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Estimated reading time: 2 minutes, 53 seconds

ATX, TaxWorks Woes Continue for Some

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In a season plagued by serious software issues, the situation has apparently improved for some who purchased the rewritten TaxWorks application. But for those suffering the woes of ATX from CCH Small Firm Services, there are fewer indications that things have gotten much better. Among both groups there are still reports of serious performance problems, clogged or unhelpful tech support and those who have abandoned their initial software to be able to conduct business for tax season.

"There has been improvement. However, I have junked TaxWorks for TaxWise," says New York City CPA Gary Cohen. "I can't start each day wondering what will happen next. It is very unstable program and there are many fixes still needed to reach its promised full functional form as advertised. They should have waited another year to recreate the wheel instead of beta testing it on us poor tax preparers." It probably isn't lost on many preparers that TaxWise is from the same CCH unit. However, there have not been widespread reports of serious problems.

The problems with ATX apparently claimed one casualty when Jeff Gramlich, president of SFS resigned last month and was replaced by Jason Marx. On Tuesday, February 28, CCH said it would have a statement about the change at its unit but that has not been released. TaxWorks has not issued an official statement.

But reports continue with both ATX and TaxWorks about performance, clogged or unhelpful software support and the feeling that someone was asleep at the wheel in bringing these two products to market for the 2012 tax season. Complaints continue with both ATX and TaxWorks about performance, clogged or unhelpful software support and the feeling that someone was asleep at the wheel in bringing these two products to market for the 2012 tax season. And the ATX forum, www.atxcommunity.com has a lot of discussions about the refund policy of CCH SFS.

After hitting the clogged ATX support lines, Tony Servidio of Las Vegas, Nev. switched to Intuit's ProSeries. He said he got a response from customer service there in five minutes. "The support staff walked me through the installation and I was up and running in 15 minutes. Pro Series was a little more expensive than ATX but you get what you pay for," he said.

Servidio asked for a refund for his purchase of ATX in order to meet the February 28 deadline for receiving a full refund for a cancelled purchase. The refund is reduced by $20 per return for each return processed. Servidio says he asked for a refund and after waiting for three weeks was told by an SFS rep that he need to email the refunds department. After sending a message there, he had not received a response after four days.

The Facebook page of RedGear Technologies, parent of TaxWorks, is still getting posts from users desperate to get the software working to avoid losing customers. On Friday, March 1, one TaxWorks user said he quit waiting for support after 3 hours 45 minutes on hold. And likewise, the ATX Community page shows problems continuing. One user said an update had been issued that was supposed so the problem that computers could not access that had the fixed assets manager. But the problem was not solved, although it may have been on networked computers as a user on a standalone said he found the problem fixed. Another reported on March 4 that after one update was issued, files prepared under the previous update could not be opened.

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