No response from MoneyDance support?

owangolama's Avatar


25 Jan, 2010 02:03 PM

I just started a new thread yesterday. I checked this morning and there is no response yet, which is fine since it's only been about 12 hours. Then I looked through the forum and I noticed that there are questions dating back to Dec 1 that still have not been answered. Is this typical for MoneyDance support? If so, I can only imagine that is one reason why the program doesn't have a bigger following. :(

  1. 1 Posted by jimmplsmn on 25 Jan, 2010 05:20 PM

    jimmplsmn's Avatar

    Well, it was Sunday after all.

    I have noticed that some problems do take a while for a response, but I will say that is the exception rather than the rule.

    (I'm just another MD user like yourself, btw)

  2. 2 Posted by Angie Rauscher on 25 Jan, 2010 05:34 PM

    Angie Rauscher's Avatar

    Jim's basically correct. Although we have hired additional staff, we are still working overtime to keep up with requests for support for Moneydance 2010. I do believe that the response time you are referring to is the exception, and I will look at your case later today.

    Angie Rauscher
    Moneydance Support

  3. 3 Posted by owangolama on 25 Jan, 2010 05:38 PM

    owangolama's Avatar

    let me reiterate that I'm not complaining about the response time to my particular question. frankly, i would have been surprised to see an answer yet (it hadn't been 24 hrs and it was a Sunday).

    rather, i was disappointed as i looked down the list in the "Switching from Quicken" forum to see that there were quite a few threads that had 0 responses, some dating back almost 2 months.

  4. 4 Posted by Ben Spencer on 25 Jan, 2010 06:20 PM

    Ben Spencer's Avatar

    I completely agree with you that there are an unacceptable number of cases that have not yet received a response. We are working hard to deal with the back log. Even though there are many that have not yet been tended to our average response time is under 2 days. There was an unusually high number of cases that came in in the couple of weeks since the release of MD2010 and we haven't yet recovered from the deluge of inquires.

    We are prioritizing the cases that do come in. If you' do not receive a response in a timely manner please search the forum for other similar cases. There are thousands of discussion threads here and many questions are repeats.


    Ben Spencer
    Moneydance Support

  5. 5 Posted by owangolama on 25 Jan, 2010 06:32 PM

    owangolama's Avatar

    I certainly understand the difficulties of customer service in a small business. So thanks very much for acknowledging the problem instead of pretending that there isn't one.

    Perhaps there are systemic methods that you could employ to reduce the number of threads. I know that you run the new threads through a filter in an effort to point people towards other relevant threads, but you might be able to increase both the utility of that process AND the likelihood of people finding their answers without starting a new thread by either a) having your staff tag the threads aggressively, and/or b) changing how the search works. I tried to find an answer to my question, but the search yielded a rather large number of results, none of which seemed to be relevant.

    Again, thanks for owning the issue and I'll look forward to a response to my question in the Switching from Quicken forum.

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