I have used TT for at least 20 years and thoroughly enjoy the application. One of the features I particularly appreciate is my ability to import data from the previous year’s return. Unfortunately, after purchasing and installing the 2022 Home and Business desktop (PC) version, I repeatedly receive an error message indicating that the import (from last year's PDF file) was unsuccessful. I have reached out to Intuit customer support team. As it turns out, the lady that I reached quickly realized that her knowledge related to using the program to deal with tax issues, and not what appears to be a serious technical issue with the application itself. After some time, she was able to contact another agent whose expertise apparently focused on such issues. Unfortunately, I quickly learned that I could not speak directly with the latter agent, nor could she even see my screen! The first agent had to act as a “middleman” and literally convey information back and forth to the other agent via chat. Despite these issues, the agent tried her hardest but the steps recommended by the other agent failed to resolve the program, raising my concern about needing to invest hours of work to manually input last’s years data. I was advised that the second agent had escalated the issue but to date I have not received any follow-up. I would note the following facts:
- The PDF file was created by TT 2021. It still opens and functions perfectly in Adobe Acrobat.
- The second agent suggestion that I rename and save the file with a different name failed to resolve the issue.
- I opted to uninstall and reinstall TT 2022 but continue to receive the same error message after the reinstall. Two days of additional updates also failed to be helpful in regard to this problem.
- Hoping that I might be able to resolve the problem by re-installing TT 2021 and then creating a “.tax2021” file in addition to a new PDF, I located my Amazon order for last year’s program, but cannot download it unless I repurchase that version – which obviously makes no sense.
I have written the VP's of customer success and technical matters but have not yet heard back from them either. I am very concerned that I may have to spend many hours manually inputting last year's data. Might anyone have any other suggestions?
Thanks
