Level 5

Question

Does anyone else think ProSeries customer service has went into the toilet?

Forum|Forum|4 years ago
February 10, 2022
5 replies
22 views

When you call you cannot get a manager or supervisor even when the person taking the initial call has no clue what you are talking about or how to help you. The response was that the supervisors are all to busy to take a phone call. They do not have time right now he said, but call back later and try again. What a Joke! Then I asked what happened to all the shortcuts with the calculator. He had to chat with his supervisor to get the answer, and she told him that it must be a windows issue that proseries does not have shortcuts! LMAO! You have got to be kidding me! Pro series DOES have keyboard shortcuts. We have used them for years! This supervisor doesn't even know that? who are they hiring, and do they not train them. I think we are done with Proseries after this year. They have gotten increasingly worse and over the last 3 years it's been exponentially worse!

ProSeries Professional

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Level 15

Is your issue something that your fellow users here could help with?

The more I know the more I don’t know.

joshuabarksatlcs

Level 9

Does anyone else think ProSeries customer service has went into the toilet?

Yes.

Many like me also think all customer services, worldwide, or perhaps galaxywide have gone down the tube.

I come here for kudos and IRonMaN's jokes.

Tax Man TanAuthor

Level 5

I agree. It's hard to even get a human at some companies, however, any company charging 10k a year for software should have impeccable customer service!

Tax Man TanAuthor

Level 5

UPDATE ***

There is at least some hope! We called back and were lucky enough to get Brian on the line. He had to do a lot of work and research to answer our question, but he did! So there is at least one rep their that is spectacular. He should train the rest of the teams! Unfortunately, even Brian was not able to get a supervisor to get on the call though. That is astoundingly disconcerting, that a company charging 10 grand or more per year for software will not let you speak with managers/supervisors.

Level 4

It shouldn't have to be this hard to get results....They are more concerned about selling products...and subscriptions then perfecting what they have.....my office is in PA and we are still waiting on forms....simple forms for 1040 filers....time to shop around for a different tax preparation software....

Tax Man TanAuthor

Level 5

Agreed 100%! Their sales team is top notch. Their engineering team has gone down the dump. and customer service is a crap shoot, just depending which rep you get. They change commands annually that were in place for 20 years. They get rid of shortcuts that worked to perfection! It's like they want to make the return more difficult for us to prepare! Crazy.

Level 7

They have gone into the out house where they are continualy in a pile of you know what.

Level 3

I almost feel bad for these poor frontline call representatives. They have zero clue about the software, much less how the forms should work and they're working in a simulated version of the software. When the representative tells you, that they've search the "community" and Microsoft Edge (Really, you're Googling a ProSeries Software issue?) and there is nothing else they can do. Or my favorite: Let's see what version of windows you are using and do a ProSeries Update from the ProSeries Tools Hub.... More wasted time I decided not to partake in. Icing on Cake.......after an hour and half I was told that the Form was not final until 03/17/2022 even though the Software Release Date Shows the form Final and so the Detail after a ProSeries update. BTW this is form 1040X (the July 2021 Revision) that is not yet been updated in the 2020 Software (it is still the January 2020 Revision). They argued last week that those forms were only updated for the year of release but but ProSeries 2018 and 2019 also have the January 2020 Revised 1040X in the software. The newest version should be updated to those prior years. Please somebody, make it make sense.

Level 7

I responded to this same question about 2 weeks ago and my answer to you is the same as it was to that other preparer before. The service is gone to the outhouse and is in a big pile of you know what.