Is Support wait time bad??

[Jeri-Sue]

After almost an hour on hold, hung up and called back.  I was told could be 1 1/2 hours or more??  Never had this kind of issue before!!  i have a client that is waiting for their e-signature and it keeps rejecting it!  Is this what tax season with this VERY EXPENSIVE program going to be like??

[IRonMaN · Accepted solution]

The wait time is only bad if you call when support is open.

Support has never been Intuit's strongest point, but they have had some major issues to deal with lately so everybody except me, my brother Larry and my other brother Larry have been calling in.

[IntuitAustin]

Jeri Sue, those wait times are accurate. We have seen an increase in volume over what was expected this weekend. We are open until 4 PM CST today and will assist any customers in queue past 4 PM as well. If you call tomorrow at 11:30 CST when we first open, you'll have a better chance of not having such a long hold time. 

[Jeri-Sue]

I had to call on another issue as soon as you opened today and the wait wasnt bad.  This is an esig glitch, so probably need tech but ill try to post or else call when I get out of church tomorrow.  Your narrow window of support times is not the best either!!

[George4Tacks]

They now have an Artificial Intelligence thingy to answer more quickly https://proconnect.intuit.com/community/lacerte-tax-news-updates/discussion/announcing-intelligent-v...

[sjrcpa]

From the description, it just sounds like now you can talk to the AI to make your selection instead of punching numbers on the phone keypad.

No indication that hold time will be less or support will be competent.

[IRonMaN]

I'm sure that will work perfectly.  The use of a quasi AI system works well here to get the questions pointed to the precise location it needs to be to receive a proper answer😬