Best Of

Thanks all - So I do have an update:

I finally was able to speak with someone on the phone, after over 30 minutes of trying. I had several questions regarding various issues and it was just too complicated to explain things over chat and have the chat agent understand things let alone try to guide me through the interface via text, which is why a live phone conversation made a lot more sense.

The agent I was speaking with sent me a request to share my screen and he was able to put a laser pointer thing on my screen, guiding me where to click, which was super useful, saving a LOT time and effort on both ends.

We were able to investigate various issues and finally determine the problems and solutions. Also since this was a live voice conversation I was also able to ask questions on the fly which helped me better understand how the product and features worked, so this had educational value as well.

All in all, the call took about 25 minutes, all issues were solved, all my questions were answered, and I learned more about using the product hands-ons. In less time it took just to get someone on the phone.

I do love this forum as well, as it benefits from the power of crowdsourcing, but for this particular case I really needed a live voice conversation with a trained agent.

That said I do acknowledge that live agents is also hit-and-miss. It took over 30 minutes to get to speak with someone, but I think I may have gotten lucky by getting a pretty good agent who knew his stuff and was able to help diagnose the issue and solve it.

My ask to Quicken/Simplifi would be this: Don't mislead users by setting expectations (getting a call back in the next few minutes) that they cannot deliver on. Much more preferrable would be a call-back process where I could choose an available time to get a call (Comcast/Xfinity does this). That way I know when to expect a call and I can move on with other things in the meantime.

I noticed you can select Notes by clicking the Grear ⚙ icon on the top right of the Transaction Activity table which includes the note in the transaction view. It looks like Notes in Simplifi are more like one-line memos than multiline notes. I preferred if I could add multi-line notes and instead of seeing the note text in the transaction line, only see a 📒 icon and view the note in a tooltip (when I hover over the icon). Maybe we should distinguish between notes and memos?

I tried the "Call me" option numerous times and it didn't work.

So then I tried the chat, and mentioned this. They supposedly put in a request and still no call. This is how the chat ended.

Is this how Quicken treats its paying customers?

So I'm just wondering if I just got unlucky here, or if this is the status quo…