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Seeing Closed Discussions but Never like a Fix when there is a Bug??

BRETTB

I am asking this because I have made a number of posts and others to on issues and I see the discussion closed with not remedy/fix?

Investing Activity Report does not agree with drill down popup reports (Bug Issue)

I also wanted to add I think on this report, they need to account for margin expense and misc expenses on linked investment cash account. I could not add it because it was closed with no fix.

The above posting (in bold) is something I reported, saw another posting somewhat similar and they are closed with our any update, etc. So the above is a MAJOR ISSUE yet don't know if Quicken has forgot about it and it will just go on forever (with many user-not knowing of this issue thinking the report is good?

Maybe some one can chime in if I see a discussion closed, does that just mean they don't want to deal with it? or is there another way to get something on the hot list to fix issues?

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Comments

NotACPA

If there's truly a bug, then the ONLY fix is an update to the program … which will happen when/if the programmers get around to it … and the fix will ONLY be announced in the Release Notes.

That's just the way it works.

And a "closed" discussion usually (not always, but usually) means that it has gone a significant period (don't remember how long, but roughly a month or so) without further comment.

Boatnmaniac

We need to keep in mind that this is a Community forum mostly comprised of other users. It is not tech support nor Quicken Support.

Once in a great while a Quicken tech or engineer will post here but it is rather rare. They generally do not visibly participate in Community.

The Moderators are Quicken employees. They are mostly a customer service interface who help to facilitate discussions, can assist on helping users to troubleshoot issues, to provide assistance on how to use Quicken and also help to ensure that posts are compliant with the Community Guidelines. They also will post Announcements and Product Alerts to keep users informed of upcoming changes or current issues that are affecting multiple users. It is up to us to read the Announcements and Product Alerts to know if we are or could be affected. And it is also up to us to make sure we keep a thread active by posting in it so it does not become stale and get closed.

If a thread is closed and there is an ongoing interest in it or a need to continue the discussion, we can open a new discussion regarding it and refer back to the closed thread (provide the URL).

Jim_Harman

@BRETTB

Many issues are reported here which can be shown to be actual, repeatable bugs in Quicken. Unfortunately not all of them attract the attention of the Moderators, who are Quicken employees and whose user names begin with "Quicken".

If a Moderator can replicate the problem and it appears to affect many users, they can bring it to the attention of the product team by creating a Customer To Product report and associated CTP number. You will sometimes see a CTP number at the end of a post by a Moderator.

If you want Quicken to work on a problem, you should contact Support via phone. Be sure the support agent understands the problem and gives you a ticket number for future reference. Development only works on problems that have been referred by a Moderator or confirmed by a Support contact.

You should also use the Help > Report a Problem menu in Quicken to submit the issue online. In your submission, be as clear and thorough as possible. Reference the ticket number and provide a link to the discussion in this forum. Provide step by step instructions to reproduce the problem and note any error messages you receive. They will not pay much attention to a problem unless they can replicate it in house or see it in a support session.

In the case of the issue you reported with the Investing Activity report, I was able to confirm that it is a bug but there was very little other activity in the form of other users reporting the same problem, so I would assume that the product team would give this a relatively low priority.

When I was the Product Manager for a PC software product, we used three factor rating system to decide on the priority for resolving problems - Frequency (how many users are affected), Severity (impact on an individual user), and Recovery (what users must do to avoid or work around the problem). I would hope that Quicken uses a similar process.