info: Thanks for chatting with us today. Please wait for your Intuit Online Payroll support specialist to join this chat. The average wait time to chat with a specialist is 0 minute(s).
info: You are now chatting with 'Sheena'
Sheena: Hello Don! My name is Sheena and I'm a payroll specialist. Please give me a moment to pull up your account and review your question.
Sheena: No worries! I can definitely help you with that. I want to make sure that you have a great payroll experience with Intuit.
Sheena: I can see that we have not received the auth form for Federal E-services yet.
Sheena: Is it possible for you to send the auth form now?
DON FUENER: WE HAVE FAXED THEM NUMEROUS TIMES. THE 650-745-0651 FAX NUMBER DOESN'T WORK.
Sheena: Is it alright to email it to me? To make sure that I will receive it.
DON FUENER: THE ALTERNATIVE 800-663-7971. HAS GONE THROUGH. IN FACT WE FAXED THE AUTHORIZATION FORMS JUST AN HOUR AGO. YOU GOT THEM.
DON FUENER: HOW DO YOU WANT ME TO EMAIL IT TO YOU?
DON FUENER: WHAT IS YOUR EMAIL ADDRESS?
DON FUENER: AND WHAT HAS INTUIT DONE TO ADDRESS THE FAX ISSUE?
Sheena: Please send it to onlinepayrollattach@intuit.com and in the subject line, enter ATTN Sheena.
DON FUENER: WILL DO.
DON FUENER: WHY HAS THIS BECOME AN ISSUE?
Sheena: Sometimes, we have issues with the auth forms being sent through fax that's why we suggest for the forms to be submitted through email.
DON FUENER: WHY IS INTUIT CHARGING ME SALES TAX?
DON FUENER: IT APPEARS THAT THE ISSUE HAS NOT BEEN FIXED FOR SEVERAL MONTHS?
DON FUENER: WHO IT THE CONTACT PERSON FOR THE SALES TAX ISSUES?
DON FUENER: WHO IS THE CONTACT PERSON FOR THE FAX ISSUES?
Sheena: Have you sent us a sales tax exempt notice?
DON FUENER: WE ARE EXEMPT BASED ON THE FACT THAT WE DO NOT PURHASE ANYTHING FROM ITUIT? YOU A CLOUD BASED SERICE. ILLINOIS DOESN'T TAX SERVICES.
Sheena: The State of IL charged sales tax on Intuit Online payroll as of April ****.
Sheena: Your company or organization may be exempt from sales tax on your Intuit Payroll service fee if one of the following applies:
Sheena: •Your organization is a nonprofit with a sales tax exemption certificate.
Sheena: •Your company has multiple work locations, with most of the business conducted in a state that is exempt from sales tax.
DON FUENER: NO INTUIT MADE THAT DECISION AFTER BUYING THE PAYCYLE COMPANY THAT WAS BASED IN ILLINOIS. BEFORE THAT THE PAYCYLE COMPANY DID NOT CHARGE ME SALES TAX. WHO IS THE CONTACT PERSON THAT MADE THAT DECISION?
DON FUENER: SO WE QUALIFY UNDER THE THIRD EXEMPTION.
Sheena: That was before April **** and after that, we already charge some other States which includes the State of IL.
DON FUENER: Did you receive my email?
DON FUENER: Why can't you give me a contact person? Why the dance?
Sheena: Let me further check on it real quick.
Sheena: For the contact person, I am still checking with my supervisor on that.
DON FUENER: thanks
Sheena: You're welcome. It's my pleasure to help you.
DON FUENER: And the name is?
Sheena: One moment please. I am still checking on it.
DON FUENER: Did you get my email?
Sheena: Hi Don. Thanks so much for waiting,
Sheena: I have received the auth form, verified, and sent it to our back-end team for review.
DON FUENER: Good.
Sheena: Intuit will work with the government agencies to make your E-Services available (2 days for Federal E-Services).
