How to get a case escalated

Forum|Forum|4 years ago
December 6, 2021
3 replies
27 views

Background: I've used Lacerte for many years, and my IT guy (specializes in accounting firms) has worked with Lacerte for many years also. I've had significant issues with the 2020 S Corporation module. Program updates have corrupted my data. Have spent several hours on the phone with support (I've spoken with countless reps, I've logged 12 hours on the phone/on hold between last Friday and today). Most recently I was informed (by Amber(?)) that my case would be escalated, but the call was dropped. Now back to square zero - again. Words cannot describe my frustration. Someone, anyone, please help.

Lacerte Tax

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abctax55

Level 15

@1569

@IntuitBettyJo

Any chance one of you can help out this unhappy customer?

HumanKind... Be Both

A

Anonymous

Thank you, @abctax55.

@lcorey8310 I'll look into this and get back to you with any information I have.

L

lcorey8310Author

Level 3

Thank you, much appreciated @1569.

BobKamman

Level 15

Keep in mind that the word "escalate" comes from "escalator," the device that can move you both upstairs and downstairs. ("Scala" is Latin for staircase, as one of the early inventors of the moving ones knew.) So it is quite possible that your case has been escalated -- all the way down to the basement, where the furnace is stoked and the trash collected.

L

lcorey8310Author

Level 3

Lol BobKamman! Your explanation makes sense, I've recently been doing some Italian language learning (Latin roots) and the word for "the stairs" is "le scale." 🙂

BobKamman

Level 15

Actually, in Italian it's "la scala." Which of course demands an explanation of how that opera house in Milan got its name. Turns out it was built on the site of a church named after the Virgin of the Staircase, which had something to do with the miracle of a midwife reviving a baby while praying under a staircase where religious artwork had been placed. Learn something every day (and probaby crowd out some useful tax information while at it.)

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ropitluk

Level 2

I called support 5 times today about a business return and all of my calls were dropped. I am concerned because I have a return due 1/18 and I need assistance. Is there any way to send a message to get help directly? Phone support is currently cut-off.

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lcorey8310Author

Level 3

Roptluk - I think you can PM someone via this forum by clicking on the name. I will see if I can find the name of the Intuit rep who connected me with the ultimate problem solver....give me a minute.

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