Following my write up on Ufile, the income tax preparation software, a reader wrote in to say this:
You might want to tell your clients that Ufile, which I have just tried to use without success, has virtually no technical support. If you want telephone support you have to pay $15 more. Otherwise, you send emails. I have been waiting six days for a response. I finally called their head office and got a supervisor who said "it’s tax time, we are very busy";. I still haven’t had a response after 3 separate emails. You get what you pay for. Quicktax at least provides technical support.
Yikes! Six days is a long time during tax season.
Not sure if anyone is still looking, but after much searching, here is a phone number for Dr. Tax head office in Montreal:
(514) 733-8355
Good luck! (You’ll need it!)
UFile:
Support is terrible. I originally bought the program – the CD was scratched – I contacted them for a emailed download – no response ever. I bought another copy as I was sick of waiting. The update wouldn’t install successfully. I got a response after 5 emails. The download worked. Now I can’t go to the CRA website and Netfile because the program won’t accept my browser. I’ve sent 10 emails now. 1 response that told me to set as the default. Still doesn’t work. The problem still exists. I’ve been waiting for 6 days now for a response – honestly I’m debating on doing it manually now – A VERY UNPLEASANT EXPERIENCE FROM MY END – TERRIBLE CUSTOMER SUPPORT – DO NOT BUY THIS PROGRAM – TRUST ME!
Burlington, ON
Just a note to say that, for unknown reasons, this blog is displaying comments in non-chronological order. However, many of the comments have been made in the past 3 months, as of 13 April 2009. It is hoped that this date issue will be addressed in the upgrade to WordPress this coming month.
Well it is a good thing I stumbled upon this site. I think I will pay the extra $10.00 and stick with Quicktax
Actually, that was a reader’s experience, not mine.
Her contact info is easily found online.
It’s wonderful when customer service actually does turn out to be good!
I’ve come to realize ufile is a little dumb. My case is that I have two kids both over the age of 18 and ufile seems to consider them dependants. Very misleading because I have create separate returns for them usually and Ufile seems to think there still babes in arms. I find this is a major problem with the program..it should have detected this condition and prompted the creation of separate returns…there were no warnings of this at all.
Well, I’ve just read through these messages and see that others have the same problem as I do with emails not being answered.
I also see reference to a help phone number – could someone provide that here, as I cannot find it anywhere. Thanks!
I have used Ufile for the last 4 years with no problems whatsoever. I find it easier to use and less expensive than Quicktax which I had used for the previous 3 years. I guess it must boil down to how complicated each individual’s tax return might be for specific problems to arise. I have just completed returns for my spouse and myself using Ufile and Quicktax and the results were within $10.
Beware of UFile…
“The Audacity of being Audaciousâ€
“The Arrogance of being Arrogantâ€
Issues…
1) your Ufile support SUCKS…!!!… it’s the 21st century, get phones…!!!
2) It’s been 5 days since my 1st support question and still no intelligent reply to that question or even something that comes close to addressing the question… do they read the questions or does their “support team†consist of 100 chimpanzees banging away on computers… no that’s not fair to the chimpanzees, they would have had a solution for me by now… UFile SUPPORT REALLY SUCKS…!!!
3) 6 to 8 weeks for a refund SUCKS…!!!… what planet do they live on… once again please check your calendar, does it show the year to be 2009, if so 6 to 8 weeks is an eternity in this day and age… what are you folks smoking that it takes 6 to 8 weeks for a refund…???… no really, what are you smoking, I think I might like to try some…!!!
4) Note to self:… never buy a product that doesn’t have immediate phone support… or a real address with a phone number you can contact for whatever you want… oh wait… that means… never buy another product from Ufile or Dr. Tax…!!!
5) Note to self… next year back to QUICKTAX…
Have a nice day
Really disgruntled UFile customer…
I am currently trying to use Ufile to file tax returns for 2007 and 2008. Firstly it doesn’t let me manage both files with the same login and carryforward data. I have to login seperately for each tax year, no big deal but when I tried to open both returns at the same time in order to get some numbers from the 2007 return to input into the 2008 return I noticed that information began to be mixed in between returns ie. 2007 data appearing in the 2008 return and vice versa. Yikes!! I now have to re-do both with some other software. I think i’ll have to go back to QuickTax although it’s more expensive.
Just purchased the 2008 version Feb 09, installed typed in the activation key, says can’t use the previous years key. This is extremely poor quality control, will see how long it takes them to respond.
