Asking Intuit anything you could about the product

[Jim-from-Ohio]

Received an email from Intuit with an invitation for a half hour Q & A interview with them.  I am scheduled for Friday at noon.. I have a few ideas to bring up with them.. anyone else doing this?

[IRonMaN]

I wouldn’t waste my time.  Back in the old AllStar days they used to have sessions with Intuit staff and the AllStars.  They never listened to a word we said.  I’m guessing most of your time will be spent having someone from Intuit telling you how wonderful they are and then they will put you on mute while you speak.

[PATAX]

Heidi signed up for it. She is brushing up on her English so they can understand her.

[IRonMaN]

Heidi doesn't need to brush up on her English.  Let the folks at Intuit get a feel for what it's like to call their overseas support personnel.  

[Just-Lisa-Now-]

I got the email too, I dont have video capabilities for the 1 on 1 interview, so no $50 for me!

[qbteachmt]

"They never listened to a word we said."

But they sent us branded gifts! I still have the paperweight and the tote bag. The ink pen stopped writing, though.

[IRonMaN]

I don't remember getting a paperweight ---------- although I might have but maybe I gave it to one of the disgruntled user groups that were heading to Inuit headquarters with their pitchforks at the ready.

[Just-Lisa-Now-]

Ive actually got a bunch of stuff I still use, my TurboTax coffee mug is one of my favorite mugs, the logo is almost worn off though.

[IRonMaN]

I do have to admit, I am still driving that Intuit Porsche.  Is anybody else still driving theirs?

[qbteachmt]

I already have a porch. And a patio. I didn't want to be a glutton and accept something I knew someone else needed.

[abctax55]

I used to have transcripts from those meetings.  They were always good for a late night laugh during filing season.

I do still have the Intuit branded metal water bottle I use, and of course my little red sports car.   The car is getting a bit old,  I'm looking to replace it.  Maybe with a Mini Cooper; I'm hoping Intuit will at least cover the  down payment for me.

[abctax55]

@Just-Lisa-Now-    How do you explain that TT logo to clients 😉

[PATAX]

Jim while you are conducting the interview there in your office have you considered what songs you are going to play in the background? Eminence Front?😉

[Just-Lisa-Now-]

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@abctax55 wrote:

@Just-Lisa-Now-    How do you explain that TT logo to clients 😉

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I only use it at home!

[IRonMaN]

It's almost time ------------------------ good luck Jim!

[Jim-from-Ohio]

ok.. just left the zoom meeting.. One of our gracious hosts that you see, Gabi was there along with three other Intuit employees.. it was a very good meeting I thought that included such topics as suggestions for new users, quick zooming, cross referencing, tech support, community concerns and an open suggestion time for any suggestions that I had.  

As part of that I told them as far as I go at least is that my biggest concern was form availaibilty.  Since I meet with all my clients in person and prepare the returns right when they are with me it is really diffucult and time impeding when certain forms are not available and I have to put a return on hold.  I even brought up, respectively, how there is a consensus that TurboTax seemst to get more support and forms available quicker than ProSeries. 

I mentioned as far as the community goes, the biggest issue there is the limitations on the search function,how searching for a topic previously discussed most often does not turn up in the search results. 

They asked if I called tech support and I really do not.  From what I read here many users of the community do not and I relayed to them the reason is the front line person taking the call does not seem to reallly know the program and they have to ask someone else there and so most community users just post the question at the commniuty vs calling tech support.

They asked what advice I would give to new users.  Among other points I suggested any user first have a grasp of fundamental, basic 1040 laws before using this software, or any software.  After that, if possible, to train under someone else that already uses ProSeries would be the best but if that is not available to go through the 1040, in forms mode, going down the 1040 as if you were doing the return manually.. double check all entries, checking totals with a ten-key, tackling basis items like W-s first before getting into more involved issues like Schedule C or E, as to get some momemtum built up in your tax preparation process.

Overall, I thought it went well. 

[IRonMaN]

In your original post, you said you had a few ideas to bring up with them.  What were those ideas?

[TaxGuyBill]

Did they mention how much the "we-pretended-we-listened-to-you-fee" will be next year? 

[Jim-from-Ohio]

1. Form availability - Getting forms in the program timely so not to have to put returns on hold  It seem that TurboTax has forms availalbe before ProSeries does. This was my biggest concern, that once tax season opens that forms are available.  Tax season is so compressed that delays in a high volume office really puts a crimp in production and having forms available on day one is essential. Following the same topic, I brought up how essential it is for the states to be available.  A few years ago Ohio, the state I am most concerned about, but it applies to all users in other states, but I can only speak about Ohio, and how having dealays in states also puts a monkey wrench in production and having state modules good to go on day one of tax season is needed. 

2. Program Support - In the same light, overall support for ProSeries from Intuit, making it one of the priorities of Intuit. Some users in the community I mentioned to them think that Proseires is second fiddle to TurboTax and would like the same support for ProSeries.

