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moneysense.ca, 24/03/08
Slow Support at UFile
[Update: Here's an email from Joanne Birtch, Vice-President Marketing and New Business Development, Dr. Tax Software Inc. reproduced with permission:
"I am writing about your blog entry called Slow Support at UFile. The subject title no longer reflects the reality at UFile. Our support team has made an enormous effort to improve its response times due in part to the impact of your article. However, despite these improvements, UFile continues to be tarred with a very old and unflattering brush.
While not wishing to stop the dialogue, I would appreciate it if this blog could be updated to reflect today's reality."]
[Update 2: Note that this blog has no affiliation with UFile. If you need support with your UFile tax software, the contact information for UFile is available here.]
If you are considering switching to UFile (read my review) this year, there is one huge drawback you need to be aware of: the support is really slow. Firstly, UFile does not offer phone support. If you encounter a problem with the software or need some help, the only way to currently contact UFile is through email (the website says that live chat support will be available later).
Many readers have commented on their frustration with UFile’s slow response times and I personally experienced it as well. I sent a quick question on March 4, 2008 and received a response on March 10th, which is unacceptably slow in my opinion. QuickTax offers phone support for Standard or higher but it wouldn’t be a fair comparison due to its higher price. However, QuickTax Basic has the same sticker price as UFile and support is by email only but I found their response to be a lot faster – less than 24 hours.
moneysense.ca, 24/03/08
…and then there’s Studio Tax:
“Please email us your inquiries and we will make an effort to answer your questions as soon as we can. You will be surprised how soon that can be ! We do get many replies with the following: Thanks for the quick reply.”
http://www.studiotax.com/en/support.htm
Gene: I’ve heard the StudioTax support is very fast, which is very surprising considering that the people behind the product do everything in their spare time. I am using StudioTax to file our taxes this year but I haven’t had the necessity to contact their support yet.
Agree. Customer support on UFILE is not great. Moreover, the rep was just following the instruction (listed out by company), didn’t understand the issue himself. I raised a question this year, but didn’t get it answered, and only figured it out myself.
I am switching to Studio Tax next year for sure. CC, please keep us posted on your own experience with Studio Tax. Thanks.
I used to use the software version of Ufile but then moved to doing it over the internet. My brotherinlaw bought me the software version again so I “had” to use it … My problem this time around is that there is no way to migrate my data from last year (over the web) into the pc software version for this year.
It took them a couple of days to answer my email to tell me that.
Paper, pen and calculator for me.
I have used Studio Tax for the last two years after finding it more intuitive/simpler than many others..and a far better price!
What I did was use Quicktax and Ufile to obtain an exact refund amount. Then used Studiotax to get the same refund amount to ensure accuracy and then efiled it for free. Gave them a few bucks donation. Best deal in town.
I am another a long time QuickTax user who is thoroughly repelled by Intuit’s galloping avarice. I test drove several applications before choosing UFile for five family returns. Reasonable cost and the ability to suggest exactly how much eligible pension or other retirement income to split with a spouse in order to save the most tax, an exclusive feature according to the Toronto Star’s James Daw, were the key factors.
Accustomed to QuickTax’ optional direct forms entry method I encountered a substantial learning curve with UFile’s interview only format. UFile does not display a running tally. One has to click a “Results” tab to realize an item’s impact, making “what if” scenarios agonizingly tedious. Clicking a tax form entry in QuickTax instantly transports one to the source document. Not so with UFile, frustrating when trying to chase down a potential error.
I e-mailed UFile Support three times. Each time there was a week to ten-day wait for a reply. When it finally arrived it failed to address the issue. Invariably I solved the problem myself. One issue was the result of misunderstanding an instruction and my inability to trace the source. The second apparently resolved itself, possibly through a program update. The third was due to UFile’s acknowledged inability to import all relevant data from a 2006 QuickTax file. Watch out for that!
Reservations notwithstanding I liked UFile’s economy, extreme thoroughness, ability to optimize spousal tax returns, and pleasing presentation. If Dr. Tax doesn’t get greedy and jack up prices next year I will use it again.
[...] readers are reporting problems with slow support at UFile. The only way to contact UFile is through email and a response might take as long as five business [...]
