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- have customer service escalate issues or report software issues
have customer service escalate issues or report software issues
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540 Middlesex
Level 2
yesterday
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Customer service provided by Intuit has gone in the toilet.
Reps are no longer able to escalate issues they can't fix or give you a tcket for someone to get back to you. And they can't even report a bug with the software to any programmers that users report.
They try, but they aren't equipped to solve most issues because they know nothing about taxes. They make you wait while they research and google and give you things to try which you know won't work or things that don't even address the issue because they don't understand the issue in the first place.
Intuit used to have tax experts to help---they don't anymore
Intuit used to allow reps to report software bugs to programmers--they don't anymore
Intuit used to allow reps to escalate---they don't anymore.
So my idea is to bring that back and improve your company and its customer service. Users think you don't care about them, because you actually don't and are not interested in solving user issues.
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