Relius Incident response

[Guest esaade]

"Dear XXXXXX

Product enhancements and EFAST2 regulations mandated by the IRS have generated a higher than expected call volume. As a result, you may experience a delay of a week or longer before you receive a response from our Relius Government Forms client services team. We apologize for any inconvenience this has caused and assure you that incidents are being answered in the order they are received. "

I

[JAL]

yes, I just received one this week.

[Guest esaade]

yes, I just received one this week.

The real question is, " Is it just me or does anyone else find this as an unacceptable answer and response time?"

[Bill Presson]

yes, I just received one this week.

The real question is, " Is it just me or does anyone else find this as an unacceptable answer and response time?"

There was a LOT of discussion about this at the Relius Summit earlier this week. They acknowledged that it was unacceptable and we were assured repeatedly that they are taking steps to fix the support response issue.

I'm hopeful that they are doing what they said and the response time will decrease dramatically over the next few weeks.

At the same time, we're extending all of our returns and don't plan to file any until August.

[Fredman]

There was a LOT of discussion about this at the Relius Summit earlier this week. They acknowledged that it was unacceptable and we were assured repeatedly that they are taking steps to fix the support response issue.

+1 to what Bill said.

I will add that they are updating their FAQs frequently. Before filing an incident take a look here (http://www.relius.net/Support/RGFFAQS.aspx). You will need to log in to see the FAQs.

[Guest JLecas]

I got the same email. I submitted an incident on June 17 and am still waiting to hear from someone. :angry:

[Bill Presson]

I got the same email. I submitted an incident on June 17 and am still waiting to hear from someone. :angry:

They do appear to be making progress. Contact them again just to make sure the item wasn't overlooked.

[Guest Kevin Mitch]

I left message on June 21 and have called back three times and no return call from them yet. Was told today response is now 2-3 weeks. My 5500 software is not functioning correctly. I have checked FAQ several times per week and no meaningful updates. With all these calls you'd think they'd make it possible to help yourself with online information and/or problem fixes. Very frustrating.