I purchased the Pro version of UFILE & it was to allow me to netfile 20 returns. I netfiled 6 & was blocked by CRA for all the others. “file is in the wrong format” was the message. One week later & Ufile still has not resolved the issue.
Ufile should be called u-can’t-file. There are too many problems to list here. The major ones: 1) incompatible file formats- it does not allow you to open previous years files; 2) no support – no telephone support, and very weak email support; 3) software errors – they claim you can file multiple returns per copy, however, REV CAN blocks additional returns. It is a very poorly written platform that was never meant for consumer usage.
Stay away, stay very far away.
This string only just came to my attention. As VP Marketing for UFile I have to reply to Mr Caminiti’s comments.
Let’s take his points one at a time.
1) Incompatible file formats reported to the UFile support department are due to users trying to use the NETFILE system to send files that are formatted for the CRA’s EFILE system. Mr. Desjardins understands that now. He purchased the PRO software for 2007 returns and it allowed the first returns to be NETFILED. The remainder had to be sent through the EFILE system. This issue was resolved for 2008 returns such that no NETFILING can be done with our PRO version.
If you have used UFile for prior years you may use it for those prior years as long as you have copy of IE7. Changes in Internet Explorer 8, which is often used by software to display screens may cause problems. Our support team should be contacted at help@ufile.ca if you have any such problems.
2) In fact, UFile does indeed offer telephone support. Not with the Standard product at $19.99 (8 returns) but with the Plus product at $29.99 which also offers 16 returns. UFile’s email support is slower during the peak times. Frequently what is perceived as slowness is in fact the result of support emails dropping into the user’s Junk email box.
3) Software errors? UFile is of the highest quality. Its software engine, the part of the software used to perform the calculations, is used by top tax accountants across Canada. Although UFile does not meet Mr Caminit’s high standards, it is the software of choice of close to 1 million Canadians. 1,000,000 to 1! Not bad, I’d say.
I hope Joanne reads this. I am trying to use my 08 Ufile program to open my last years returns I prepared using Ufile. The files on my computer are .tax extension will the program wants a file with a .u08 file extension. I have opened these files before with no program, so why will the program not open this past returns for me?
Chris, UFile stored your 2008 data in a file with the extension .u08. The .tax file is the one that is sent via NETFILE to the CRA. It cannot be opened except by the CRA’s system.
Do a search for .u08 files on your computer if you do not find them in the default, /my documents, directory.
A program that is incapable of opening the files it creates. Now who was the genius who thought that one up. the programming is obviously there to understand the file.
FYI – you can read the file using EXCEL.
past years tax files should have been saved in pdf format Ufile does have this feature and I find it handy dandy
Yes, UFile does have a feature where you can save your return or any page(s) of it to PDF.
Ufile is down or what? I cannot get the login page to appear..rrrrrr. I guess all good things come to an end.
Hi George,
UFile is not down but the pages have a slick new look. From ufile.ca, our splash page, click “try now”. If you are on the main page of UFile.ca click “start now” or “continue…”
There may have been a very brief outage on one of our multiple servers last night. Please let us know if this happens to you again by contacting our support team at http://www.ufile.ca/Help/contactform.asp
Thanks,
joanne
Joanne,
Exactly how do I open .u08 file in IE? Every time IE tries to open it as a Wordpad file.
Thanks,
Michael
Hi Michael,
You should not be trying to open it except in UFile. If you want to carryforward your .u08 file, you must make that selection on the launch page and then browse to find this file.
You can contact our support team at http://www.ufile.ca/Help/contactform.asp
joanne
I was excited to complete my return using UFile early this year. In order to Netfile, I need to get the updates to UFile. The updates are failing on my computer, so I can’t EFile. One of three things happens:
1. Check for updates later message
2. Can’t install update message
3. Hangs after update is 100% downloaded, and only option available is a
Cancel button, eventually Can’t install update message appears.
I had no problems for my 2007 and 2008 return. I reported my problem on the UFile site two days ago, and have not received a response. This is frustrating, and I am now worried that the response will be inadequate. It seems to me that more troubleshooting information could be listed on the UFile website. There should also be away to download the updates and install them outside of the program. Argh! I don’t have a printer and may have to write out my return by hand.
