Live Help

[gmott18]

I have asked this but did not get an answer that actually answered my question...

For Live Help call backs, do they always first start with the customer service person?  Are they all product experts? or are some just front line customer service or product experts?

How does this work?  Do i need to request a tax advisor?  Seems like sometimes the person answering really knows their stuff and other times they are not that familiar and just looking things up.  For some issues not as much product related , but tax details /tax related,  I would rather speak with a tax advisor.  Support has been good overall.  I assume that i have to ask if they are a tax expert.

[DanP0428]

It think it is a secret how the phone software routes you to who answers.  I think if you are TurboTax Live you get routed to a tax advisor.  But I am just guessing.  Sometimes the person who answers does not know and sends a link that is not applicable.  Other times I get someone who is really knowledgeable and eager to help.  If I don't have confidence in the person I am talkng to, I just call again and hope I get a better agent.

[gmott18]

I dont think you get a tax advisor off the bat just for having Live. 

I think you need to ask them if they are. Some will be front line cust svc and some are product experts. That is fine and sometimes you need that. But i think when it is an advanced issue, you want a real tax advisor.  Thanks for answering though.

[DanP0428]

When you are TurboTax Live you get routed to a tax advisor.  A tax adviser is someone who is learning to be a Tax Expert.  The tax advisor consults with a Tax Expert (Enrolled Agent, CPA, or Attorney) if they are not able to answer your question without help from an expert.