I also have used PS over 20 years, and have never had to call support except for a few account issues. PS is very user friendly, and easy to navigate. The last couple of years have been rocky, but I realize there were a lot of tax issues, and some preparers using other software have had more complaints also the past couple of years. I had been thinking about changing due to high price, but did not want to go through the learning curve. I closed office this year, but will still have about 20 - 30 returns to do, so for 2022 tax season I am sticking with PS, and I believe they will smooth out the rocky parts, and hopefully will improve customer service, maybe even add back chat