Hello Heather,
I do not know what might be blocking your update but please contact me at joanneatufile* no spam*@gmail.com and I will provide a link to the latest update.
cheers,
joanne
[Ed. Note: Heather, please remove the *no spam* in the email address. I've edited it to prevent spam trolls from emailing Joanne]
Hi Joanne,
I received a technical support email with a link to download the updates outside of UFile. It took only 2.5 days, and it solved the issue that I was having downloading the updates…my return is now NetFiled.
Thanks for your help!
P.S. Have you thought about posting actual user questions and answers as comments on your website? Some people may be able to solve their own issues by reading through the comments. I found that the information that is on the UFile site was of no help with my issue. This year old thread was all that I could find, and I posted my issue, in hopes that you would respond.
You’re really lucky if you received a reply from UFile support within two weeks. I sent my email to support two weeks ago and still have not received any response (and no, it is not in my Junk box).
The UFile seems to have a bug where the CCA reported does not get deducted from Real Estate Rentals on line 9936. Now I cannot file my taxes as UFile doesn’t report the correct amount. Has anybody tried QuickTax support lately? Is it really within 24 hours? If so, I will be switching for sure next year.
Hi Heather, we have followed your suggestion. The solution to your problem is now in our FAQs for anyone else needing help with updating.
Kevin, please take note that CCA cannot be deducted in certain cases for Rental properties. Let me know if you have not receive a reply by emailing joanneatufile*no spam*@gmail.com.
joanne
Edit: Please edit out “*no spam*” to contact Joanne.
Here is another query for Joanne. I’ve used UFile for many years and have been happy with it. The 2009 version has caused me no end of grief. After carrying forward returns from 08 and starting to do the interview the program locks up (using 99% of the CPU). Left on it’s own there is no resolution to the issue. I must kill the application in the Task Manager and restart. Only to start entering a couple of interview screens and have the same issue again.
I’ve sent an email to support and have yet to receive a reply (2 weeks and waiting).
Do you have any suggestions?
Hi Joannea:
have used Quicktax business incorp for last 7 years(Myself+wife). Want to transfer 2008 Data reg carryoover CCA, Losses etc for both of us to Ufile? What should I do make sure that nothing has been lost during transfer.
Also you say phone help is available but did not leave phone #. I have UFile Plus but will not open it untill I am sure of reliability of data transfer from Quick Tax because small mistakes can wipe out any savings that I will get with UFILE. I have heard a lot positive about UFUILE. Can you confirm it
THanks
Hardev
hardev2000@yahoo.com
I don’t understand it, I used ufile the past two years…as smooth as silk, this year it will not allow me to NETFILE…claims YOU DO NOT HAVE A WEB BROWSER INSTALLED.
How silly is that? Of course, I have a browser but ufile does not recognize it.
I sent in an email…auto response provided numerous links….all links repeatedly timed-out.
Support…day two and I am still waiting. Are the ufile support team former Revenue Canada employees? Actually, Revenue Canada is better at responding that ufile.
I doubt, I’ll buy ufile next year.
This is the automated message you would have received from UFile support reads:
/Error – You do not have a web browser installed /
/This message does not really mean you do not have a web browser installed. When you connect to the CRA’s NetFile website, UFile is in fact trying to open your default web browser. If it cannot be located this message appears./
/To correct this issue you will need to set your favorite web browser as the default browser. Below are instructions to set *Internet Explorer 7* as the default web browser:/
/1. Open *Internet Explorer*.
2. Go to “*Tools*”.
3. Go to “*Internet Options*”.
4. Click the “*Programs*” tab.
5. Make sure “*Tell me if Internet Explorer is not the default web browser*” is checked.
6. Click the “*Make default*” button.
7. Click “*OK*”./
/For *Firefox 3*, you can set it as your default web browser at follows:/
/1. Open *Firefox*.
2. Go to “*Tools*”.
3. Go to “*Options*”.
4. Select the “*Advanced*” options.
5. Click the “*General*” tab.
6. Make sure “*Always check to see if Firefox is the default browser on startup*” is checked.
7. Click the “*Check Now*” button and answer “*Yes*” to the question.
8. Click “*OK*”./
/After you have completed this task, close your web browser and proceed to NetFile./
/If that doesn’t work, you can simply open your web browser manually and copy and paste the web address:/
/http://www.netfile.gc.ca/rdy-eng.html
I just tried it for 2009 for Quebec and Canada and the software has bugs. It reports that there are errors, but cannot describe them and no support to help.
