I would like Proseries to openly announce their expected tech support strategy and service standards for the 2018 tax season.  Not the hours when phones are open, but the expected time to answer each call.  I'd also like to know if chat will be offered this year.

At this point, calls go to a person who attempts to direct them to the appropriate subject matter expert.  After the announced 45 minute wait time, callers are able to request a call back when it's convenient for Proseries. Issues: 1) If you are on the line when they call back, you start back at square one.  2) If the point person refers you to the wrong subject matter expert, you start back at square one.

Please be transparent with your users and let us know what to expect this tax season.