Transparency regarding large issues in the Community

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This discussion was created from comments split from: NelNet FDP-155 error x.

Comments

  • dan.greenberg.ct
    dan.greenberg.ct Member ✭✭✭
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    To the Quicken moderators, what is the expected process to reopen an item? For example, several users have reported NelNet connectivity as still being an issue, reports have been filed with Quicken, yet it remains a Closed issue. In the interest of transparency, I think end users would be happier in general if there was at least an acknowledgement that the issue exists. I'm not asking that Quicken or Nelnet throw one another under the proverbial bus, but that Quicken is at least aware that users are experiencing issues. Of course, ideally, some details on what causes issues as well as what was done to fix it when it's closed, would be helpful so that the application would feel less like a black box. For example, was it fixed in a patch, was it a networking issue, was it caused by solar flares? Thanks for hearing me out.

  • Ps56k2
    Ps56k2 Alumni ✭✭✭✭
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    wasn’t the issue that NELNET setup a 3rd party to now handle their financial reporting between two different entities…

    So - NELNET has to inform Quicken how to access these two other new providers.

  • dan.greenberg.ct
    dan.greenberg.ct Member ✭✭✭
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    I believe that is correct but I also believe that Quicken never explicitly stated that was the issue, only that it was changed to a Closed status with many users, myself included, still experiencing the issue.

  • dan.greenberg.ct
    dan.greenberg.ct Member ✭✭✭
    edited May 22
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    Hmm, now I'm seeing that I posted this in the original NelNet thread. I intended to create a new one specifically about transparency after copying the above to a new discussion topic. Oh well.

    Actually based on the notification on the page, it was in a separate one. Guessing an admin moved it though it was meant to be a general topic of discussion, not specific to NelNet.

  • Ps56k2
    Ps56k2 Alumni ✭✭✭✭
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    I requested it be merged since it was referring to the outstanding NELNET issue vs another tangent

  • dan.greenberg.ct
    dan.greenberg.ct Member ✭✭✭
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    Ok but that was intended as a general example to get feedback from Quicken reps and generate some discussion.

  • Ps56k2
    Ps56k2 Alumni ✭✭✭✭
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    ok … now back into a separate topic

  • mkruse88
    mkruse88 Member ✭✭
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    Maybe we all need to start reporting a problem once a week when we perform an update, and it fails.