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HERE’S A LESSON IN QUESTIONABLE CUSTOMER SERVICE – DON’T MESS WITH SOMEONE WHO HAS A BLOG THAT PEOPLE ACTUALLY READ

January 13, 2011 6:37 pm / 4 Comments on HERE’S A LESSON IN QUESTIONABLE CUSTOMER SERVICE – DON’T MESS WITH SOMEONE WHO HAS A BLOG THAT PEOPLE ACTUALLY READ

By Stacie Clifford Kitts CPA

I just can’t help myself.  I need to tell you because you are not going to believe what I am doing right now.

If you are familiar with popular tax and write-up software companies, i.e. you’re a CPA or tax professional, then you might recognize the number that’s showing on my phone in this picture.

Let me break down what you are looking at.

The 800 number showing on the screen represents the “customer service” number for my tax software provider.  The bottom right hand number represents the time that has passed since I have been on the phone trying to resolve an issue with the software.

Now the first hour of time that is depicted reflects the time I spent with a technician who was trying to get my custom letterhead to work properly.  The idea of adding your letterhead to the software is to save time.  That is, when I print a tax return, the transmittal letter and filing instructions will print on my letterhead eliminating a processing step.  Yeah for everyone because the less time I spend on a return theoretically the more savings I can pass onto my clients.  Very cool – if it worked!

Anyway, the tech was very nice and told me he would call me back tomorrow when he had more time to figure out why it wasn’t working.

This is when I made my fatal mistake and asked to be transferred to a different department so I could resolve yet another problem with the software.  The person who took this call was unable to assist me and asked if she could put me on hold to research the issue.  As of the writing of this blog, I have been on hold for over 65 additional minutes (a total of 2 hours and 5 minutes of time on the phone with you know who).

What do you think?  Is my friendly customer service rep who had no idea how to answer my question heading home, or maybe she’s already home getting ready for bed spending time with her family – while I languish on hold like a spurned desperate lover hoping someone will come back to the phone and resolve my problem.

That’s right loyal readers, she forgot about me.  ***Ugh*** I feel like such a loser. 😦

Picking Apart the IRS’ Top 10 Tax Time Tips

January 10, 2011 1:51 pm / 2 Comments on Picking Apart the IRS’ Top 10 Tax Time Tips

By Stacie Clifford Kitts, CPA

The IRS has started their seasonal “Tax Tip” campaign.   I do like these tips.  They cover many of the general questions that taxpayers ask.   In the interest of having a little fun, let’s pick apart Tax Tip 2011-01

  1. Start gathering your records – I agree.  Waiting to the last minute can cost you deductions.  Lost receipts or forgotten documents are the bane of tax preparation. Give yourself time to get it together before the filing deadline gets here.
  2. Be on the lookout for w-2 and 1099’s – well duh IRS, this kind of falls into item number 1 don’t ya think?  If you are owed a 1099 or W2, these are delivered or mailed to you by January 31, 2011. So if it’s March and you don’t have your forms, better start making some calls because something is wrong.
  3. Use free file – This option is cool, but a bit deceiving.  Free file is a great product to prepare your federal income return if your income is less than $58,001.  Free file is sponsored by brand name – for profit- tax software companies.  So keep in mind, you still pay for the use of the software when you prepare your state tax return (only the federal part is prepared for free).
  4. IRS e-file – Personally I like efiling.  It is convenient, fast, accurate, and paperless.  Besides, here’s a heads up,  E-file is mandatory for some taxpayers.  It’s a new age, time to get on the ball and accept modern technological advances.
  5. Consider other filing options – Yes there are other options – you could prepare your return yourself (not recommended).  And, if you qualify, there are ways to get your return filed that don’t cost money.  Consider checking out your local VITA program.  The IRS Volunteer Income Tax Assistance Program (VITA) and the Tax Counseling for the Elderly (TCE) Programs offer free tax help for taxpayers who qualify.
  6. Consider direct deposit – I still get taxpayers who want to have their refund checks mailed to them.  I can’t really get my head around this one.  Generally, there isn’t  a good reason to have a check mailed versus having your refund direct deposited.
  7. Visit the IRS website again and again – okay, lots of helpful information here.  No reason not to.  I say, do it.
  8. Remember to checkout IRS publication 17. Well, yes if you want to learn all about income tax by all means here is a publication that will help.  Helpful stuff includes:  a) What’s new for 2010,  b) Reminder, c) When you should file a return, d) When to paper file vs. efile, c) Yada yada yada
  9. Review! Review! Review! – Well ya check for mistakes.  But people really, if you’re not a tax expert, you really aren’t going to know if you blew it.  Might I suggest you have a tax professional review your return before you file.
  10. Don’t panic! – Unless you want too of course – or waited until the last minute.  When all else fails, the IRS says you can give them a call at 800-829-1040.
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