TAXCALC = POOR CUST SERVICE

TAXCALC = POOR CUST SERVICE

Didn't find your answer?

have been trying to get hold of someone this morning but cannot as you are "busy" - not really much help is it when the new install is causing issues - can you stop acting like BT or A N Other large Corporation and answer the phones please.

Replies (14)

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By Ding Dong
29th Apr 2013 11:10

to clarify......

I would rather wait ion a queue than being cut off, or at least having the choice to hang on.

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By HelenMa
29th Apr 2013 11:34

I had the same problem last week.

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By User deleted
29th Apr 2013 11:34

Change to BTC

Try BTC - their customer service is much more like VT's i.e. you rarely need it and if you do they're excellent.

I hate it when you've been waiting for a while and then it goes dead with no warning. Mind you I also hate those recorded messages 'your call is important to us' - and yet not important enough to have someone answer it....

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By The Innkeeper
29th Apr 2013 11:41

time to jump ship

go to absolute - wonderful support

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By Mitch
29th Apr 2013 11:46

Try email!!

 

I had the same problem so I emailed them.  In both cases they gave me full responses within 24 hrs.

Normally I don't have any problems getting through to TaxCalc and I'm putting it down to their new system.  I have been assured that this won't happen again as in future years we'll only need to download updates instead of a new software package.

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By Ding Dong
29th Apr 2013 11:54

email is not what I am after here

I actually want to speak to a person - to email them my problem will take far too long to explain and as part of I actually need questions answers before going ahead with certain stages.

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By cmg
29th Apr 2013 13:12

Same here, but . . .

I had exactly this problem, after I downloaded the software and it wouldn't install. They weren't answering the phone, so I emailed them. Actually emailed them three times, and the third email was a warning that I would claim my money back via my credit card if they didn't respond promptly.

That did produce a good response. They phoned me back within an hour or so, and spent as much time as needed sorting the problem out (which they did by remotely logging in) and offering a brief tutorial of the new system, which I accepted. I am now very happy.

It was a bit frustrating and worrying seeing others complain about unresponsiveness, but TaxCalc are there and the software does look good. I've forgiven them!

 

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By Maslins
29th Apr 2013 18:03

My experience different to the above

For the sake of balance, I want to come to Taxcalc's defence here.

We use it, and after getting the 2013 one had an issue trying to get multiple computers to see the same clients.  I emailed, got a call within an hour or two.  Admittedly it took a couple more contacts to get the problem resolved, but I was perfectly happy with that.  They'd only just issued the new release, inevitably there would be some teething problems.

My recommendation - email them and ask them to call you.  They will likely have a small team, and they'll be inundated with people contacting them shortly after the new release. Cut them some slack.

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By marks
30th Apr 2013 00:24

email them

I had a charitable trust that I wanted to do today.

Tried phoning but got the line busy message.

Emailled them and someone got back within an hour and got set up so could do the trust return.

So no complaints here.

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FT
By FirstTab
30th Apr 2013 06:43

No problems
I have had no problems so far with TaxCalc.

When I have emailed and called them in the past, they responded promptly.

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By BigBadWolf
30th Apr 2013 09:21

This is what happens ...

... when they try and fix software that ain't broken!

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By User deleted
30th Apr 2013 09:31

55 minutes for email

I emailed a quick query to BTC at 8.30 this morning (I don't like phone calls) and had a reply just 55 minutes later. Sorted my query out easy-peasy. Why does it take Taxcalc up to 24 hours?! So glad I switched :)

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FT
By FirstTab
30th Apr 2013 09:44

improvment

Hub is a massive improvement for me. I was looking for a straight forward Prac Management solution. Hub in the main has met that need. You do need to think database and not separate file saving  when using the hub 

I have no doubt Hub  will improve further. Please keep up the excellent work TaxCalc.  

 

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Della Hudson FCA
By Della Hudson
13th May 2013 14:07

Still waiting

I'm still waiting to get my 2013 software installed.

Have emailed, been cut of by phone system (no queue) and even tweeted. They have until 5pm today to not just get back to me but to fix whatever the problem is as I need to get new software to deal with my pile of tax returns tomorrow.

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