What level of support will Lacerte provide to CPA's who prepare returns? The current model of speaking with non-tax professional support people is frustrating, I am asking question about forms, where are numbers coming from,  and calculations. The people on the other end are looking for error codes in their database. 

Example: prepared a return, lacerte calculated a penalty for failure to pay estimated taxes for 1,890. Client paid the penalty. IRS refunded 790 because they calculated a lower penalty. Tried to speak with a support person, and she was focusing on the estimated payments being withdrawn. Not even close to the problem. Eventual response was to send us the calculation through Lacerte.

I have 20 years invested in Lacerte. Its really frustrating when questions can't answered because part of the problem is that we are using a different language. I speak tax preparation, they speak error codes. I spend more time teaching them tax than getting support.

Is there a way we can go directly to a higher level of support? What other options do we have? 

I can't even find a phone number to call and speak with someone about this. Lacerte has quite successfully hidden contact phone numbers from the user community.  The phone tree is not set up for this. 

Being able to speak with someone would be a huge help. Some of the support folks are more concerned about their feedback survey results than helping me.  I don't fill them out because the answers have not changed the process.

If anyone from Lacerte read this and wants to talk, call me.