Crosslink Tax Software from Petz Enterprises is the worst!

I switched software companies this year from Taxwise to Crosslink tax software. The software itself seemed very user friendly but unfortunately you need more than that from a software company. My problems started when I would try and reach tech support. I was having trouble hearing the tech support over the phone. I noticed this almost every time I would have to call in. I was calling from a land line phone and realized it had to be on their end. Finally I realized that they dont use land line phones that they use a voice over IP type phone which is why I was always having trouble understanding them. Well yesterday their entire system crashed. For the entire day I couldn't reach anyone on their phone lines. I also couldn't access to their central site and print the checks that were waiting for my 3 clients nor could I transmit the return I had just done. Their website was also down making it impossible to do anything. What kind of high tech software company has all their communications tied into one system? It's ridiculous. If that system crashes, like it did, theres no way to inform your customers or allow your customers to perform their daily jobs. The only good thing about this was that it happened after tax season when my business was slow. I cannot take the risk that this might happen again especially during peak tax season. It would ruin me. I am already having to refund 3 clients who are irate their checks weren't available.

I am switching back to taxwise. I have never had a problem with trying to reach them. I suggest anyone looking to buy crosslink tax software to beware of this when making your decision.

Regardless of what John states. The same thing happened to me the year before after I first purchased the program. At that point the only explanation I got was that thier system crashed. As they run thier phone lines through the same system, I thought he company was out of business. It was very frustrating. Luky for me that no interuption occured during tax season, but it would be better if the company separated its phone lines so there was not so much riding on the one system. When it goes down the company is simply useless for any customer purpose.

CrossLinkTax in Tracy, California said: Thank you for the honest feedback. We do truly value it. For what it is worth, the CrossLink systems and website never crashed -- they were working the whole time. As it turned out, there was a major fiber cut in the Santa Clara, CA area that impacted networks throughout Northern California. This unfortunately prevented access to our systems and online tools.

I would encourage you to give me a call directly (this forum blocks phone number but if you call our main number off our website and dial ext 2506 you will reach directly) as I would like to personally apologize to you for your experience and have the opportunity to find out if we can retain your business .

Thank you again for your honest feedback.

John Amaya
Director of Marketing
CrossLink Professional Tax Software

John,

I called your office yesterday to discuss an issue that I am having. I loook forward to hearing from you. THis is my first year with Crosslink, and right now I regret my decision to purchase Crosslink.

Al Hamilton
Hamnilton & Ruiz

Mr. Hamilton,
It appears that you are purchasing through a Service Bureau rather than directly from CrossLink. That said, we want to make sure you have a positive experience and are in the process of notifying your Service Bureau so that they can follow up directly with you and resolve your issue.

Than you,

John