Archived and Closed
This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Archived
have called several times this morning with no answer just auto system then on hold till disconects
-
90 Points
Posted 1 year ago
-
292 Points
Drew N, Community Manager
-
261,336 Points
-
292 Points
Sorry, Drew; my error.
When I first began talking with your company many years ago (about 2002), I recall that I was told they were located in California.
Drew N, Community Manager
-
261,336 Points
That could be. It was a little before my time. When Intuit purchased Homestead, the majority of support was relocated to Denver. We were there for several years and then when Intuit sold Homestead we eventually moved to an existing office in Arizona. I believe we closed all CA offices in 2015 or so, but by then it was just development staff. But to support your point a bit, being that Arizona does not observer daylight savings time, part of the year, our hours are California hours. Right now, however, we are on MST, 1 hour later than California.
themieleman, Champion
-
61,784 Points
-
222 Points
Not having email or chat support anymore is a big mistake btw!!!
Drew N, Community Manager
-
261,336 Points
This community serves as email support, and has a much faster response time than our old email support which customers asked us to do away with. I do understand that chat support was great for some, but overall the chat team was not being engaged. We decided to focus on community and phone support.
-
222 Points
Well I did post something and haven't had a response in the past with chat it was quick and easy. Last time I had an issue I was on hold forever.
(Edited)
Drew N, Community Manager
-
261,336 Points
I have responded. The old email support was a 24-48 hour turnaround, and it was rarely able to do that. It was removed several years ago for this reason. In community we do try to respond within 4 hours. I do understand that chat was convenient for some, but the decision was made because of the minimal usage. Sometimes there can be hold times. Today there have been agents waiting for a call most of the day. Currently there are not, but there is no one on hold either.
