tag:infinitekind.tenderapp.com,2009-01-14:/discussions/problems/740-no-response-from-moneydance-supportInfinite Kind: Discussion 2011-04-07T08:33:49Ztag:infinitekind.tenderapp.com,2009-01-14:Comment/9068652010-01-25T17:20:47Z2010-01-25T17:20:47ZNo response from MoneyDance support?<div><p>Well, it was Sunday after all.</p>
<p>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.</p>
<p>(I'm just another MD user like yourself, btw)</p></div>jimmplsmntag:infinitekind.tenderapp.com,2009-01-14:Comment/9068652010-01-25T17:34:26Z2010-01-25T17:34:26ZNo response from MoneyDance support?<div><p>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.</p>
<p>Angie Rauscher<br>
Moneydance Support</p></div>Angie Rauschertag:infinitekind.tenderapp.com,2009-01-14:Comment/9068652010-01-25T17:38:13Z2010-01-25T17:38:16ZNo response from MoneyDance support?<div><p>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).</p>
<p>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.</p></div>owangolamatag:infinitekind.tenderapp.com,2009-01-14:Comment/9068652010-01-25T18:20:37Z2010-01-25T18:20:37ZNo response from MoneyDance support?<div><p>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.</p>
<p>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.</p>
<p>Sincerely</p>
<p>Ben Spencer<br>
Moneydance Support</p></div>Ben Spencertag:infinitekind.tenderapp.com,2009-01-14:Comment/9068652010-01-25T18:32:26Z2010-01-25T18:32:26ZNo response from MoneyDance support?<div><p>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.</p>
<p>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.</p>
<p>Again, thanks for owning the issue and I'll look forward to a
response to my question in the Switching from Quicken forum.</p></div>owangolama