Discussion:Pro Series Users
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Discussion Forum Index --> Business Growth Community --> Pro Series Users
| 15 January 2008 | |
| What kind of experience have my fellow Pro Series users experienced with the Help Desk this year?
I had a problem which I am sure is a flaw in the system. I e-mailed the problem to Pro Series and they responded, saying in effect, it was not a problem. They are wrong. Then, I tried to call the Help Desk and was advised that it was a 45 minute wait time. ?????? | |
| January 15, 2008 | |
| when I need to work with proseries I use the chat feature. Never had to wait more then a few minutes and works as well as a phone call. I thnk the chat gets priority over the phone as for response time. I even had a guy I chatted with call me back when he found out that something he told me had changed. What amazing to me and a great help. | |
| 15 January 2008 | |
| That sounds very interesting. But, how does one access the "chat" feature | |
| 15 January 2008 | |
| I called last Sunday morning. The person was kind of dense and made it worse by assuming I was stupid. After I got her thru all her preconceptions about what my problem "really" was - we got it fixed. | |
| 16 January 2008 | |
| I tried calling the help line this morning and the message said that the wait time would be approximately 45 minutes...UNBELEIVABLE and it's only January 15th. I'm guessing that none of their increased renewal price has gone to staffing the help desk. | |
Lmcdon9822 (talk|edits) said: | 16 January 2008 |
| The product is only as good as its customer service! | |
| January 16, 2008 | |
| If you go to the online support portion of the myproseies webpage the second option is to chat live. It is only available during the day but works great. Still haven't had to wait. | |
| 17 January 2008 | |
| I am ready to give up on Proseries and I have been with them since they bought Best Software in the early 90's. This year our RAL checks did not print the name on the check and if the RAL is for less than 1,000 it does not calculate the finance fee correctly. Impossible to reach tech support and the fix came from another user which tells me that this program is better supported by the user (does open source linux come to mind). The vendor fix posted on the web did not even solve the problem. They eliminated the Express version this year causing my software cost to triple and the problems have also tripled. Seems the more you pay the worse it gets. Is it really too much to ask for names to print where they need to and simple calculations to be correct? I swear they don't even test the stuff. The QuickBooks ProAdvisor program is almost as bad. Support people that barely speak english and then refuse to listen to what your saying. Everytime I call, they wade through something like 13 different accounts to try and determine if I am a Proadvisor and usually they come back and tell me that I am not. I usually say something like, well if that is the case then send my money back. | |
Kathykirkendall (talk|edits) said: | 22 January 2008 |
| Thank you for providing feedback on the challenges you’ve been having with ProSeries bank checks. As the group product manager for ProSeries, I assure you that we take this issue seriously and apologize for any frustration it may have caused. I’d like to highlight some information that you may find helpful.
Bank Check Printing Issue For the best experience, we encourage customers to obtain product updates frequently during the tax season, especially since calculations are updated frequently. Most of our customers obtain daily updates and therefore have not encountered the bank check printing issue as we corrected it prior to our opening of the e-filing processes on January 11. You can schedule product updates to take place every night by simply using the Task Scheduler feature. Work-around solutions for issues such as these are also frequently posted on our website. A solution for the bank check printing issue was posted on our website on January 14 - [1] If you have found these steps do not resolve your issue, we suggest that you follow the detailed instructions in this document with respect to holding down the SHIFT key. Miscalculated Finance Charge on Checks With regard to the miscalculated finance charge on checks, the bank was not recognizing the finance charge as a Low Cost Loan in some cases and was recalculating the charge with a different formula. This error – which was discovered and immediately corrected by the bank on the morning of January 14 – impacted only those checks that were released when acknowledgements came in Sunday evening, January 13. In total, the refunds ranged from $.01 to $1.79. All customers impacted received a new TILA by mail highlighting the mistake as well as a refund. Customer Service & Support And finally, I would like to address your issues contacting us about this problem. We are committed to providing our customers with a great support experience. We offer a variety of ways for our customers to contact us and quickly resolve their issues and take all instances in which we fail to do so very seriously. Feedback such as yours is an important input into driving improvements in the customer experience and we thank you for your willingness to share it. Regards, Kathy Kirkendall Group Product Manager, ProSeries Intuit Inc. | |
| 22 January 2008 | |
| It sounds like ProSeries customer support is taking lessons from ATX (CCH) customer "support." ATX blamed new phone service for their early "problems." | |
| 23 January 2008 | |
| Oh, she forgot to mention, "Your phonecall is very important to us." | |
| 25 January 2008 | |
| I was very pleasantly surprised with my call to tech support yesterday. I got through after a very short time on hold (less than a minute) and the tech support rep knew what I was calling about & was very knowledgeable about the program. Really could not of been better. | |
| 25 January 2008 | |
| I've had both good and bad experiences with ProSeries tech support. I guess it depends on who you get when you call the 800 number. | |