I too am having problems with UFile, last year I switched to UFile from Quick Tax since I could only do 2 tax returns for $40. Well not sure if you people are having the same problem.. but when I enter the amount I want to use of my RRSP contributions it ignores the entry and uses all of it. As well the amount it puts in on both the Federal and Provincial Schedule 11 (education credits) for my taxable income is not only wrong each schedule has a different amount??? I have had no luck getting responses from their help other than links help on how the enter information. I need help on how they caclulate this stuff. I have done a few others and now wonder if this is all okay.. I think I will get quick tax and do them again… Hopefully I will get a refund in 6-8 weeks, but am not too hopefull
I am waiting for answer to my question since last week….sent 3 e-mails, no one has replied…Never has problem with Ufile before, what happened this year?
I have used Ufile for about 4 years now.
I purchased the 2007 version, but had not installed it yet as I am behind in my taxes (long story). Anyway, just installed the 2007 version and the Key on the back of the CD sleeve looks wrong. I think there is supposed to be 16 chars, but there is only 15 chars. Sucks!
I see from a previous post that someone else had the same issue – very good quality control. The key is kind of important…wouldn’t you think?
I have emailed them – I guess I will now find out first hand if I experience a support nightmare … worse case, there is a moneyback guarantee apparently. I will test that aspect of Ufile if necessary…
UPDATE – I posted earlier stating that my activation key was missing the last character, and that I had sent an email.
Here is the rest of the story – they emailed me back a few days later, asking to send them the bad key I had, which I did, and they emailed me back the missing character the next day (on Saturday!), and they apologized that some packages went out with a missing character in the key.
So, I’d like to say that I am SATISFIED and HAPPY with the service that I got from their ’email-only-tech-support’ and that it worked for me. Full turnaround was about 4-5 days, AND they sent an email on a Saturday, which surprised me because I didn’t expect to hear back from them on the weekend.
Overall, nice. I guess I’ll continue to stick with UFile, as they’re the best deal out there, and they don’t nickel-and-dime you by forcing you to buy more expensive packages just to get all of the schedules, etc. AND, their tech support did indeed come through for me, in a satisfactory timeframe.
I just wanted to give an update on my experience, because I see that many people post their woes about UFile, but never follow-up with the final story (i.e. was the ending dismal, or did it take a turn for the better, like it did for me?). I find people only take the time to post/blog when they want to complain, but then don’t take the time to follow up if they have good news or something nice to say.
Thanks UFile!
My name is Joanne Birtch. I am VP Marketing for UFile.
Please be aware that this blog contains comments from a number of different tax seasons. Some are new and some are old. As they have no dates and are in questionable order, it is hard to know when they were posted.
I like to review the blog and see the comments, good and bad. I have looked up C. Vatcher, Jason Nobel and Mr. Suagh in our support database and have found no contact from them. Please, gentlemen or ladies, send me an email at joanneatufile@gmail.com and I would be pleased to follow up.
I would also like to recommend that if you have not received an immediate, automated response from Ufile within a short period of time, check your junk folder. When you receive that email, it should contain the answer to your question. If not, reply to it and your email will go directly to a support agent.
joanne
I purchased ufile and low and behold its missing a number in the activation code.UGH. It has a list of numbers to use as my last digits are QKT tried what they have on their website and to no avail. Email support still waiting 2days.
Andréa’s support experience is very unique as support delays like the one she describes are virtually unheard of at UFile.
Our statistics show that less than 10% of users require support at all. As a result, our team is able to manage the requests with minimal delay.
You get what you pay for? UFile users are enjoying the best of both worlds: Good price and great quality from a 100% Canadian company.
Joanne Birtch
VP Marketing
UFile
I have used ufile for 5 years with little or no problems in getting answers.
However this year there is a problem in getting the program to accept my input.
I sent in my problem to their’help’ desk and waited 72 Hours for a ‘pat’ standard reply that did not address my problem.
I then resent my problem and explained that their answer to me did not help.
It is now 8 days later(192 hours) and I still do not have an answer to my query. I have resent my question 7 times and I have not even received an acknowledgement of messages.
I can only assume that you get what you pay for!!!
TO: Joanne Birtch VP Marketing UFile
I am quite certain that you believe that your company provides GOOD SERVICE.
However I would gladly provide documentation for my problems with your product
22 messages in the past 9 days sent to Ufile with no response!!
