Update by user Apr 21, 2018
Intuit customer support for professionals improved somewhat in late March, early April as additional support staff became available, and a new routing process was put in place with live personnel directing calls to the proper team. Intuit acknowledged the wait times expected through their automated call system as well so that people calling in at least knew what the wait times expected were, and yes they were over an hour at many times.
While the processes put in place, and the level of knowledgeable support personnel improved towards the end of the tax season it is my hope that Intuit learned from the experience this year that ramping up the support team for tax season MUCH earlier (October / November) would alleviate many of the headaches that professional users endured this past tax season as they tried to contact Intuit Support. Here's hoping that a lesson has been learned and won't be repeated for the 2018 tax season.
Original review posted by user Feb 13, 2018
As a professional tax preparer and Enrolled Agent we pay Intuit a significant (>$1,000) in order to use their professional tax preparation packages like Intuit Pro Series. When there's a problem with the software with undisclosed calculations on worksheets, calculations or forms that haven't been updated based upon the latest tax law, and / or problems with the software in general we have a "special" telephone number for Pro Series Support that's supposed to provide professionals customer service.
This year (2018) for 2017 Tax Year, the support at Intuit seems to have been either woefully under-estimated, or the support team is simply not prepared from an educational or technological standpoint to do their jobs. Each time that I've called Intuit Pro Series technical support in late January and early February the wait times have been as follows before anyone even picks up the phone: 1 hour 22 minutes, 1 hour 24 minutes, 1 hour 45 minutes, 1 hour 32 minutes. On each occasion the different customer service representatives had to put me on hold for times ranging from 20 minutes to 30 minutes before either coming back with information that didn't apply to the problem, or in two instances being cut off the line completely and having to start all over again by dialing anew into customer support.
The lack of a knowledgeable and ready support team for all users of Intuit Tax Products this year is a real disappointment. It might be wise for Intuit to start investing now in customer service personnel for future years if they want to remain a premier player in the consumer and professional tax market.
Product or Service Mentioned: Intuit Technical Support.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
I didn't like: Too long a delay to talk to a representative.