I agree. It is unacceptable and we are never compensated for the extra time the failures take. It is hard to talk to anyone at intuit from the US which is also very frustrating. They don't know the first thing about what a tax return is. A 5 minute solution takes an hour because you are placed on hold many times so they can lookup the answer or speak to someone else. I stuck with them again because there weren't many major issues last year but they will be getting poor reviews from me this year. From my many years of experience, Intuit does not seem to truly care about customer satisfaction. Ever notice how you never receive a survey when support can't fix your problem?