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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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....
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.
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!
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.
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.
No problems
I have had no problems so far with TaxCalc.
When I have emailed and called them in the past, they responded promptly.
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 :)
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.
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.