Support model for parents needs improvement

[MJJ]

As a parent user coming from your competitor's product, we're experiencing many basic functionality bugs with the Android app (e.g. can't save images), some of which are corroborated by poor reviews in the app store from months prior.  There's no direct feedback mechanism to report such bugs from your largest app user base, apparently because we aren't paying the bill.  Directing users to a list of user guides that are irrelevant to functionality bugs and calling it support is frustrating.  The licensees don't share the same usage model as parents and therefore don't feel the pain, so have little interest in requesting support to resolve through the official channels.  It's a broken feedback system resulting in poor end user experience.

 

 

 

[Simon MacKenzie]

@MJJThank you so much for taking the time to post this and for bringing this to our attention. I'll share this feedback with the product team. There should be a "Report A Problem" field under the "Resources" section when accessing the "Account" icon in the footer of the mobile app and clicking the gear icon.