Provide Better Support for New Products

mattbroffman

It's been incredibly disappointing that I have decided to opt to use a new product that is arguably not ready for release based on my few weeks of experience. I'm OK with testing new products but:

1. You should provide an ongoing list of bugs and issues to customers. Be more transparent about what you are working on feature-wise versus just telling us to suggest things.
2. You need to set up your support properly. Being routed to your standard support, who all they do is copy and paste from the support files I have already looked at, isn't helpful. When they escalate, they say they have escalated…days can go by without a response.

Coach Natalie

@mattbroffman, thanks for sharing your feedback with the Community!

By "testing a new product", are you referencing being a beta tester? If so, that would be the intent of the beta-testing program to try out the product in its testing stages, and you would have a dedicated way of reporting bugs or other issues. If you're referring to Quicken Simplifi Business & Personal specifically, this product has not officially launched yet, though it is technically out of beta as of 12/5/24. I believe the official launch will take place this month. However, we have created QBP-specific areas of the Community where you can post questions, issues, suggestions, feedback, etc., and other users or one of the Community Coaches will assist you.

https://community.simplifimoney.com/categories/quicken-business-personal

For a list of current known issues, we have a couple of areas in the Community (depending on the type of issue) where you can search for existing Alerts and then follow them for updates:

https://community.simplifimoney.com/categories/known-product-issues

https://community.simplifimoney.com/categories/current-online-banking-issues

For a "roadmap" where you can see what the product team is working on, we have an existing request for this that you can vote for and follow for updates:

https://community.simplifimoney.com/discussion/5021/add-a-product-roadmap-or-list-of-whats-being-worked-on-edited

As for your second point, our Support Team should be fully equipped to provide any assistance needed. If something is escalated, it can sometimes take weeks or longer to receive an update from our product team. However, you can open 'Messages' in the Help Center at any time to reach back out on an issue, such as to request an update —

Otherwise, I apologize for your experience with these items. I hope the information I provided was insightful and helps highlight some new areas for you to check out! If you have more specifics you'd like to share so we can get a clearer idea of what you're reporting, feel free to do so.

Thanks!