how to get help from software developers-Lacerte

[DAS13]

I have already contacted Intuit support by phone to report a program issue. I was given a case number and told that the developers need to update/fix the software to correct this issue. How do I get a message to the developers to describe the fix needed? (and provide specific case details)

[Anonymous]

Hi @DAS13, 
What's your case number? 

*****
See Hot topics for Lacerte here. 

[DAS13]

[removed]

Thank you.

[sjrcpa]

@DAS13 Word to the wise - don't hold your breath for a fix.

[agncpa]

can you help me too?

I have an issue with my Fast Path.  I have been on the phone with your customer service, IT and billing department all week.  We were facing a May 1st deadline for the State of Florida tax returns (extended by last year's storms).  On your end it was saying that Fast Path was active, but on our end we received an expired message.  

We spent days and hours that we did not have to spare trying to fix this problem.  We opened two seperate cases and never received a call back.  We were unable to file any clients and did not receive any help from your company.  I have been a client for 25 years and have never experienced a situation like this.  This could ruin me financially.  We had to file hundreds of extensions by hand and mail them from the Post Office.

The case numbers are:

• 15136112860
• 15136186551

Hopefully you can assign an account manager to help us resolve this problem.

Time is of the essence.

[agncpa]

i have 2 cases and have yet to receive a call back.  i missed a whole tax deadline... could not file anything... no one helped or returned a call

[abctax55]

@IntuitGabi

(edit... hmmm.... Gabi is now anonymous?)

Sure seems like a lot of folks are flat out being ignored.   Can you help this person at all?

[IRonMaN]

That kinda sucks.  Someone has a lot more patience than I do.

[abctax55]

Yeah...I'd have the pitchforks & hot oil out.

[Intuit_Ruben]

Hello! I am happy to look into these, I will follow up once I have more information. Thanks! 

[abctax55]

@Intuit_Ruben 

Thank you, and could I ask that you report back, here on the Forum, that this has been resolved and what the solution is?

It may happen to others, and obviously calling support isn't at ALL helpful.  These deadlines we face (as preparers) are incredibly stressful.  The NON-support aspect of Lacerte/Intuit these days is concerning.

Like most others, my renewal notice just arrived.    These non-response issues from support may make folks wonder if it really IS time to switch software. 

(Also... tagging Gabi now shows up as 'anonymous' ??? )

[Intuit_Ruben]

@DAS13  Can you please send me a DM with your case numbers ? I will reach out with information once I know more. Thanks! 

[abctax55]

@Intuit_Ruben 

@agncpa is the one with the most recent issue, not @DAS13.  Hopefully it hasn't taken a month to get his/her issue resolved 😉

[Intuit_Ruben]

@abctax55  I have our team reaching out to @agncpa and handling this. If there is a solution I can share and works for everyone who runs into the same issue, I will be happy to share it. Sometimes this can be firm specific, therefore, the solution can vary. I am happy to share more once we get to the bottom of it. Thank you!