Here's another one.
I had (still have) an issue where a state e-file won't create for a taxpayer with a foreign address. Went through the (generally useless) knowledgebase and carefully followed the instructions I eventually found. Still no state e-file (federal _would_ create just fine).
So I emailed support and very carefully detailed what I had done and the error messages I still got; the next day got a reply telling me to follow the knowledgebase instructions that I had already told them I had followed step by step! So obviously the support person did not read my email in anything more than the most cursory fashion.
Called them at that point; spoke with someone who requested that I a) send the return and reply to the email they'd sent stating that I'd sent the return, so they could watch for it. Promised they'd get back to me next day on it. I sent the return AND the reply, as requested, immediately (all this was within ten minutes of my receipt of the annoying email), and told support that I had already sent the return while we were still speaking. And yes, it was coded with the incident number, too.
SIX days later, still nothing. So I called again. No one had looked at the return. No one had noticed my reply. No one had done anything I'd been promised. As it turns out, this issue had to be bumped up to the developers. And I am still waiting to find out how they're going to fix this problem. My client is still waiting. This return has been DONE (complete, reviewed, ready to e-file) since July 6th and I am stuck in the water in large part because of their inattention. This is July; it's not like 4/12 and they are being swamped with calls. I am _seriously_ ticked off.
I'd call them again right now but whoever answers the phone does not deserve to be on the receiving end; writing this all up has riled me up again. I'll wait until I've calmed down.
But a consistent complaint on this board (somewhat better over the last couple of years) has been the non-responsiveness of ATX support to emailed requests. If they wake up, they would see that email requests can be better for them than phone calls for many support issues. BUT -- they have to READ the emails sent, and they have to RESPOND in non-geologic time!!!
Catherine
