Is anyone finding it near impossible to get phone support even as a paying customer?

lts · December 11

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…

UrsulaA · December 11

Both times I got phone support, I got a call in the same day. Not in minutes. The chat responses are faster when I described the issue via chat. In a year I have use chat/phone support 5-6 times, mostly at the beginning of my Simplifi journey last year.

SRC54 · December 12

Did you ever get a call? Did they resolve your issue. If not, you may want to post it here.

The response you got was a bit abrupt, but they probably didn't mean it that way. I agree with Ursula that chat is the way to go though it can be tedious. I much prefer using this forum.

TheReal702 · December 12

There are so many things wrong with this app they are probably so overwhelmed with calls that they can't get to them all.

I'm sure they're working extra hard to resolve issues and get to callers.

Frustration kills patience.

UrsulaA · December 12

https://community.simplifimoney.com/discussion/comment/45209#Comment_45209

I use this forum more for support. The coaches here are more knowlegable than the ones I encountered in chat support at times. I had to refer chat support to the community for details on an issue.

RickS · December 12

I tried the phone support once and it was not helpful. I have had good results with Chat.

DannyB · December 12

Haven't used either phone or chat. I'll read the support articles and ask questions here in this forum. Between the coaches and fellow users I've had all the help I've needed. But for some reason I haven't had the issues that others seem to have.

Flopbot · December 12

@lts ,

I’ve had largely the same experience as others above. Most of my help requests flow through this forum. I think I’ve used chat support 1-2 times and just ended up redoing basic troubleshooting steps that I already knew. I don’t remember ever using phone support. Like @DannyB, for some reason I also don’t seem to have the same level of problems as other users…maybe I’m just not as observant.

lts · December 13

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.

Flopbot · December 13

Thanks @lts for following up with your experience. Golly, now I want to find an issue that I have to call in about just to try it.

UrsulaA · December 14

https://community.simplifimoney.com/discussion/comment/45277#Comment_45277

I agree with your ask. If implemented, phone support will be a better experience and Simplifi phone agents will be able to manage their time better by scheduling calls.

lts · December 16

@UrsulaA @Flopbot What is the best way to send product feedback to the Simplifi team?

UrsulaA · December 16

this forum is the best way to send feedback. the coaches are really responsive.

lts · December 16

https://community.simplifimoney.com/discussion/comment/45439#Comment_45439

Is there a particular topic or thread dedicated to feedback, feature requests, etc.?

UrsulaA · December 16

post in the feedback section

lts · December 16

https://community.simplifimoney.com/discussion/comment/45444#Comment_45444

Got it. Thx

lts · December 16

Posted the feedback here:
https://community.simplifimoney.com/discussion/10981/call-me-feature-is-misleading/p1?new=1

Is anyone finding it near impossible to get phone support even as a paying customer?

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