ATTENTION "SUPPORT"
Spare us desktop users even more grief as we are showered in TT Community emails:
a) Take down your response from last week saying this problem has been solved. It DOES NOT SPECIFY that you solved it ONLY for your web product(s). Or edit what's posted to clarify because it's misleading. As of 2/14, Form 7206 is still preventing e-filing.
b) Your support lines 8hundred-six2four-90sixsix & 8hun[product key removed]r8 generate these useless emails with links that have nothing to do with this issue. Supposedly some users are able to get through to a human which reportedly is a waste of time.
c) Many users are sending in their "sterilized" returns via "Send File to Agent" and apparently feedback suggests that process isn't functioning as advertised. How many of these submissions do you need to figure this problem out? Seriously, take down the suggestion that says to send in your data for this problem and clarify that clearing the cache and cookies is for the web version, and NOT the desktop software.
d) The automated phone support is a joke. Has anyone at TT ever put it through some real tests? I know it must be hard. It makes senseless replies and sends unrelated links. What would REALLY be helpful is something USEFUL like a RESOLUTION TIMELINE so intelligent decision-making can be made. Can you imagine some of us are leaving the country, flying out on business, going on a vacation, have to pay bills with a refund, are losing interest on i-Series bonds, etc.? I didn't think so.
e) Can someone at TT please work with your support staff and tell them to say something other than return the software for a refund? We downloaded or opened it to get this far. Refunds? (We have already cleared the cash.)
f) If community members are lucky enough to have their receipt, or can still get it, they may want to keep it handy for a class-action suit that has been floated. These actions seem to get management's attention and drive process improvement.
g) Bugs happen, sloppy coding happens and for some things there is forgiveness. What is certain thus far is an epic fail in customer communication and support. May I suggest that TT issues a credit for free or highly discounted software next year. That gives you a year to plan for it and it's a good faith attempt at customer retention. You know who we are. You know when you (hopefully) send a fix. If this goes from bad to worse, we loyal customers will simply vote with our wallets....
