Tax Software Customer Assistance

[RWG1950]

Been with my current tax software provider for nearly 30 years.
Its good software, but its getting harder each year to be able to speak to a customer rep without excessive phone wait time.
I know all of these firms are herding people into their online resources to resolve issues, but sometimes a direct contact is needed.
Spent an hour on hold (twice) this week before speaking to someone that could help resolve my issue.
I'm wondering if there is tax software out there that still offers reasonable customer support for a the tax preparer ?
Appreciate any comments.

[Twin Turbo Z]

Proseries customer service is always a long wait too. And the reps seem to be oblivious to knowing anything tax or program related. Seasonal help I guess.

[Lion]

I have had outstanding ProSystem fx customer assistance, but it has dropped a bit this year from its stellar past. I do have longer hold times if I call, with less knowledgeable staff that need to elevate my issues with the resulting wait. And, even though I always request an email, they have been posting resolutions to my account as always where I can reference them anytime, but not emailing. I hope that's just a fluke, and I reported it. I still have great luck on Chat getting issues resolved with back and forth questions. And, I can either put in a "ticket" online or email explaining my issue and requesting an email ASAP or a telephone call tomorrow morning between 10 and noon, for example. And, to be fair, when I'm on hold, one of my options is a call-back either keeping my same place in line or requesting a specific time. Support is a bit less stellar than in the past, but with the new laws, new forms, and software programmers behind due to the IRS shutdown and not available to answer questions as quickly, I'm not surprised that support is slower this year. I know that I am taking longer to prepare and proofread returns, so they are undoubtedly taking longer to update the software and train their staff in the new laws/forms and what we might need to know from them. This is only a one-year dip, and not even the whole tax season, so I'm not jumping ship. I'm still getting the support I pay for, as well as great software. But, I'm a sole proprietor with no employees, so I know how you feel about needing good customer assistance.

[ATSMAN]

For the amount of money you pay to Proseries and Prosystems, they should answer the call by the third ring like Drake!

[Lion]

Oh, ProSystem answers. My questions have meant being transferred to a form expert/state expert/programmer/etc., so meant a hold or requesting a call-back at that point. That hold is new this year. Common questions still are answered immediately by the first person answering. Chat is still immediate. And, putting in a "ticket" still gets me the call or email when I request; although I use the "ticket" when I prefer an email to have the procedure I need to follow in writing to print out and probably save. I've been hearing grumbles from my colleagues using UltraTax and loud grumbles from Lacerte users. But RWG asked about a drop over time, and with ProSystem I've had consistent quality service over time until the isolated drop this year.

[WICPA]

I have used both ProSystem and Drake. Drake does answer the phone right away but sometimes I feel like I'm talking to the janitor since they have no idea how to help me. Usually have to request someone higher up to solve issues that I can not figure out myself. ProSystem had better trained support people but a common issue I had with them is when I called about software issues many times they already knew the problem and would fix it but I always wondered why they could not have sent an email out providing us with the fix instead of making me call in and wait on hold .

[ATSMAN]

From what I understand you have to ask Drake for a specialist if it involves any state or special situations. The first person that answers is for newbies looking to navigate the software.

[Uncle]

I call Drake several times a week. Almost all of my questions are state or special situations. Support usually answers on the first or second ring. The first person answering has always been able to resolve the issue quickly and accurately.

[DMICPA]

Proseries this year has been a long wait time and the person you are speaking with is answering from a book. If it is anything unusual they cannot help you.

They keep promoting the short waits and plenty of assistance when renewal time comes around.

[Lion]

I have gotten a few emails re software fixes that will be in the next update, but in the meantime, do the following.... I do appreciated those.

[JBP]

My experience with Drake support has been tremendous. Calls are answered within a couple rings by friendly people. It is rare that the person who answers can't help me resolve the issue.