Forest Green Stallion YNAB has shown, again and again, that they literally do not care about customer feedback. As long as they keep growing and selling more of their product, they'll keep ignoring valid complaints about their ever worsening product. 

Forest Green Stallion 

The responses on this issue would be comforting . . . if I hadn't seen similar responses to just about every issue for the last year.  They're working on it, they're going to roll out something that works for everyone, submit a Feature Request.  And what do we get?  API.  Zapier integration.  New icons that no one asked for.  Color changes that no one asked for.  And the ultimate irony, in the days following customer complaints about the colors, two "sight unseen" improvements.

The answer from YNAB is, status quo will exist for an extended period while the issues are investigated and a solution is developed.  I expect the next visible change we see to YNAB will be something totally unrelated to anything customers have been asking for.

Patzer Damn the torpedoes and full speed ahead!

bevocat It's just overwhelmingly baffling why they haven't simply reversed this fiasco, until they figured out a better solution,

<r> What's the point of keeping this screw-up, instead of backing it out? </r>

Patzer Exactly. Things customers want being ignored while things nobody asked for are rolled out is the YNAB way. Add in a healthy dose of condescension and false promises, and you've literally got their entire customer service handbook in two short sentences.

Patzer Not to mention, they broke their Net Worth "change in net worth" display (can no longer scroll and see the older entries) a couple weeks ago and still have not fixed it. So they're even breaking things without fixing them for long periods of time.

Superbone I hadn't noticed that, because my net worth lives in Quicken.  Fallback plan, if YNAB breaks too much stuff, is:  stop paying the subscription, track and report from Quicken, use a chopped-down budget program for budgeting.  I could make it work.  It would be less convenient than YNAB . . . assuming YNAB doesn't break enough stuff to lower the bar to where it's as easy to ignore YNAB as use it.

Patzer Fortunately for me, the Toolkit Net Worth report is better anyway. To be honest, I rarely even look at the stock reports anymore. HappyDance alerted me to the issue and I checked it out and sure enough, it was broken.

But yes, we've been doing this YNAB-style budgeting for so long that we could recreate it using other tools if necessary. I'd rather not have to do that so I hope YNAB's glacier speed development doesn't move too much in the wrong direction and hit the Titanic.

Patzer Speaking of Quicken, I tried it last year for the first time in probably 15 years and it was a disaster for me. It failed so many times just during setup and in bad ways that I abandoned it. User friendly, it is not. I did go back to Personal Capital though for a more detailed look at my investments. It's working better for me this time around since my company changed 401K providers.

Superbone I don't know if I'd be able to set Quicken up from scratch.  I've always just carried my basic data structure forward, since 1993 or so; though I have chopped the data file down for size and performance.

Forest Green Stallion I'd like a reason, too, and the change doesn't even affect me. If it did, I'd be reallllly PO'd.

Forest Green Stallion Faness is on vacation for a few more days and I'm monitoring this thread for new questions, as we don't have any new information or timelines to share at this moment. 

Since the changes both impacted some users negatively and some users positively, reverting back can't be the solution. We'll have to make adjustments and allow more options for customization. 

Our team is working quickly to resolve the issues brought about by the color change, but also balancing that speed with heavy testing. If you haven't already, please do email in to [email protected] to let our team know that you've been impacted by the changes.

Veronica at YNAB No, you roll it back until you come up with the proper solution. For the people who saw an improvement, it was not unusable before. But you've made it unusable for a lot of people now. You have to put it back in a state of being usable for everyone until you solve the issue.

Veronica at YNAB That's pathetic. This BROKE the product for a huge number of your users and all you've done is confirm that your staff is so incompetent/uncaring that they can't undo an obvious mistake. The customer service at YNAB is a joke and you guys honestly shouldn't have jobs. You absolutely will not be getting my money ever again.

Veronica at YNAB I sort of like the new color scheme, but that doesn't matter becuase it made it at best harder to apply the method and at worst completely unusable for others. 