DON FUENER: Contact names concerning the fax number and the sales tax issues?
DON FUENER: For 30 years, it's been all about saving you time. For three decades, we've dedicated ourselves to making the business of accounting more efficient for you and your clients. You've been part of this journey of innovation, so explore our interactive timeline and see where we've been—before we reveal the next big thing!
DON FUENER: That is an email I received from your company this morning.
Sheena: For the contact person, it would be our back-end team who handles the billing, Don.
DON FUENER: Any luck finding a contact within Intuit that is more than a third party customer service person?
Sheena: Do you have a sales tax exempt certificate?
DON FUENER: I do not need one.
Sheena: The State changes it's rule as of April **** and that is the reason why you were charged with Sales tax.
DON FUENER: What is the authority for that statement?
DON FUENER: My conversation with the State of Illinois is exactly the opposite.
DON FUENER: Why did Intuit charge me sales tax prior to April ****?
DON FUENER: Can you give me another person to talk to or not. If you can't let me know.
Sheena: Our back-end team would need the Sales tax exempt statement to verify if we should exempt you from it.
DON FUENER: And the name is?
Sheena: Let me connect you over to my supervisor.
info: Please wait while I transfer the chat to 'Rei'.
info: You are now chatting with 'Rei'
DON FUENER: And have you reviewed this conversation?
Rei: Hi Don! My name Rei and I will assist you. How are you doing today?
DON FUENER: And have you reviewed our conversation?
Rei: Let me check the previous conversation so I can deal with this accordingly.
DON FUENER: Good idea?
Rei: It looks like you have inquiries on the sales tax.
DON FUENER: And the non working fax number.
DON FUENER: And need contact that is beyond a third party customer service agent.
DON FUENER: Are you Phillipine based?
Rei: Looking at the records and the state guidelines, you will be charged with the sales tax not unless you have a sales tax exempt certificate. Are you a non-profit organization or company?
Rei: Yes, I am.
DON FUENER: So who is your US contact?
DON FUENER: Realistically you cannot answer my question. Right?
Rei: We have the knowledge base in our system and we also have a view on your account. Our agents in the Philippines are well trained for US taxation and with the payroll system. Don, I want to make sure that we cover all the issues that you are contacting us with.
Rei: As an Intuit employee, we value your time and your business.
DON FUENER: You haven't provided me with a contact person. Why the dance:
DON FUENER: Why can't you provide me a answer?
Rei: We do not have any specific name from US if you prefer to speak with an American rep.
DON FUENER: Does Intuit not allow you to disclose this information?
DON FUENER: No who is the contact person?
DON FUENER: I want to know who made this decision in the US that they can't fix the fax issues and the sales tax issues?
DON FUENER: I cannot believe that Intuit doesn't have a U.S. based contact.
Rei: What fax number are you using to send us a document?
Rei: So I can check on it.
DON FUENER: 650-745-0651
DON FUENER: 800-663-7901
DON FUENER: And the contact person's name is?
Rei: This fax 800-663-7901 is working.
Rei: What document have you tried sending us if I may ask?
DON FUENER: We have faxed numerous time to this number. e services enrollment.
DON FUENER: And the name of the contact person is?
DON FUENER: Oh my I just checked the Intuit facebook page. It seems you guys have a lot of unhappy customers.
Rei: I can check the fax for you and would make sure that our back end (eservices) will get it.
DON FUENER: The other customer service agent, Sheena I believe, said she got my email.
DON FUENER: Why do you not answer my questions.
DON FUENER: Why would Intuit send me an email that says>>>>>
DON FUENER: For 30 years, it's been all about saving you time. For three decades, we've dedicated ourselves to making the business of accounting more efficient for you and your clients. You've been part of this journey of innovation, so explore our interactive timeline and see where we've been—before we reveal the next big thing!
DON FUENER: And the name of the contact is?
