Marie Posted February 22, 2013 Report Share Posted February 22, 2013 I've emailed yesterday and today about a problem, hoping I could help that way instead of sitting on the phone 7 1/2 hours like I did a couple of days ago. I'm not even getting the automated emails saying they received and will get back to me. What to do? Quote Link to comment Share on other sites More sharing options...
carolynm Posted February 23, 2013 Report Share Posted February 23, 2013 I never get replies to emails. It's Friday night talked to customer support after about an hour, waiting on a technician now over 2.5 hours....I think they've all gone home. I'm planning on waiting to see if they ever do answer the phone. I'm thinking not. Very very frustrating. Quote Link to comment Share on other sites More sharing options...
carolynm Posted February 23, 2013 Report Share Posted February 23, 2013 Interesting enough at exactly 180 minutes...they hung up. As they say "customer no service" Quote Link to comment Share on other sites More sharing options...
SFA Posted February 24, 2013 Report Share Posted February 24, 2013 I emailed my sales rep: Gil Watts several days ago to ask for my money back, and to receive next years program FREE. No answer yet. Also reminded him that I renewed December 27. By that time they knew that serious problems were in the works. Then I also said that I may join any lawsuits that are in play. Having said that, I am still hoping that ATX survives and to continue to use the program successfully this year and in future years. Just hoping that he does not force me into a corner where I will feel that I have no other recourse than a lawsuit. Quote Link to comment Share on other sites More sharing options...
Chowdahead Posted February 25, 2013 Report Share Posted February 25, 2013 I e-mailed them a 2 weeks ago and never received a response. Quote Link to comment Share on other sites More sharing options...
carolynm Posted February 26, 2013 Report Share Posted February 26, 2013 I'm hoping the problems work out as obviously support can't handle the problems. I've made up my mind -I'm software shopping this year. I wish I could use Drake but I'm just a forms driven person and can't handle their interface. I'll be taking a close look at taxact. Quote Link to comment Share on other sites More sharing options...
Mainetaxguy Posted February 28, 2013 Report Share Posted February 28, 2013 It's clear that the entire ATX sales and support team is overwhelmed by this mess. Also, they may be trying to decide what type of refund policy they are going to establish for this year, and how to handle sales and renewals after tax season. With Jeff now gone and new leadership arriving, it will take weeks before they come up with a firm policy. My gut tells me it is total chaos in ATX. If I were in sales at ATX, I would be sending out my resume and packing my bags for another job. Quote Link to comment Share on other sites More sharing options...
SCL Posted February 28, 2013 Report Share Posted February 28, 2013 Interesting enough at exactly 180 minutes...they hung up. As they say "customer no service" cheeburger...cheeburger...cheeburger coke...no pepsi! Quote Link to comment Share on other sites More sharing options...
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