Problems with Drake

[Snaggletooth]

I've never had so many problems with Drake. Problems in set-up, problems with 8867 and dependent screen. These questions are designed by the IRS to disallow certain benefits to begin with (and are not necessary for persons filing their own Turbotax). The phone lines are swamped too, which never was a problem in the past. This means other preparers are having problems too. I have been with Drake for a long time and support the company as best I can. But it's time for the right kind of pressure to bring about change.

[dtlee]

I have had no more problems with the software than usual, though I have seen updates unset some of my settings (which I have chalked up to age-related-memory-disorder). However, I would be interested in your problems with Form 8867 and the dependent screen. I do not see changes. These are the same poorly designed and badly interpreted screens that Drake has had for years (among the issues, they do not consider "not applicable" to be a valid answer for some questions which do not apply to a particular situation).

I think their new owner wants phone line back ups because staffing levels to avoid these cost money and they are primarily interested in investment returns. It will not get better because Phil Drake's vision for his namesake company is a thing of the past.

[Snaggletooth]

Support has asked me to uncheck certain boxes on the 8867 that were relevant in order to allow EIC on three occasions.I have not had a single return with children without support

I met Phil Drake in 1982 in Franklin NC back when electronic filing was a joke. I was proud for him and sorry he is not the owner any more.

[sandigi]

I can't even download the 2022 program!!! Their new sign on portal doesn't like me and won't email me the code. Support was no help. I asked for an escalation ticket to be entered and was told somebody will call me back. I asked when . . . and was told between 48 and 72 hours. That is not acceptable.

So, here it is 02/14/2023 and I might have to wait until 02/17 to download the program, and then spend time tweaking it. What am I gonna do?

[spanel]

I can't even download the 2022 program!!! Their new sign on portal doesn't like me and won't email me the code. Support was no help. I asked for an escalation ticket to be entered and was told somebody will call me back. I asked when . . . and was told between 48 and 72 hours. That is not acceptable.

So, here it is 02/14/2023 and I might have to wait until 02/17 to download the program, and then spend time tweaking it. What am I gonna do?

Crazy.. we have filled ~ 250 returns and you haven't even downloaded the current year tax program???

Yikes!!!!!

Chris

[Uncle Sam]

You need to work this out with Drake Support. They are the only ones who can help you work this problem out.
There is also a Support Chat that is an online chat system.

[Rapid Robert]

"you haven't even downloaded the current year tax program???"

My reaction also.

"and was told between 48 and 72 hours. That is not acceptable."

What's that old saying, a lack of planning on your part is not an emergency on [someone else's] part.

[sandigi]

Well no thank you for the chastising which I did not expect from the members on this site.
I live in Florida and my entire home was flooded and home office ceiling caved in during Hurricane Ian. Our area was ravaged and we are all trying to rebuild our homes and lives.
I also have a Medicare insurance business and was involved in Special Enrollment Period work due to the hurricane interrupting the Annual Enrollment Period. I was displaced from my home for a month and have been trying to work in an environment that is difficult.

[Rapid Robert]

"I live in Florida and my entire home was flooded and home office ceiling caved in during Hurricane Ian"

The following is good advice, it was posted about half a year ago, just prior to the widely anticipated Hurrican Ian landfall in Florida.

https://www.irs.gov/businesses/small-businesses-self-employed/preparing-for-a-disaster-taxpayers-and-businesses

[New York Enrolled Agent]

Sandigi - I’m sure the posters on this board now feel for you based on your second post. In retrospect it would have been advisable for you to provide a bit of detail about your predicament.

The members of this Board are not clairvoyant - your first post would have been better received with a small bit of background.

[Anarchrist]

In retrospect it would have been advisable for you to provide a bit of detail about your predicament.

In retrospect, it would have been advisable to one not to criticize others out of ignorance. The reason he hasn't downloaded isn't relevant to the fact that Drake's service in this instance is atrocious.

[Rapid Robert]

"Drake's service in this instance is atrocious."

But it isn't atrocious, or at least let's say that just one opinion. If a tax client came to you on Apr 13 and stated that they had a disaster six months ago and therefore you must now prepare their complete and accurate return start to finish that same day-- and you balked--you might also be described as providing "atrocious" service. After all, Drake has other customers too. You are criticizing Drake out of ignorance, since you do not know whether the actual problem is on their end or not.


"and was told between 48 and 72 hours. That is not acceptable [...] .What am I gonna do?"

Give your clients the same excuse you presented here. As you can see, many people will be understanding that you don't have disaster recovery / business resumption plans in place.

[sandigi]

In retrospect, it would have been advisable to one not to criticize others out of ignorance. The reason he hasn't downloaded isn't relevant

Thank you. This is what I was thinking also. Should it matter WHY I am getting to it later than others? When one reaches out to others for help, why do people judge and chastise, rather than offer help? I originally did start to tell about my situation on this board, but then I thought "Well everyone is so busy, I don't need to bog them down with lots of words." So, thank you Anarchrist for showing some compassion. I appreciate it.

[Rapid Robert]

"When one reaches out to others for help"
"thank you Anarchrist for showing some compassion"

Help and compassion are not the same thing. What help did Anarchrist provide?

The first help you received in this thread was a suggestion to work with Drake support, but you already rejected that option in your original post. Then I helpfully suggested you read the IRS recommendations regarding how to implement one of the fundamental requirements of any business, especially one whose customers have time-critical requirements. This was aimed at helping you avoid the problem in the future. Then I also helpfully suggested that you just chill out and accept the 2-3 delay offered by Drake while presumably they are helping other clients, since there appears to be no down side to that.

Now that it has been well beyond the original 48-72 hour response time frame, why don't you tell us what the problem ended up being? So that no one continues to criticize Drake out of ignorance...