New User - customer service

[Cynthia]

Ok - first getting into this forum took 15 minutes because I'm not in the US and it won't let you register without a state.  Second, we can't efile so asking me the efile form number is a stupid challenge question.  Third, have called and emailed support many MANY times over the last 3 days - finally got ONE email back.

Fourth, can't install software - the instructions don't match what we see on the screen

Fifth, we ordered 2016, were sent 2015 and that was the last contact we had.

I am SO fed up with WK software.  Is there no other software out there that is user friendly and has the 3520's??  And can anyone tell me how do you get software support for ATX because so far we have not been successful.  What a waste of my day in the thick of tax time.

[Elrod]

Try this link............https://support.atxinc.com/

[jklcpa]

Cynthia, welcome to the UNOFFICIAL forum that is not directly associated with WK, CCH, ATX or any other vendor.  This forum is privately owned with members that still mostly use ATX, or are like me that did in the past and have moved on to other vendors. Since we were overrun with spammers/scammers more than once, the owner of this site decided to put in the challenge questions to make sure that bots weren't getting through. Sorry the questions were not to your liking. 

Using the link Elrod provided will allow you to log in for access the knowledgebase, support, other areas related to the program and your acccount, and also the official forum if you'd rather pose your questions there.

 

[rfassett]

If you ordered 2016 and received 2015, call sales (preferably YOUR sales rep).  That would have nothing to do with support.

[jklcpa]

Unless 2016 was ordered as download only. Doesn't ATX offer that as an option?

[rfassett]

Not sure if there is a download only option.  I had the option of downloading or installing from the disk that was sent to me.  I do not recall the option of just download.  But just the same, if I was that unhappy, my first call would be to the sales rep - and my first comment would be "get this fixed - you have 5 minutes to make me happy - if I am not happy in 5 minutes, refund my money - why are you still on the phone, the clock is ticking".

Having had several years of experience in selling and having a degree in marketing as my first degree, I can tell you that you should never discount what a sales person can accomplish.

[Jack from Ohio]

3 hours ago, jklcpa said:

Unless 2016 was ordered as download only. Doesn't ATX offer that as an option?

Nope.  You always get a DVD with the program on it.  I never use it, I download the install files from the site.