Rei: Don, I wish I can give a name but unfortunately we do not have a specific contact person. Once you get a chat agent, that agent would be able to assist you with your concern.
Rei: I can check that fax for you.
DON FUENER: So fix the problem. Or if you can't. Please say so. You don't have a contact person. Is that right? Or you are not allowed to give us the name of the contact person? Please answer my question specifically.
DON FUENER: Please note that after waiting 10 minutes for a response from Rei. I didn't receive any answer. Had to move on to other things.
Rei: Hi Don. As I checked the email/fax about your eservices enrollment, Sheena have taken care of it and she is currently working with our back end to activate your eservices enrollment.
Rei: Once the review is done, the eservices will be active in 2-3 business days.
DON FUENER: And the answer to my question is?
Rei: What question, Don?
Rei: I am really sorry, Don, but there are couple of questions that you asked and I have answered as well. If you don't mind me asking, what specific question were you asking few minutes ago?
DON FUENER: What is the contact name of the person that handles the sales tax charges in the USA?
DON FUENER: What authority to you base your statement the law changed in the State of Illinois for sales tax in April ****?
DON FUENER: Who is the contact name of the person that handles fax number issues in the United States? The fax number is based in the US, I can only assume, and it hasn't worked for months, so that would mean that we need a non foreign person?
DON FUENER: You really can't answer any of my questions. Right?
Rei: Unfortunately, we do not have a contact person for our fax. However, when you are sending us a document please contact us right away so we can check on it and retrieve those documents form our fax.
DON FUENER: Why would Intuit send me a solicitation email about dedicating ourselves to making the business of accouting more efficient for me and my clients.
DON FUENER: You haven't done either.
DON FUENER: Right?
Rei: I am sorry if you feel that way but we do not send solicitation email. Can you please send the email back to us so I can check on it.
DON FUENER: And your email is?
Rei: You may send it to onlinepayrollattach@intuit.com
DON FUENER: Did you get my email?
Rei: I am still checking on it, Don.
DON FUENER: Please email when you get a chance.
Rei: Yes, definitely.
Rei: I got your email. Let me read it really quick.
info: Your chat transcript will be sent to taxpartner@gmail.com at the end of your chat.
Rei: I apologize for this. This is actually a advertisement from Intuit. As much as possible, Intuit wants to involve you in any company activities. However, if you don't wish to participate on these nor want to receive any of these, you may unsubscribe by clicking the click here next to "To unsubscribe or change your email preferences."
DON FUENER: I guess you are missing the point. I don't want to unsubscribe. I want you to live up to the adverstisement promises. But by your own admission, you do not have the information, the authority, or to help me as a customer become more efficient. You do work for Intuit right?
DON FUENER: You are not dedicating your self to helping me as the email says you are dedicating your self to.
DON FUENER: I can't imagine you are paid enough to dedicate yourself in such fashion?
DON FUENER: Correct?
Rei: Don, I really want to help you with what you are contacting us for. Please let me know how I can assist you and I will be very glad to do so.
Rei: Your time and your business is important to us and we wish to give you the service that you need.
DON FUENER: Let me try it again.
DON FUENER: DON FUENER: What is the contact name of the person that handles the sales tax charges in the USA? DON FUENER: What authority to you base your statement the law changed in the State of Illinois for sales tax in April ****? DON FUENER: Who is the contact name of the person that handles fax number issues in the United States? The fax number is based in the US, I can only assume, and it hasn't worked for months, so that would mean that we need a non foreign person? DON FUENER: You really can't answer any of my questions. Right?
DON FUENER: Can you answer any of these questions?
Rei: We have the back end team who takes care of the sales tax charges but those people are not frontline agents. What we do is send them the sales tax exempt certificate that you are required to send us through the email address that I have sent you earlier.
DON FUENER: Let me try it again.