3. Program updates - When an udpate comes through, letting us know what the updates fix, at least the major issues so we can know what was fixed and how that may impact returns we completed or working on.

4. Community -  Improving search results on the community.  How searching for a subject often does not bring up relevent answers.They asked me what I do if I have a tax question.  I mentioned that I normally do a google search for it.  I used to use the Master Tax Guide for those questions but searching online now is quicker and brings up more up to date information and is easier to use. 

5. Tech support - They asked if I contact tech support I really do not for a couple of reasons.  I have been using the program so man years and I have a real good grasp I feel on how the program works but we discussed how the first line of tech support used to know the progam but in recent years they seem to have little or no knowledge of the program or basic tax laws and calling is often fruitless. I said if I get stuck, which is rare, but if I do, and it seems that most people on the community also do, is to just post their question at the community.  Improved tech support would be desireable. 

.

[PATAX]

Thanks Jim. You did a good job.

[TaxGuyBill]

Those are all great points.

Those points have all been brought up repeatedly and ignored.

With 1800 employees being laid off, it seems like an odd time for Intuit to be asking such questions.  Perhaps they are trying to figure out where to aim their AI initiative.  But since they have already been repeatedly told this points and have a gigantic list of suggested improvements, what was the purpose of that meeting?

[PATAX]

Bill, sometimes the squeaky wheel gets the oil, as the saying goes.

[IRonMaN]

The squeaky wheel may get the oil most places but at Intuit they just remove the wheel and say they did it because that’s what we asked for.  

I’ve been around here since dirt and Bill joined shortly after.  We have seen and heard the same BS over and over.  The only thing that changes is the names of the BS providers.

[PATAX]

I know, I was just trying to be optimistic. Every once in a while a blind squirrel finds the acorn, as the saying goes, I.E. there is always hope.

[IRonMaN]

That’s a dead blind squirrel if he eats the Intuit acorn.😵

[PATAX]

🤣🤣🤣

[abctax55]

All I can say is:

Echo, echo, echo...... virtually ALL has been pointed/discussed with Intuit in previous 'meetings'. Yet here we are, again, still.  

Yep, jaded

[PATAX]

@abctax55 Could that echo be Juno barking?😉🐕#1

[abctax55]

Juno wasn't with us back then, it would have been Vonnie (our chocolate lab).

[The_AntiTax_Man]

@Jim-from-Ohio  Thanks for furnishing live feedback to Intuit regarding the ProSeries program's shortcomings.  Someone needed to do it.

I think that these folks can read every point that you made by simply reading the comments previously posted in this Community.  But, oh yeah, the Community search results function is not very good.  Well, we could start every discovered problem in ProSeries with the headline "HEY MOUNTAIN VIEW!  WE HAVE A PROBLEM IN PROSERIES!" followed by a description of what the problem is.  Then, the Intuit employees can easily locate the issues that need to be fixed now and again later for the post filing review of what went wrong this year.

Jim, I have a question for you about the Intuit employees that you met with online.  Are they dedicated ProSeries product employees?  Are they at the decision making level within the company?     

[Jim-from-Ohio]

@The_AntiTax_Man ok.. my viewpoint of it..There were three people there.. Gabi from the community was there and some gentleman who I still don't know who he was.  Part way through the session a third person came in but I don't believe she said anything or asked any questions. 

Most of the questions were from Gabi and the fellow there.  It was difficult to tell if they were ProSeries specific employees or if they had other roles with Intuit.   I did not get the impression that they were at the decision making level based on just the vibe of the meeting.

I answered their questions and provided my feeback based not only my thoughts but tried to incorporate concerns brought up here.  I still feel very strongly that the number one concern that I personally have is to have the program ready to go, and all forms available on day one of tax season.  I know during Covid that was not always possible since things were in flux then but this is a stable year tax wise.  I don't really have problems with how the program works or how to use the program.  I am ready to go on day one of tax season and not having forms ready, federal or state, really puts a crimp in my process and I am sure others as well. 

As far as program support, I read somewhere that ProSeries had the large number of preparers among any professional tax software.  I tried to stress how it seems TurboTax was supported more than ProSeries, at least that seems to be the consenus here based on comments I have read.  Program support comes back to forms availaiblity in many ways also.

Overally, they seemed interested in what I was saying as they acknowledged my comments but I did not get a real strong impression any action that they may proceed with.  I hope they do though and look forward to a good tax season again coming up. 

[IRonMaN]

" but I did not get a real strong impression any action that they may proceed with.  I hope they do though"

Speaking on behalf of the AllStars - deja vu all over again.

[The_AntiTax_Man]

"...difficult to tell if they were ProSeries specific employees..."

"I did not get the impression that they were at the decision making level based on just the vibe of the meeting."

"...but I did not get a real strong impression any action that they may proceed with."

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 @Jim-from-Ohio  Thank you for the reply.