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Diana's Help

I had help with an issue from Diana today and wanted to share how nice, completely professional and knowledgeable about the issue she was. I appreciate her patience with me and how quickly we resolved the issue. Keep up the great support Lacerte. You have a great team of professionals.

sincerely

Stephen (Woody) Woodson

Fleming & Co CPAs

0 Cheers
41 Comments 41
IRonMaN
Level 15

Oh god, it really is uncomfortable sitting on my hands after reading these glowing reports 😬


Slava Ukraini!
abctax55
Level 15

@IntuitGabi 

This kind of crap posting (just to 'stroke' how great Intuit's support is) on this *supposed* professional tax forum is rather insulting.  How 'bout we stick to tax & software questions instead of pandering?

It's fine to let the higher-ups know the employees are doing a good job, but to clog this place up is ridiculous.  Yeah, I know, I know.  "just ignore it".   So, so NOT the point.  

"*******Tax software is no substitute for a professional tax preparer*******
( Generic Comment )"
TaxGuyBill
Level 15

@abctax55  This is no longer a professional forum, it is an advertisement for Intuit products.

abctax55
Level 15

Bill...   I know that, and I know my post is a complete waste of time.  It's been a long week already so I had to vent.  And now I feel better....   /S  

"*******Tax software is no substitute for a professional tax preparer*******
( Generic Comment )"
TaxGuyBill
Level 15

Yeah, I know.  I just wanted to vent too.  😂  And I wanted to let the Moderators know how incredible deceitful they have made this forum by pushing these glowing reviews and filtering out any negative ones.

IRonMaN
Level 15

"filtering out any negative ones"

😶😶😶


Slava Ukraini!
PATAX
Level 15

@IRonMaN @TaxGuyBill @abctax55 should not good service be expected? Heidi thinks so 😁..🐆☝️....

IRonMaN
Level 15

I am just looking for someone to come clean and explain why all of a sudden this year we are blessed with so many happy campers expressing their joys of going camping with Intuit support.


Slava Ukraini!
IntuitGabi
Moderator
Moderator

We'll pass this along. Welcome to the community @woodywoodson5350, please also fill out the survey related to your support experience.

Hi @IRonMaN @abctax55 @TaxGuyBill 

Surprisingly, these support appreciation posts weren't planned....here's a snippet of an email sent out after a resolved case:
" .... if you do have any feedback regarding our program the best place to share that is the link below: https://proconnect.intuit.com/community/forums/postpage/board-id/604"

At any rate, if you do have a disappointing support experience and have actionable feedback for us, please send a moderator a private message/start a thread and we'll get the information to their manager for a learning opportunity. 

**Did this answer your questions? If so, select "Accept as solution".
0 Cheers
abctax55
Level 15

Surprisingly...

Not to me.

And the fact that they are directed here, where TAX questions and SOFTWARE questions are meant (or should be meant) to be posted/answered, to post these glowing B/S reviews is just that.  B/S.   

 

"*******Tax software is no substitute for a professional tax preparer*******
( Generic Comment )"

When you are asked to Share Feedback, start giving low ratings.  You can add comments such as this one that I just added:

 

STOP POSTING SUPPORT TEAM RATINGS TO THE COMMUNITY FORUM. The forum is a place for US - your customers - to interact and learn and solve problems. Those ratings muck up the forum.

sjrcpa
Level 15

@IntuitGabi 

if you do have any feedback regarding our program the best place to share that is the link below: https://proconnect.intuit.com/community/forums/postpage/board-id/604"

So:

1. These users can't follow instructions, since it says to post feedback about the program; not the Support person

2. That link takes you to the Lacerte Tax Idea Exchange. That is not where these glowing reveiews are ending up. Someone or Somebot is redirecting them.

 

Just stop mucking up the forum with these. 


Ex-AllStar
sjrcpa
Level 15

@Strongsilence-CPA 

They only show us the glowing ones.

We've never gotten to see a bad one.


Ex-AllStar
PATAX
Level 15

@sjrcpa @Strongsilence-CPA  @abctax55 @IRonMaN   Could it be there is a potential buyer of Intuit or one of its divisions and they are trying to make things look so great? I don't have any information about this, and I'm just asking. Maybe it is the cynical part of me.🤔🤓🐕

IRonMaN
Level 15

There is a potential buyer.  I offered them 25,000 thumbs for the whole works.  I'm waiting for them to get back to me.


