What is the average time we are expected to wait for PTP software support to return phone messages ?
David Crossley
Replies (18)
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PTP & Capital allowances
Just to correct Dave, PTP does calculate hybrid WDAs & AIAs.
The last update does seem to have cured the problems with online filing, so hopefully all is well again with PTP.
VT for me
I used VT both before and after the switch. I did look at PTP Accounts when they first released it but I wasn't keen on the lack of flexibility compared to VT and the demonstration reports I saw did not look particularly professional, although I am sure you could probably change font size and style etc. to suit.
Thanks Dave
Thats interesting to know.
What about accounts software - did you use/change from PTP for that?
It must be worrying for PTP to see clients leaving.
Sure..
I switched to TaxCalc.
They are about a quarter of the cost of PTP if you want unrestricted SA100s, SA800s and CT600s, maybe even less.
I once used TaxCalc about four years ago and found it a bit unwieldy compared to PTP. However, the current edition is much improved.
Once you get used to the interface (bearing in mind I had been a PTP user for about 8 or 9 years) it is pretty comparable.
The only negatives I can think of are:
i) Data input is a little slower. Until I get used to the interface I click through every step of the tax return.
ii) No CA comps. You need to calculate these yourself and enter the amounts manually. This is probably the major disadvantage, however, I have heard that PTP still thinks the WDA rate is 25% and does not handle AIA yet!
Since I switched they have now developed an import facility so that you can import your old PTP data into TaxCalc - real timesaver that one!
In all honesty, if money were no object, I slightly prefer PTP. However, it is not £1,000 better per annum than TaxCalc. If money were no object then I would probably use Digita but they are probably about 3 times the cost of PTP!
Received a standard apology letter..
..from PTP today.
Somewhat too little too late, given that I jumped ship four months ago!
Email responce 1 hour 9 minutes
I had a non-urgent query this morning, so I decided to email rather than phone. PTP phoned me back 1 hour and 9 minutes later. If I had an urgent query I would guess they would have responded even quicker. They were taking longer ealier in the year, but I'm sure that was because of the volume of calls relating to the new-style returns, and not the software - I must admit that some of my calls were really more about the return than the software. I have always found PTP staff to be courtious at all times. The only downside I've noticed with phone support recently is that in previous years you used to be able to get through to someone straight away, now you have to leave a voicemail and they phone you back. But hopefully this will improve as the volume of calls reduce as we all get used to the new style returns.
Poor support
A lot of companies provide poor technical support these days. It usually comes from cutting costs by having too few staff or too little training. If I find I am getting poor support, I'll look for a better supplier.
I like to think we are an exception to this trend. We take supporting our customers seriously enough to ensure that there are enough trained staff to deal with their calls promptly and courteously. This often surprises our customers, who are used to far worse service from other organisations.
PTP continue to provide a good service
I agree with Ronnie Stanley. My recent 'daft' question was responded to inside three hours, politely and cheerfully. The attitude was in complete contrast to my own demeanor at the end of a one hour call from a client. I am not sure that I displayed the same level of cheerfulness!
Excellant service until HMRC problems
I have been dealing with PTP since 1997 and have always found they respond in a very short time. I have never found them to be rude or curt.
This year they together with other software suppliers have had to deal with numerous faults and errors in the Revenue's software an systems, but despite this I have not had to wait more than
2 1/2 hours for a response.
Support staff
Horace I had a similar experience with a Moneysoft support person last week. I think support people need more training on how to speak to customers - they often lack a decent phone manner.
Intimidating
Amongst the genuine queries I have asked PTP support I may have come up with the odd daft one - but I am a tax guy, not a software specialist. However, recently I have been treated brusquely, especially by one lady there and I hardly dare to call.
I know life has been difficult this year and I sympathise, but just the same, I do not want to be made to feel like an idiot even if I am one now and again.
To answer the question, it can take three to five work hours from my query to the put-down.
why put up with it?
Why is it worth having to wait at all for a ring back.
Sage have sufficient staff to deal with support queries immediately even though there is occasionally a short queue for the call to be picked up.
Similarly we never have to wait at Mitrefinch on payroll queries.
Its getting better
I have to admit its getting better....
Earlier this year, I was waiting a couple of days for a call back. They were having lots of problems with the new SA Return (which I read in Accountancy Age they were blaming on HMRC).
Last week, I made a couple of calls which were returned within a couple of hours. It seems the latest program update has now done the job, so fingers crossed.
We have used PTP since Self Assessment came in & have always been very happy with the program & the support provided. Hopefully the problems this year were just a one-off.
Try this man
Dave Frost - [email protected]
01865-309804
If you talk to him he might be able to get someone to ring you quicker, he's not techy himself but can pull strings when you're struggling.
Been in your position and it is very very very frustrating! Best of luck
A chance
Before this year, I can barely recall having to phone for support in the ten years we have used PTP. The program has been that good.
For that reason, I'm prepared to give them a chance to get through the problems they have had over the past couple of months.
average
I have computed the average over the last 3 years and come up with 2 hours 43 minutes and 7 seconds.
hopefully that answers your question.