Is anyone else experiencing major problems with lacerte's telephone support this year?

[George4Tacks · Accepted solution]

I believe the answer is YES.

Often using Ctrl + L to open a ticket. You can send the return and comments on the problem.

Post your question here and you will likely get a timely answer. 

[IRonMaN]

I'm not, but then again I'm using ProSeries.  ProSeries is humming along perfectly on all 3 cylinders.

[George4Tacks]

You Go! (pun intended)

[ComputerizedFinancials]

Major problems is stating it LIGHTLY!!!  Support is basically NOT EVEN acceptable!!   Today I called Lacerte support twice about two different "System errors", to quote the Lacerte tech.  I was on hold for over 45 minutes for each  call.    First of all, Lacerte, get rid of the folks you have hired to forward our calls to the right department and spend that money on KNOWLEDGEABLE TECHS!!!   My first call the tech CLEARLY did not have a clue...like so many others I have spoke with before!   This first tech didn't even know the program field I was speaking of and was clearly going to go on to the internet to research a fix to something she did not have a clue about.   Heck I could have done that myself!! I  had it and ask her if I could please speak with a tech that is experience.     Her response "sorry ma'am but all of the techs in this department were just hired for tax season and we all have to look up the answers on the internet data base.   Really is this what I pay so much to Lacerte for!  She agreed to transfer me to "systems error" department.   She returns to the phone and said I have some one else to help you.   Okay the total of that call was two hours and 17 minutes.   The second tech forced twice a Lacerte re-install before the error calculation in the tax engine was corrected.    After hanging up I proceed to finish this client return & found a diagnostics error stating: "Form 8615 tax for certain children who have unearned income does not apply to children ages 18- 23 whose EIN exceeds 1/2 of their support..... on it went with this message.  I say what the heck this is a single guy with no dependents which is exactly how his data was entered in the detail client info screen.  I call Lacerte again for this error and another error with calendar appointments syncing.  That call was 2 hours and 9 minutes.    At least the first tech this time knew how to proceed.  He had me send him the client file he opened on his computer and as well had a dependent llisted that was not even there and he could not delete the dependent detail screen or form 8615.   The solution  was to over ride the critical diagnostics error or setup a new client file and re-enter the dients data.   REALLY LACERTE!!!   I chose to over ride the critical diagnostics.   

Every year for at least eight - ten years I have said I am done with Lacerte...this year is the last straw unless Lacerte steps up their game!   I and my client's spend a good deal of money for intuit products between the tax program, various payroll products, QB desk top, and QBO it is really time for better results for the money we spend!!   I sure hope someone higher up in Intuit takes note of our complaints!!!   

Sorry for my venting!!   
Outraged      

 
 

[George4Tacks]

@ComputerizedFinancials I noticed that your venting is your first post here. Most of the answers here are from other seasoned Lacerte users and often will get you a quick resolution. I know the frustration, but my guess is every software product this year is a bit stressed.
Lacerte Appointments is archaic and leaves much to be desired. For a single practitioner, consider Google Calendar.
Data errors such as what you described do occasionally happen. Garbage ASCII occurs everywhere. My solution would have been to add a dependent. Exit Client. Enter Client. Delete Dependent. Rinse and repeat.  

Hang in there and post your next problem here.

[ComputerizedFinancials]

Thank you George for your in put.  While I can appreciate and understand that software products have issues time and again, however year after year after year is ridiculous.   I am not a single practitioner and have employees who are also access the appointment book.   

The convenience of Lacerte appt book and all tax client's info in one place is a great feature thus why I use the calendar.   As to the solution to my second issue yesterday, I tried your suggestion multiply times as well did the tech on his own system.  He even copied the client file as a new client profile on his computer and same issue.  He agreed clearly a program system error.

I am not knocking the fact that when Lacerte is operating correctly it is an awesome program that does a great job in the task at hand; assisting to prepare tax returns with the most accurate results,.  However when there are software issues, and there always are, they need to have knowledgeable employees on hand to minimize the software users frustrations especially during our most stressful time of the year.

Thanks for listening,
CF     

[IntuitAustin]

This is not the ideal support experience we are looking to deliver and thank you for sharing your feedback. We look forward to restoring your confidence in the product experience. As @George4Tacks said, our community is a great place to bounce ideas or issues off a tenured pool of experts.

[IRonMaN]

"a tenured pool of experts"

Are you calling us old?

[sjrcpa]

I think he is. :older_woman:

[AshleyatIntuit]

Ya'll are too funny

[customer]

I agree!

[Art Landing]

Absolutely!  I tried to navigate the current help system in vain for several hours. The "how may I route your call"  personal operator has apparently been cashiered, replaced by a call back feature and circuitous voice mail menus that have no "live operator" option and no way out.

I wound up at one point  in a QuickBooks access option loop - and our office doesn't even use Quickbooks! I hung up and called back in. Finally received two callbacks with the first responder,  after an hour,  still trying at this moment to conference in the billing department. She needs to include them  to resolve  a double billing question which is blocking rep access for our office. The Lacerte computer system falsely shows a balance due but the billing depart    But can my technician's supervisor , after over an hour wasting both of our times, bypass the backed up billing queue by simply calling a billing dept. supervisor directly?  Nope!

[BobKamman]

@IRonMaN "a tenured pool of experts"

Oh, is that what he said?

Thought he was referring to my ten-year-old grandson

He's an expert in remote learning.  I should ask him for help setting up a Zoom classroom for some of you regulars. 

[naguilar]

Right there with you! And we are in the year 2021 and it's terrible! No customer support whatsoever!!

Customer Service for such a high end tax software, which we held high, is no longer quality. We spent total time of about 4 hours on the phone with them today when we are in dire need of some assistance. I believe they changed management or customer service company and it's really bad. We were on hold for the majority of the time and still they couldn't help us. Their billing system has changed and has locked our account and now we are unable to file returns from 24-48 hours with 10 days out! This is unbelievable and we are seriously considering taking our business elsewhere. It's disheartening when we've been loyal customers for over 28 years.  We are very frustrated and outraged too!

[Alltax]

Yes, I agree but how does a billion dollar company charge 4 times what any other tax program and not have any support on the week like 24/7 especially during tax season.

The program will not even open!   And absolutely no support!

[pardenas]

Our office has been big issues for the last past 6 weeks, and no one was able to solve this problem. We are stuck and cannot move forward.