[Nick]

I just noticed that the information on Profile Premier indicates "world-class priority technical support". This "priority" support is not mentioned with Profile Basic. Is there really a different support class for Premier? I don't remember seeing this in past years. Or is this another kick at us little guys?

[JD Blazek]

Nick, le Feb 14 2007, 01:33 PM, dit :

I just noticed that the information on Profile Premier indicates "world-class priority technical support". This "priority" support is not mentioned with Profile Basic. Is there really a different support class for Premier? I don't remember seeing this in past years. Or is this another kick at us little guys?

Priority. Now thats some funny stuff right there.

[Vivian Mitchell]

Nick, le Feb 14 2007, 01:33 PM, dit :

I just noticed that the information on Profile Premier indicates "world-class priority technical support". This "priority" support is not mentioned with Profile Basic. Is there really a different support class for Premier? I don't remember seeing this in past years. Or is this another kick at us little guys?

When I paid for 2007 I received the following letter. I phoned the number yesterday and had a support rep on the line in seconds. I had to provide my client number.


(Edited)

These communications are meant for the recipient only, while we appreciate the dialgue around the subject matter please refrain from posting these types of communications in the future.

Thanks everyone.

Andy.

[ansewrman]

Vivian,

Don't you think it would be appropriate to remove the actual phone number from your post. Presuming it is different from the number available to lowly basics?

Put xxxx instead.

Avoid giving intuit the aggravation of telling the customer who finally got through, sorry I can't help you with that client number, please call back on the regular number.

ansewrman

[JohnDearin]

Ansewrman,

WAY,WAY too late!! :o I'd say everybody online has that number wrote down.

John Dearin

[Nick]

So...I guess us "small time" basic users now pay more and get less suppoprt! I't getting more difficult to wave the flag <_<

[James1]

Vivian Mitchell, le Feb 14 2007, 03:14 PM, dit :

These communications are meant for the recipient only, while we appreciate the dialgue around the subject matter please refrain from posting these types of communications in the future.

Thanks everyone.

Andy.

Andy,

Why would you be concerned? The letter clearly states that it is for premier users; therefore, basic users will not be able to access the same service. I agree the phone number should have been blocked out; however, if the receipient of the letter wishes to post the letter let them no privacy rules have been broken. I do not remember the letter saying that it was for my eyes only.

This might be an incentive for others to purchase preimer instead of basic.

james

[unknown]

Guess that is why we have our private room.....

Nick, guess you have to stop being small fry.

[Nick]

Bert_Mulder_CGA, le Feb 16 2007, 11:20 AM, dit :

Guess that is why we have our private room.....

Nick, guess you have to stop being small fry.

Does that I have to merge with Grant Thornton !!! I was resisting the temptation - but for "priority" support ...you never know :unsure:

[Nick]

Vivian Mitchell, le Feb 14 2007, 05:14 PM, dit :

When I paid for 2007 I received the following letter. I phoned the number yesterday and had a support rep on the line in seconds. I had to provide my client number.
(Edited)

These communications are meant for the recipient only, while we appreciate the dialgue around the subject matter please refrain from posting these types of communications in the future.

Thanks everyone.

Andy.

Big brother is watching :ph34r:

[unknown]

Nick, le Feb 16 2007, 12:28 PM, dit :

Does that I have to merge with Grant Thornton !!! I was resisting the temptation - but for "priority" support ...you never know :unsure:

You'll first have to convince them to write the RPA entrance exam....

[JD Blazek]

Bert_Mulder_CGA, le Feb 16 2007, 01:41 PM, dit :

You'll first have to convince them to right the RPA entrance exam....

:blink:

[samhill]

JD Blazek, le Feb 16 2007, 12:07 PM, dit :

:blink:

Now, I'm PO'd!

I bought Premier T1 and Premier T2, but I didn't receive this PRIORITY number!

Is the number available to me? I'm in BC.

[James1]

samhill, le Feb 17 2007, 09:09 AM, dit :

Now, I'm PO'd!