Slava Ukraini!
itonewbie
Level 15

@IntuitGabi wrote:

At any rate, if you do have a disappointing support experience and have actionable feedback for us, please send a moderator a private message/start a thread and we'll get the information to their manager for a learning opportunity. 


@IntuitGabi Thanks for stepping in last week to get my new EFIN address corrected.  At the same time, I had asked for my complaint about the unprofessional and unacceptable behavior of Amber to be escalated to her manager and specifically asked for the manager to reach out to me to address that.  We are at the end of the week but no one has sent me an email or given me a call.

Unfortunately, it is not uncommon to encounter customer support agents who are unprofessional, unhelpful, and unfamiliar with the products they support from my experience.  I tried not to call Support unless absolutely necessary and other users come here to the forum for the same reason.

This kind of unprofessional behavior and the low level of service perpetuate because they never really get  reported to senior management.  Agents can even hang up on customers at their liking without impunity.  You have to ask whether that's really customer service, seriously?

In the meantime, I am still waiting for Amber's manager to reach out.

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Still an AllStar
sjrcpa
Level 15

I tried not to call Support unless absolutely necessary and other users come here to the forum for the same reason.

👍


Ex-AllStar
sjrcpa
Level 15

@PATAX 

Jim from Ohio may know. He follows the stock. I can't find his exact user name to tag him.


Ex-AllStar
itonewbie
Level 15

@Jim-from-Ohio Think @sjrcpa was trying to tag you.

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Still an AllStar
Jim-from-Ohio
Level 11

@sjrcpa hey sjr.. what's up?

sjrcpa
Level 15

@Jim-from-Ohio 

@PATAX was wondering if Intuit is for sale. I know you follow the stock.

"Could it be there is a potential buyer of Intuit or one of its divisions and they are trying to make things look so great? "


Ex-AllStar
Jim-from-Ohio
Level 11

@PATAX hi PA. As far as I know I don't think it is up for sale but that kind of info they would not disclose.  I do know that Intuit made two recent huge purchases, Mail Chimp and Credit Karma.  From what I read they were massive purchases and Credit Karma has been a big disappoinment so far.  I personally think they strayed from the core businesses with these two purchases and overpaid for them. 

PATAX
Level 15

@Jim-from-Ohio thanks for the information Jim. I agree with you. Maybe they should have considered spending some of that large reserve of funds on improving customer service and the product a little bit. But what does a nerd like me know?

pamdory
Level 8

I got a survey code in the Jack In the Box drive-thru.  Answer the survey and you get a free order of fries or something.  These posts are reminiscent of that.

PATAX
Level 15

@pamdory did you give your dog some of those fries? mine sits upright in the front passenger seat like a human so I have to give her fries.🐆☝️

pamdory
Level 8

"Unfortunately, it is not uncommon to encounter customer support agents who are unprofessional, unhelpful, and unfamiliar with the products they support from my experience.  I tried not to call Support unless absolutely necessary and other users come here to the forum for the same reason."

I found this forum a couple years ago because I had wasted two very precious mornings on the phone with support who had no idea what they were doing (one actually said "I don't know anything about taxes!").  I can't remember exactly what the issue was, something to do with the number being picked up between federal and Oregon with the $300 cash contribution I believe, but it turned out it was a problem with the program.  The support personnel refused to elevate the problem, despite the fact that I brought up the form instructions on screen and pointed to the number on the form that was not in compliance with the instruction.  She told me I was misinterpreting the instructions.  I finally had to turn to Oregon Department of Revenue to have their liaison talk to Intuit to get it fixed.  

In other words, the support staff was an obstacle to solving my problem.  I haven't called in since.  I now know the experienced users on this forum are the best resource available for solving my problems.  

 

rcooley25
Level 11

In the words of Paul Anka, Oooh Diana.

pamdory
Level 8

Ha!  Max has much better nutritional standards than me.  He won't eat fries.  I have to get him his own burger. No bun.

abctax55
Level 15

I now know the experienced users on this forum are the best resource available for solving my problems.  

@pamdory  - And we are way more fun 🙂

@PATAX 

One local bank has cookies they hand out to the doggies when you go thru the drive up window.  MY local bank lets you bring your dog in with you, as does the P.O.   Small towns are great.