DON FUENER: DON FUENER: DON FUENER: What is the contact name of the person that handles the sales tax charges in the USA? DON FUENER: What authority to you base your statement the law changed in the State of Illinois for sales tax in April ****? DON FUENER: Who is the contact name of the person that handles fax number issues in the United States? The fax number is based in the US, I can only assume, and it hasn't worked for months, so that would mean that we need a non foreign person? DON FUENER: You really can't answer any of my questions. Right? DON FUENER: Can you answer any of these questions?
Rei: 1. I cannot provide you the name since we do not have a specific contact person who handles sales tax. They are a team.
Rei: 2. We were not the ones who change the taxability on the state. It was the state of IL. You may contact them directly if you have questions on that.
DON FUENER: Who is the team leader?
Rei: I am one of the team leaders who is handling the chat group.
Rei: 3. I cannot provide you the name since we do not have a specific contact person who handles sales tax. Each document sent will be handled by each rep who you spoke with.
Rei: 4. The fax is working fine.
DON FUENER: The assumption is Intuit is correct. I am a licensed tax preparer. Who do you contact if you cannot answer a question?
DON FUENER: The fax is not working fine.
Rei: The fax that I am referring to is 8006337901.
Rei: We have a group of people in the US that we contact to assist customers like you.
DON FUENER: Will you please forward my questions to the group of people that you refuse to name?
Rei: If you could send us your sales tax exempt certificate then we can move forward.
Rei: I am so sorry but I cannot do that.
DON FUENER: I do not have a sales tax exemption receipt.
DON FUENER: So you cannot answer my questions and you refuse to forward it to the group of people you refuse to name.
Rei: You need to get the sales tax exempt certificate if you do not wish to pay the sales tax. This is something that the state require.
DON FUENER: Sorry you are wrong.
DON FUENER: Please forward my question to the group of people that you refuse to name.
DON FUENER: 650-745-0651 is not working by the way.
Rei: I would suggest that you use the 8006637901.
DON FUENER: Oh my. We did and no one processed the various faxes.
DON FUENER: Why would Intuit include a fax number that doesn't work correct and have their customer servie people tell their customers to use another fax number?
DON FUENER: Please forward my questions to the group of people in the United States that you refuse to name. Why is not disclosing the peoples names an issue?
DON FUENER: Why do we have to have this prolonged chat, when in fact, you have told me you can't answer any of my questions?
DON FUENER: What is the procedure to handle questions that your call center can't answer?
DON FUENER: Don't you understand that this chat is going to publised on the internet?
Rei: As I validated with our back end team, the fax number 650-745-0651 is working fine.
DON FUENER: Sorry it is not working we just verified it.
DON FUENER: How do we get a hold of the "back end team" and where are they located?
Rei: Don, I know that I may sound like I am repeating myself over and over again. I really don't know how to tell you again that the back end team can not be contacted directly by customers. If you have questions on your account and would need further assistance, our frontline agents would be glad to assist you. I really wish I can give name, Don. If you only know, I really would. I don't want to waste your time and would only aim to give you an excellent service.
Rei: From the bottom of my heart, I really want to assist you with what you deserve. You are very important to us.
DON FUENER: So from what you are telling me Intuit is not going to let you answer my questions, or forward my questions to another person, and despite your assurances to the customer, we don't really feel that important. So my only solution is to go viral with this amazing customer service conversation. Right?
DON FUENER: I find it difficult to believe that Intuit has handcuffed its foreign based customer service agents in such a manner that it puts you in such a difficult position/awarkward crazy position.
DON FUENER: So really the problem is with Intuit? They will not let you do your job. Right?
Rei: I couldn't stop you on that, Don. If that's something that pleases your heart then so be it. Know that here at Intuit, we only aim for providing you a good customer service experience. If you would let me help you with any of your concerns then I will be very glad to do so.
DON FUENER: But you can't.
DON FUENER: I am emailing our conversation to Mr. Smith I guess. Thanks for your time.
info: Your chat transcript will be sent to taxpartner@gmail.com at the end of your chat.
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