I have tried to save a .u08 file from my 2008 tax on ufile but all I get is the .tax file. How do I get the .u08 file?
QuickTax product support sucks, they out source to India and you can’t even get a live Indian person, just an email referring you to their website. QuickTax SUCKS buy H&R Block
Ufile support is still very slow. I am still trying to get an issue resolved. Every time I send off an email, I have to wait for a day for a response that clearly shows that they haven’t taken the time to read through my question clearly. Very frustrating. Any suggestions for an online filing tool with great support?
I’ve used Ufile for years without a problem. This year there’s a problem and I’ve waited nearly a week for an answer. Here goes a loyal customer to a competitor.
I have the same issue with UFile this year. This is the first time I found a bug in at least 4 years of using it, and emailed them for help. It has been 4 days and still get no response.
It really suck when one can only find the problem after you paid. Just downloaded StudioTax, wish me luck!
yes, customer support is indeed slow. There is a problem in the 2010 software regarding calculations for tuition and education on Schedule 11. Line item 7 requires population of taxable income amount from line 260 of the tax return. The software does not populate this amount but some random number. Day 3 and counting waiting for reply from customer support. Very frustrating.
March 22 2011 emailed Ufile a simple question about where to input capital loss carry forward amounts. Still wating on March 28th for repsonse.
I am trying to complete a return in time but the UFile email support is excessively slow and their instructions are often so vague that one has to repeat the process and wait days more for effective guidance! This has been the most frustrating experience. Email support should be within the hour during business days and within the next business day if outside of business hours. I have now waited since Thursday for a reply and it is now Tuesday afternoon. Any company that treats its customers so badly has a poor attitude toward customer service and I, for one, will not buy UFile anymore. Even if I bought their package which includes phone call backs I am sure that such poor customer service would effect the quality of advice I receive on the phone too. I fully expect that their call centre will be manned by people with accents too thick for me to understand, for instance, as this would reflect the same overly penny-pinching policy which leaves their email centre so poorly manned.
Graza,
UFile does not have a single unanswered request from last Thursday. One of two things has happened to yours: a) you did not reply to the automatic response sent to you by our team or b) your response has gone into your junk email and you did not see it.
UFile takes customer service very seriously. Our team of fully-trained and experienced support representatives is located in Canada. Your speculation on the support you would receive from our UFile Plus team is unfounded and unfair.
Despite that, I would be pleased to look into the whereabouts of your request and to get you a prompt response if you email me directly at joanneatufile@gmail.com.
Add me to the list of people experiencing extremely slow response times with UFile. Simple questions go unanswered for days… Unfortunately, I cannot wait any longer as the tax deadline is today and I will have to give my business to someone else. Sorry UFile, you lose.
Online support is worse. Sent request on Tuesday. Finally received reply on Saturday but no resolution. Following Tuesday still no more replies and problem not fixed. RESULTS will not calculate…nothing, white screen. I am now sending daily emails asking for fix.
Hi Pat,
This has been an extraordinary year at UFile. We are offering more free returns than any other online tax program so we have lots of new users so lots of support requests.
The problem you are describing is likely due to pension-splitting. That calculation is so precise it repeats itself several times to get the best result. Unfortunately, until the latest release which was mounted today, that sometimes caused a time-out with no message to the user. Happily, that has been corrected so I suggest you try your calculation once again.
Another thing to know is that UFile now offers a virtual agent. It will appear on the website later this week under Help and Support. That will certainly help our users new and old.
UFile ONLINE USERS: please use the UFile recovery feature designed to let you help yourself should you forget your UFile password.
joanne
I have been using Ufile since 2008, never needed to contact support until this year. Program is not dividing a terminal loss on a revenue property sale at all. All other revenue property income (loss) is dividing half to my spouse, half to me but the program is giving us both 100% of the loss (which makes it really great to see “results” but it’s not correct! Not sure of the Service Level Agreement, but emailed my first request on Wed March 7, my second today. Still no reply. Have Googled to see if there is a patch or if this is a problem, cannot find anything. What would a good response time be? I would say 24-48 hours, but this isn’t happening. I’m disappointed to say the least.