Veronica at YNAB said:
Our team is working quickly to resolve the issues brought about by the color change, but also balancing that speed with heavy testing.

This makes absolutely no sense. You clearly didn't do "heavy testing" with colorblind users in the first place while claiming the color change was for them. The lack of response (or the constant "make a feature request" or "email help" response with a smiley face) on things like stealing from the future, etc. are frustrating, but, like Forest Green Lightning  said, this is just pathetic.

Veronica at YNAB 

Veronica at YNAB said:
Since the changes both impacted some users negatively and some users positively, reverting back can't be the solution.

 So if an airline changes from pretzels to peanuts, and some customers really like peanuts better, they can't change back in the face of other customers who find the serving of peanuts makes the airline unusable in the face of their allergies? 

Seriously, this isn't how business works in other industries.  The colors don't affect me, but the attitude has me looking for ways to stop paying YNAB any money.  The budget is mission-critical; but that doesn't mean there can't be an alternative budget vendor if the best current budget vendor insists on continual product degradation and refuses to admit mistakes.

Veronica at YNAB 

But you didn't even test the color scheme with the people you were supposedly trying to help!  The change did not help anyone.  I've found about 3 people who like the colors.  They like the colors, they don't find them easier to use the app.  I have seen dozens and dozens of people who hate the changes, a dozen or more people with various color blindness or weak eyes for whom the change has made using the program almost impossible.

 I find the "heavy testing" thing to be implausible when you're not even pretending to pass these 'improvements' past any beta testers for feedback before rolling out changes.  You should not roll updates on unproven changes.  People should have to opt-in to be beta testers, not forced to accept changes they didn't ask for that aren't making things better for the majority of users.  As it is, every last user is a beta tester and you're not listening when we tell you your changes don't work for us.  

You're not listening.  You say, "Email help, put in a ticket," but you're just ignoring the users and our feedback.  You can't prove that you're working for us right now, that your support is committed to supporting the user.  All we hear and see is that you're committed to backing up the status quo of doing whatever the heck you want regardless of if it's actually a useful change.  All you're doing is proving the status quo is broken.  

Veronica at YNAB Since the changes both impacted some users negatively and some users positively, reverting back can't be the solution.

This is a beyond belief statement.  The changes literally broke the program for many color blind people.  For some, it made it harder to use (I fall in that category).  Yes, a few people liked the changes.  But, those people were already using the existing program.  And they were able to use the existing program.  You don't use the fact they like the change as a reason to just smash the program for other people.  This is so arrogant and dismissive of customers. 

I have used YNAB for years, back to the Excel days.  I shouldn't be surprised at any horrible decisions YNAB makes, but this is actually beyond belief.

Forest Green Stallion the best way to get your message across would be to cancel your subscription.  

Veronica at YNAB Has anyone at your entire company shown Jesse how pissed off the majority of your users are with the pathetic attempt at customer service and the clearly inept programming skills of your dev team?

If not, I suggest you do and I'll be one of the many not renewing the next time that bill comes around.

Forest Green Lightning The crazy part is, they seem to have just absorbed a whole cadre of refugees from Mvelopes when they massively screwed up with a new release, and this is their first real opportunity to see how YNAB treats customer feedback.  Hopefully many of them are still within their trial period so they can dodge the bullet and keep looking for something else that meets their needs.

Me? I'm actually considering spinning Mint back up in a fit of insouciance and seeing what it would take to make it work.

bevocat I'm tinkering with Mint as well. That, the free version of Everydollar, and the tool my credit union has built into their site are all on the table at the moment.

Forest Green Stallion I'm in the camp of liking the new colors but I also liked the old colors as well.  YNAB should indeed roll back the color change to the way it was  until they come up with configurable settings for everyone.  They do seem to have a arrogance about them in not providing benefits to all customers.  We have been asking for basic functionality fixes (stealing from future, restore a previous backup...) for years now and nothing.