We wish that we were able to speak to the same customer service person/tech when there is a problem that cannot be resolved with one call. It would help with continuity to speak to the same person, especially once the issue has to be escalated. It's very frustrating to explain the same issue over and over. We have to rely on the new person to make good notes so that the case will move forward in the most efficient way possible.
I'm not sure that this is always happening since we have had an ongoing issue for 4-5 weeks now and I cannot get Lacerte / Intuit to call with an update or resolution. This issue is keeping my new hires from being able to work in Lacerte which is unacceptable!
This forces me to call in requiring about our case which starts the cycle all over with someone new that knows nothing about the issue. For the most part, the customer service techs are very helpful and courteous-they just have a poor system to work with.
Thanks for the idea to have the same expert for cases with a 24hr+ resolution time. We are changing the status to "Open for voting" since it is no longer considered "New".
Continue to vote and comment on enhancements by going to the Idea Exchange Home page and select "Status": Open for voting, "Sort by": Most Popular. >> Community Idea Exchange
