TRX 2011 Issues

[Mike D]

I took the liberty and emailed both Ryan Toone TaxWorks Technical manager as well as Doug Hughes President TRX to voice our collective dissatisfaction and didappointment with the 2011 software, (see below). To date I have not received any response.

TRX

Doug Hughes

President

Today is Monday April 2, 2012 and I just tried to call support @ 6: PM eastern time which I believe would make it 5: PM central time and your offices are closed?

This is the peak period of the tax season as any seasoned professional will tell you and your closed?

In addition, I suggest that you review the ATX Community Board http://www.atxcommunity.com/index.php?act=idx and follow the litany of posts at the TRX button for some of the comments about TRX this year.

You guys are missing the boat if you expect to retain your present clients in future years with this type of behavior.

I realize that you now have developed your home grown software which I in fact reviewed earlier this year. It appears to contain many bells and whistles; however I was not enamored with some of its shortcomings, i.e. no 1041, 706, 5500 forms, etc. In addition the customer support when I inquired with some questions was not very responsive. I am certain that you will improve your product significantly in the in the near future.

Please take this correspondence as constructive criticism as I have been a fan of TRX in the past.

Thanks for your indulgence.

Mike Dubin CPA

TaxWorks

Ryan Toone

Technical Manager

April 21, 2012

I am speaking for many of the TaxWorks users that purchased your software through TRX and am sorry to report that this was not a good year. Tech support was horrible, many glitches with the software, many questions unanswered and/or answered incorrectly, or late.

In any event the majority of the TRX group will repurchase your 2012 software based solely on price.

You did previously state to me that the software is undergoing dramatic revisions and the 2012 product will be awesome? Can you elaborate on this?

I will be attending the NY Accounting and Technology Show in NYC next month and will discuss with your representatives at the show.

Would you be good enough to post on the ATX Community Board, http://www.atxcommunity.com/index.php?act=idx for all to read.

I believe that the group of users are substantial and that if and when TRX no longer has TaxWorks as an offering the group may wish to negotiate directly with you to continue using your software?

Thanks for your participation.

Mike Dubin CPA

[J. Ron]

Thanks for expressing our sentiments.

[Mike D]

I just received this email from TRX.

Hi Michael,

TRX Software Development, Inc. NEWS!!!!

WOW! What a great tax season we had this year thanks to you our valued customer.

We are currently reviewing every aspect of the 2011/2012 tax season we just completed to be able to bring you an even better tax season next year. I would love to hear from you any feedback on what you liked this year and anywhere you would like to see TRX improve, so please email me at [email protected]

We have currently been adding a few new elements 2012/2013 tax season to our customer experience to ensure we continue to give you great service. Here are a few things we are doing thus far:

1. Increased our Quality Assurance staff and added a new Quality Assurance Manager. These newly increased staff will be monitoring our support calls, sales calls, chat support and customer call in’s.

2. We have hired a new Head Master Tax Specialist with 15 years’ experience at H&R Block to ensure that as the new testing requirements from the IRS come into play we can prepare you for each test. She will come on board May 1st, 2012 to work not only with our tax analysts and Enrolled Agents, but to begin a newsletter to you monthly on all tax law changes, IRS requirements, and all other industry news.

3. We have hired for a newly created position Technical / Tax Support Director with 15 years’ experience in the US Army; he knows how crucial quick accurate support information is.

4. We will be extending our hours of operation during the first 3 weeks of tax season to ensure our Pacific Coast customers have support when they need it. During these first 3 weeks we will be open from 8:00 am until 12:00 am central standard time Monday through Saturday and on Sunday from 10:00 am until 5:00 pm. After the first 3 weeks our support hours will be Monday through Saturday 8:00 am until 10:00 pm and Sunday from 10:00 am until 2:00 pm through March 1st. From March 1st until the last week of tax filing season we will be open from 8:00 am until 7:00 pm Monday through Friday and on Saturday from 8:00 am until 2:00 pm, closed Sunday. We will be open the final week of tax season from 8:00 am until 12:00 am central standard time Monday through Saturday and on Sunday from 10:00 am until 5:00 pm.

I look forward to your feedback, [email protected]

Doug Hughes

President / CEO TRX Software Development, Inc.

Hope it is not just hyperbole?

Mike Dubin CPA

[Crank]

Thanks Mike.

Time will tell. Not to come off sounding flip but I dont really see the "U.S. Army experience" as relevant to the position of "Technical / Tax Support Director". I get the feeling that they hired a warm body with no experience and needed something to say about this person. Thats like saying we hired a Director of Marketing who has a lifetime of experience with shopping.