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Unresponsive tech support

philhooper

I have reported a bug and requested a change to how bill reminders are displayed multiple times. Nothing happens, and I have asked repeatedly to hear from tech support what can be done or why a change is not possible. I am totally ignored. I am tearing my hair out with this company that ignores its customer base. I have a new hurdle in how everything is displayed and just posted a report, again expecting nothing from Quicken. I am actively looking for another software package, ready to quit Quicken.

[Edited - Readability]

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Comments

Sceptic

@philhooper I can understand your frustration. It is discouraging to take the time to submit bug reports and enhancement requests and then feel like they disappear into a black hole.

One thing to keep in mind is that in the Community, reported issues and feature requests are not usually handled as individual support tickets. Even when a request is valid and receives significant user support, Quicken rarely provides updates on whether a change will be made, when it might be scheduled, or why it was declined.

If your request is posted as an "Idea," the best indicator tends to be the number of votes and comments it receives from other users. For reported bugs, moderators may acknowledge the issue, but many users share your concern that there is often little visibility into status or prioritization.

That does not make your concern any less legitimate. If the bill reminder display affects your daily workflow, it is understandable that repeated requests without feedback would lead you to question whether your input is being considered.

Before giving up on Quicken entirely, I would suggest posting a link to the specific idea or bug report. Other users may be able to vote for it, suggest a workaround, or confirm whether they are experiencing the same issue. Sometimes demonstrating that multiple users are affected gets more attention than a single report.

Hopefully someone from Quicken can provide a clearer status update, because lack of communication is often more frustrating than being told "not at this time."

Quicken Kristina

Hello @philhooper,

Thank you for sharing your feedback! I checked your profile, but I'm not seeing any repeated reports- just this one discussion from last year:

https://community.quicken.com/discussion/7967177/unresponsive-programmers

I also checked for any recent contacts with Quicken Support, but did not see any.

Are these repeated reports you're sending problem reports using the Report a Problem option in Quicken? If that is the case, you will not receive a direct response to problem reports. Those reports are reviewed daily to track multiple reports of the same trending issues and/or for troubleshooting/escalation purposes. When multiple reports of the same issue are received, those reports are also investigated further. Reports that can be replicated or verified are then submitted as tickets to the proper channels.

If you are encountering an issue and want real-time responses, I recommend contacting Quicken Support directly via phone or chat. Quicken Support's contact information can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday. Chat support is available from 5:00 am PT to 5:00 pm PT, 7 days a week.

You mentioned you want to change the way bill reminders are displayed. Since you posted in the Quicken on the Web section of the Community, is this specifically a change you want to see in how Quicken on the Web displays reminders? Have you checked to see if there's an Idea post requesting the same change you want to see? https://community.quicken.com/categories/quicken-on-the-web-ideas

You can also create an Idea post to request the change if you're not finding an existing request:

https://community.quicken.com/discussion/7849425/creating-and-voting-for-ideas-in-the-community

Ideas that get enough votes may be implemented in the future!

I hope this helps!