 

"*******Tax software is no substitute for a professional tax preparer*******
( Generic Comment )"
IRonMaN
Level 15

My dog got diagnosed with diabetes in the middle of January.  Within a week or two of the diagnosis he went blind with cataracts.  I hated to leave him at home by himself so I decided that he could bunk out in my office.  Since I had a very small number of appointments scheduled this tax season it has worked out well.  He just turned 11 and is super mellow.  My wife was a little concerned about what clients would think.  My answer to that was if they have a problem they can feel free to find another tax preparer.  Dogs are good people.  As a side note, after a little time, we did get the diabetes under control.  So with it under control we can take the next step.  We have an appointment down in the Twin Cities next Thursday with a canine eye specialist.  If there isn't any damage to the retinas, they can pop in new lenses and he will become unblind.  Hopefully the COVID situation in our household doesn't mess up those plans.


Slava Ukraini!
pamdory
Level 8

Oy! You're having a season!  I'm sorry for your  wife's Covid, your pup's issues and your scratchy throat.  I'd say, go home and go to bed, but we all know we never can take that advice this time of year.  Hang in there.

IRonMaN
Level 15

Thanks for the advice that I am going to ignore 😀


Slava Ukraini!
PATAX
Level 15

@IRonMaN God Bless you for taking care of your dog. They are actually better than people. They will never turn on you like some people.

sjrcpa
Level 15

Jeff, Do you have to give your dog insulin?

My dear departed Wendy the beagle had diabetes, around age 11, too. Two shots a day. She lived for another 3 years but she hated getting those shots for the entire 3 years. It was worth it.


Ex-AllStar
IRonMaN
Level 15

Yup.  Once in the morning and once in the evening.  I hate giving the things because every now and then I hit a sensitive spot and he will let me know about it.  But he has learned that first comes food and then comes the insulin so he tries to avoid me a little after he has eaten. 😀


Slava Ukraini!
sjrcpa
Level 15

Mine would try to run away when she saw the needle. She was pretty smart and quickly figured out every trick I could think of.

Good luck.

She had cataracts, too a bit later but treatment was not recommended. I hope it works for your dog.


Ex-AllStar
IRonMaN
Level 15

We are keeping our fingers and paws crossed.


Slava Ukraini!
abctax55
Level 15

Yikes Jeff - you've got a lot going on.  I've heard more of cats with diabetes than dogs.  In fact, I used to swing by a friend's house to 'shoot their cat' when they couldn't get home in time.  When Vonnie (prior doggie) was having so many medical issues, I would give her shots of Adequan (sp) to help with her arthritic joints.  Not sure it helped, and I 'hated' sticking that needle in her shoulders.   **bleep** COVID, and yeah, where would she get except exposure by a client??  Since none of us have time to socialize right now....  I'm not doing any face to face appointments; I'll do a quick one in the front office.  Even a cold right now would be *inconvenient*.

Good luck with the 'un-blindness' treatment, sure hope it works.  We had a black cocker spaniel when I was a kid that went blind.   

Re: the dog in the office.   My dogs have come to the office with me for years (of course, it is Tahoe..) and I don't care what clients think.  Many brought their's in when I was doing appointments.  I loved it; there is always a supply of doggie cookies in the office.

Susan, I remember when you went thru that with Wendy.  Yes, it's worth it to keep 'em with us as long as possible assuming they aren't in pain.  And mine have always let me know when they were 'done'.

In-N-Out Burger has a *secret* order you can place (the Scooby?) that is just the patty, no bun, no fixings, just for the doggies.  Juno loves it.  

"*******Tax software is no substitute for a professional tax preparer*******
( Generic Comment )"
itonewbie
Level 15

Having pets as companions is such a joy when they give you that unconditional love, which you won't get from people ever.  I am just not good at dealing with the sadness of parting.

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Still an AllStar
abctax55
Level 15

Jensen, neither is John.  He grieves SO hard.

I said after we had to let Vonnie go --- nope, no more, we'll just be the absolute best doggie sitters in the world.   That last about six months 🙂

"*******Tax software is no substitute for a professional tax preparer*******
( Generic Comment )"
IRonMaN
Level 15

That’s the one defect in dogs - they don’t live long enough


Slava Ukraini!