Does Smartsheet even care about users?
We started using Smartsheet in October 2017. It WAS a great help to us for time, expense tracking and project management. We made serious gains in productivity once we figured out how to use Smartsheet for our specific needs. All was well and we were happy. I spent a lot of time combing through the Community, Help, videos, online training, attended a Smartsheet two-day event in Austin.
I was however, becoming somewhat concerned in finding user requests that would GREATLY help our situation, languishing on the Community, with initial requests dating back to 2014, 2013, 2012. The only movement from Smartsheet seemed to be a corporate canned response of: "I've logged your vote." But these significant requests have gone unanswered. In late 2018, Smartsheet even stopped offering the canned response of "I've logged your vote", (most likely thrown on the trash or deleted), so now there is ZERO knowledge or record of any request being recorded.
There is the "Submit Product Enhancement Request", but this is an automated response that an average chimpanzee could be tasked with.
Yet, we renewed our subscription October 2018.
Then December 13, 2018 arrived with the new UX. I even signed up for and attended the related webinar, which was poorly presented and basically worthless. Seemed like some manager walked by that morning's sales hire desk and said, "Oh, by the way, you're presenting a webinar on the new UX in 10 minutes. Good luck."
During the webinar, it was admitted that Smartsheet knew this new UX would burden system resources even more. This has affected me greatly based on how my workday goes, how many browser windows I already used prior to this pile of garbage. Before the new UX was forced on us, I was rebooting 1-2 times per week. Now that I have to have even more browser windows open in Windows, a notoriously inefficient memory resource hog, I am rebooting 2-4 time EACH DAY due to "Out of memory" messages and lockups.
I sent an email to Support voicing my issues and frustration and actually received a call from Smartsheet!
Hold on, they tasked a sales person to discuss my technical issues. Complete waste of time as he continually repeated that he was in sales, could not address my technical issue, but he would report them.
I doubt that Smartsheet even cares about real user needs. Based on the length of time that real, meaningful user requests have gone unaddressed, yet this moronic, at best, UX has been shoved down our throats, it is glaringly apparent that either: 1) Smartsheet does not have the technical ability to address these issues, or; 2) Smartsheet does not care about real user issues, only new sales.
Personally, I believe it is both.
I spent 20 years designing and building plastic injection molds, vacuum and thermoform molds, as well as managing tooling shops. I started out my computer life after leaving the Army in 1986, working on a proprietary 2D CAD system running on a PDP-11 using two 8-inch floppy drives, having to draw all geometric shapes on graph paper and calculate, by hand, all lines, arcs, intersections, elipses, etc. I was a Beta tester back in the DOS days for MasterCAM and CADKey, with direct phone numbers to the company owners and programmers. I was a Beta tester for SolidWorks in the 1990's with direct emails and phone numbers of various executives and coders. I've used Pro Engineer, AutoCAD, SmartCAM, BobCAD, operated and programmed 3, 4 and 5-axis machining centers, CNC lathes, Bridgeport mills, manual and CNC EDM machines and grinders. I spent another 9 years designing water treatment plants in SolidWorks for industrial and municipal sites all over the world.
That said, I have never experienced such a bassackwards implementation of a UI and lack of response to user's requests for real, substantial improvements.
We track time and expenses for clients in Smartsheet. We have to track based on project, phase, deliverable by date ranges. I have many sheets, specific to each client, with multiple date columns, each column containing 80-180 formulas.
I need to create new date columns and edit the formula based on a DATE statement. This requires me to edit each formula individually. Thankfully I can cut & paste, but with 180 formulas per column, in just one sheet, this is time consuming and we can't eliminate the human error factor completely.
Find & Replace for formulas was requested in 2014 I believe, with multiple users echoing the need. "I've logged your vote." is the only response.
Copy columns within and between sheets is another, suffering the same dead end.
Freeze rows, Conditional formatting of rows, not just columns, etc. These and many more are multiple year old requests that apparently lie at the bottom of the Smartsheet digital Mariana Trench.
Sadly, instead of allocating my time to increasing our capability in Smartsheet, it appears that I must now spend my time and resources, searching for a replacement.
I have learned a valuable lesson though. Research the product's user groups/forums before signing the contract.