I bought Premier T1 and Premier T2, but I didn't receive this PRIORITY number!

Is the number available to me? I'm in BC.

I think it was in the email confirmation if you purchased it on line. I haven't call support Priority or not in over 3 years; therefore, I I didn't pay much attention to it. I guess you could PM Vivian for the number however, Andy and the big boys at intuit may not like that.

James

[unknown]

samhill, le Feb 17 2007, 08:09 AM, dit :

Now, I'm PO'd!

I bought Premier T1 and Premier T2, but I didn't receive this PRIORITY number!

Is the number available to me? I'm in BC.

Since you are west of Alberta in the Pacific Time Zone, priority would not work for you, since you are already a whole hour behind the times (from our perspective anyhow)

[samhill]

samhill, le Feb 17 2007, 07:09 AM, dit :

Now, I'm PO'd!

I bought Premier T1 and Premier T2, but I didn't receive this PRIORITY number!

Is the number available to me? I'm in BC.

I bought 2006 Premier T1, Premier T2, Premier FX and Basic T3.

NO PRIORITY SUPPORT NUMBER was sent to me.

I checked my emails:

1. January 12, 2007 - confirming receipt of order and payment and PROFILE sent me the invoice.
2. January 22, 2007 - telling me to download version 2006.2.0.
3. February 13, 2007 - telling me to download version 2006.3.0.

Not only am I an hour behind Alberta, but I'm also behind; holding in the telephone lineup, without the Priority telephone support that I paid Premier prices for.

Have not yet called support this year yet...I'll wait to see what happens.

Sounds about right that I have to PAY the new price for Premier but I don't GET the Premier telephone number. I guess three out of four doesn't count!

[spenceh]

samhill, le Feb 17 2007, 05:35 PM, dit :

I bought 2006 Premier T1, Premier T2, Premier FX and Basic T3.

I bought 2006 Premier T1 and I received the following email on January 5/07 which reads:

January 2007
Customer #: XXXXXXX


ProFile Priority Support – Exclusive Service for You



Dear Helga,

To help you meet the demands of the upcoming tax season, ProFile invites you to use our priority support service – available exclusively for ProFile Premier customers.

Call 1-866-XXX-XXXX for expert support Monday through Friday, from 7am to 5pm MST.

Then, choose the option that best suits your needs:

Press 1 for Technical Assistance
Press 2 for Tax-related Assistance

Our Service Commitment to You
Our most senior technical and tax support representatives will be the first to answer your priority calls. Plus, we will answer 90% of all priority calls in less than one minute.

So you can be sure you’ll get the answers you need – when you need them.

P.S. ProFile offers extended hours to 6pm MST beginning January 22, 2007. We will also offer Saturday support from 10am to 3pm, January 20 through April 28, 2007.




Sincerely,
Mark Henderson
Technical Support Manager
Intuit Canada | PAS





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[D.F. (Nick) Lapenna]

I have been using ProFile ever since I switched from CanTax for the 1997 Tax Season.

In the past, I have always bought Premier.

This year I bought Basic. Basic now integrates with QuickBooks, and I do not need anything more exotic than the Classic database.

Now, I have a problem logging on to CRA Efile. It worked on February 16th, when I was not busy, but it does not connect now.

I phoned ProFile for support. There is a difference in the quality of support given to Basic subscribers, in my opinion.

My problem is not resolved, as yet, but I did find ProFile to not be as helpful as I have come to expect.

I also miss the Premier Forum, I think. There was much to be learned from the many real experts using the Forums, in past years.

So, to summarize, I feel that since I am now a Basic subscriber, rather than a Premier, as in the past, I am getting what I paid for.

[Justaguy]

CRA was having "technical difficulties" earlier this morning. I have successfully efiled since. Have you re-tried to efile?

[D Jarrett]

The other thing to check is to reallow ProFile access to the internet on the firewalls. Sometimes after a new release is out, this needs to be done. If you haven't tried since mid February, that could be the problem.