software. But they have decided that they don't want to support me in this transition, that they want me to start over with my financial record-keeping. This makes two points abundantly clear to me:

1. Intuit doesn't believe in customer support. I'm having trouble migrating my data from one version of their software to another version and they aren't able to help me make this work. I've invested ten or so hours of my time with them to get the data converted and they aren't able to get the job done.
2. If I'm going to lose all my historical data, then I am free to choose software from any of Quicken's competitors and in light of the above point, I'm more inclined to choose something besides Quicken. Not only are they not able to persuade me to stay but they seem to be encouraging me to take my business elsewhere.

So we did. We have resigned ourselves to losing our historical data (sad but not the end of the world) and have found another program that is better in nearly every way, iBank 3. We haven't used it much yet but so far, it seems to do everything we need including some things Quicken didn't do very well or at all. We'll be getting a refund from Intuit and aren't looking back.

Closing remark: I can't recommend highly enough that you avoid Quicken Essentials 2010.