Hi Debbie,
Sorry for the delay. Contact me at joanneatufile@ufile.ca. I will see what is happening with your request and get back to you as soon as possible.
joanne
Not just slow, they have no idea on very simple question. Such as how to open up the schedule 3 form.
I used it for three years. Very frustrated this time.
Schedule 3 is used for reporting capital dispositions. Be sure this is ticked in your interview setup and enter that gateway to go to capital gains. If your capital dispositions appear on a t-slip, use the investment income gateway.
Our virtual agent, available in our products and on our website has answers to most frequently asked questions.
I know how to enter data in S3. My question is how to open the S3 so I can see the final Net Capital Gains or Loss. I know the gains would be automatically calculated. But if there were a loss, I needed to enter manually, I believe. I need to see the final sum.
It was not an issue when I used QuickTax before.
Hello Dale,
If you have no capital gains to use against those losses the Schedule 3 will not appear. If this is the case, check you carry-forward schedule to see that they are being carried forward to future years. If this is not the case, feel free to contact me at joanneatufile@gmail.com.
Help me PLEASE!!
I have managed to save my returns in .pdf form but for the life of me I cannot find them after trying to save them in the final Step1 to retrieve to send in Step2 to Netfile! My head is spinning is there a number I can call to speak to a person and have them walk me through this?? I had no trouble for the last 2yrs so why now?? Nothing has changed with my computer!
PS I’ve already paid and have been emailed my receipt!
@Elaine: I’m not a UFile rep but I think I know what your problem might be. You cannot NETFILE a PDF form! You have to save your tax return as a .tax file. See this CRA page for details. Good luck!
http://netfile.gc.ca/stpbystp-eng.html
Thanks but the problem is when I went to save underStep1, my screen flashed as if it was saving and when I went Step 2 to retrieve I could not find it as .tax! I had saved it anyway as a >pdf so I could print it at a later date( when my printer is working) But for the life of me I cannot find the .tax file anywhere!!
Elaine
I had to tell you of my total fiasco with Ufile support this past week of April 2012.
I am using the Ufile 2012 basic cd version on a windows 7, 64 bit system to do me and the wifes taxes. I had an issue where the ” net” no longer shows up anymore. This is regardless of the fact I owe taxes and the wife gets a refund in a totally different amount. The Net payment required is a seemingly simple yet very important missing feature or bug in this release.
I contacted Ufile help/ support and a women named Susan responded to nothing at all I wrote in the email regarding this ” net” issue. It’s like she didn’t even read my email( very likely). Ufile support has totally dissaponted me, wasted my time and effort and left me completely dumbfounded. Since I found a major bug I can not now trust the software and since I also didn’t get the support promised with my purchase it’s like Ufile stole my money outright.
So, to say that after trying out Ufile I am extremely disappointed would be an understatement. I got no support at all. This proves that most of the support complaints on the forums are indeed valid.
Sincerely disappointed.
Hello Stewart (?)
I am sorry to hear you are not happy with UFile support
UFile doesn’t show the net unless it is a net refund. Exactly why that is I do not recall and I will look into it.
Our support team, though sometimes overwhelmed, Is very well trained and I very seldom get complaints about quality.
All the best,
joanne
Stewart:
I was having a problem with my Ufile and Joanne actually called me directly and gave me the HELP I needed to retrieve my .tax file and forward it to CRA! If anyone can help you it is Joanne!!
Thanks again Joanne You are the BEST!!
Elaine
What is the wait time for replies? I’ve sent a request because I can’t download .tax and .pdf returns of spouse ,it gives error: Server Error
403 – Forbidden: Access is denied.
You do not have permission to view this directory or page using the credentials that you supplied.
I emailed Monday night but no response yet. I understand being busy this time of year but a suggestion would be to at least auto reply with an approximate wait time / delay in receiving help. Good thing I’m self employed and didn’t need to absolutely submit on Monday night or I would be SOL because of ufile.
Hi Franco,
Good suggestion about the auto response.
I find the delay in response to be odd, though. Is it possible your response went to your junk folder?
If not, please send your question to joanneatufile@gmail.com. I will get you an answer.
joanne
Franco:
Joanne helped me the same day I emailed her. She is GREAT to help!! Good luck and Thank Joanne again for me.
Elaine
no, checked spam folder…. I will email now, thanks.