Software is good, customer support is GARBAGE

What are the best aspects of this product?

It's forms driven, which I am trained in. As a tax professional, I needed something that was forms driven.

What aspects are problematic or could work better?

The customer service on ALL FRONTS has been horrible. I started a new job in late February and tried to get info on this product. I could not just call someone, I had to submit a request for a callback..TWICE...then the sales guy called and dropped the ball multiple times over the next week making me chase him down. More balls dropped after the demo and chasing by me ensued again. I should have earned the commission, not my rep.
Once the product was downloaded, I was not charged properly and had to chase down assistance again via calls and emails before I could begin processing via their pay per return service. Was told this was an issue with all recent sales.
Trying to get support thereafter for other issues was impossible. I tried calling and was hung up on after a 5 min. discussion with no callback from the tech. I tried to send a support ticket and the system gave me a fatal error. I tried doing a Live Chat and was pushed around and then disconnected - I even said I was afraid of being pushed around FOR THAT REASON. I saved the chat script to prove I'm not going insane. After all of these issues, I reached out to my sales guy for help and he ignored me. Thanks Kennith.

Are you a current user of this product?

Yes