Submitted by markhurst on 01-28-2021 12:18 PM
I propose that ProSeries offer as an add on more responsive and robust tech support, for certain qualified users that are willing to pay extra for more experienced and expeditious tech support. Over the course of tax season, I will log 10+ hours of my time with Intuit tech support - some of that time is fumbling through the lousy phone system, getting mis-transferred, and worst of all, having to call back about the same issue multiple times and explain the same story from scratch, multiple times. Just like Dell offers "ProSupport" for purchase on their products as an add on, I believe Intuit should do the same. However, please only offer it to long-term clients who know what they are doing, have prepared a set minimum level of returns in the prior year (1,000 to 1,500) and then charge them for it ($1,000 to $1,500). Give these customers an expedited way to call in and receive a Tier 2+ or so tech support, and don't require all the normal bumbling and fooling around that comes with a standard troubleshooting call to Intuit where the end user calling in is often more experienced than the tech that answers the phone at Intuit. The techs that answer the phone at Intuit are always very friendly, and I am not critiquing them. I just want faster, higher level support from Intuit and I am willing to pay for this. Perhaps other people are too? I honestly do think there is a market for this.
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