Our database became corrupted Wednesday morning March 29. I have spoken with five technicians, none of which have been able to resolve the problem. My outside IT company worked for an hour trying to find out what the problem is as well for which I have to pay. I was told by Agent #1 at Lacerte on Wednesday after over 3 hours of trying to resolve the issue that it had to be escalated and they would call back within 24 to 48 hours. I told him that was unacceptable and after doing something offline he came back on and said they would call back within 24 hours.
On March 30, we had not heard from them within the 24 hour period so I called around 11:00 a.m. The agent I spoke to said they had the referral to the escalation department but the previous agent did not put any notes in so they didn't know what the issue was. Agent #2 reached out to Agent #1 and found that he was just now in the process of writing the troubleshooting notes. Agent #2 then tried to help and after 1.5 hours with him he referred me to another agent. Agent #3 tried for an hour to see if she could find the issue and she said it was an issue that only the escalation department would be able to resolve. I asked to speak to a supervisor.
Supervisor #1 called and after explaining my extreme frustration he reached out to the escalation department and they guaranteed they would reach out to me this Friday morning. Because of the time difference I was in my office at 6 a.m. in case they called. It is now 10:00 a.m. and I have not heard from anyone.
I have emailed Supervisor #1 to tell him to find out what is going on now! I also called again and am on hold with Agent #4. She is, just as with everyone else, trying to find out what is going on. I have been on hold now for 45 minutes. Supervisor #1 has emailed me back stating he is going to contact the escalation department to see what is going on.
I have just been told they tried to call me twice this morning at our office number. I gave the agents my cell phone number to call because our switchboard doesn't open before 8:30 and they, of course, tried to call the office.
Everyone is seeing what is going on but not one person is resolving the issue. This illusive escalation department absolutely does not give a crap about the custo