Please post your email address and I will gladly forward all of my attempts with your company
HUMILITY – The quality or condition of being humble
Joanne Birtch VP Marketing Ufile contacted me on Sunday April 8th. I am embarrassed to say that my numerous queries to Ufile were being answered all along.
BUT a new virus program that I recently installed was treating the responses from Ufile as spam and simply discarded these messages.
Joanne was kind enough to point my error in input that was causing the problem and I am now able to continue my tax return
THANK YOU Joanne.
Ronald Smith
After sending my earlier comment, I emailed Joanne Birtch. Se phoned me about an hour later (while I was again on hold for their tech support on another line) and sent me a URL that got me the update I needed (something one of their FAQ’s said I could do, but the link provided took me in circles instead of to the update). She also recognizes there are a few glitches re support they need to explore. Like Ronald Smith, their email replies to my on-line queries apprear to have vanished. Codos to Ms. Birtch for getting back to me fast.
To Joanne.
My experience with support is similar to Ronald Smith’s. No response to on-line queries. On hold with repeated message saying someone will be with me shortly – then told by machine to leave a message after 15 to 20 minutes (none yet returned, This happened to me several times yesterday – I will show you my long distance bill when it comes in. I was so happy with Ufile last year (no support required) that I recommended it to friends. This year, I have not been able to download updates – and the filing deadline is 40 hours away.
Besides the fact there is Phone Number to call if you have issue. In my case,the Key provided was incorrect, which i had ot add and extra lette in random or or order to install this software, which i was still unable to complete the tax properly because if offer no flexibility, so if for example: auto expence, by default your forced to input info that does not apply to your situation in order to continue.
.
I AM REALLY FRUSTRATED WITH UFILE ONLINE VERSION! They have a software bug (I have worked around computers for 30 years so I should be somewhat credible).
I’ve used Ufile Online for many years with no problems but this year they are driving me crazy. My problem is the property tax credit….it is transferring twice to the On 479 tax form (but only shows being entered once in interview section). Ufile responded today……….one week since I emailed them (they should be responding faster than this). Someone is lazy and isn’t looking at the actual tax forms! I have told them that the information in the interview section appears to be correct, from what I can see, but it’s the actual tax form On 479 that has the error. But I get a silly response back:
“You[sic] property tax credits reported only once on Schedule On 479. You will find it in Tax return section of (my husband’s name)â€.
I’ve now sent them a clipboard copy of the particular page – On 479. I’ve paid for their service but I fear I will end up using some other software so I can finally Netfile our tax returns. (Good chance the people responding on help line probably earn barely over minimum wage, have very little computer knowledge, and don’t really care?)
I’ve also used Ufile for several years with no issues, however this year there seems to be a glitch.
The program will allow me to enter the details of registered tradesperson’s tools (each itemized on a separate page… rather a pain) and all the pertinent employer details, but this it does nothing with this info. It should produce a credit for employment expenses (I believe on line 229).
I’ve contacted ufile (via the dreaded email) a few times, with nothing but a auto-replies in more than a week. I’ve already paid and also worry that I will have to pay for and use another service this year. VERY annoying. I KNOW they’re busy and it’s tax time, but I was counting on filing my return early to get my refund early. I guess it’s not going to happen this year.
UFILE 2007 does not treat T4A slip, box 28 (Scholarships… Code 05) correctly. It takes the input, but does not post to line 130 of the tax return. One wonders how many bugs there are left undiscovered?
I’m still trying to sort out why my 2006 return (efiled using UFILE 2006)was re-assessed by CRA – apparently due to unreported income from T3 forms, which UFILE tells me has been entered.
Andréa, Joanne,
Waiting 2 days for email responses at tax time may seem like a lot, but I have now been waiting two weeks. Emails to help, support and calls to the phone support line (when not disconnected after waiting on hold) have gone unreturned.
I HAVE checked my spam filter, and I am not missing anything. Is Ufile just throwing in the towel on all these problems? I cannot believe the lack of professionalism; how can a business take your money and then just thumb their nose at long time paying customers? Do you have any advice on other avenues I can pursue to get this resolved? I do not intend to file my return last minute.
(A very annoyed) Kimberly MacDougall
Joanne – Please help
I have used ufile on windows the past few years and want to use online Ufile this year. There is a feature to upload previous info from Quicktax and Taxwiz, but none for Ufile – which is a “.u06” file.
My emails to Ufile support have gone unanswered, so please help.
The date of these postings is in 1999. So I’m sure whatever complaints were related to customer support, have improved over the years. I find UFILE an excellent software, and I can get technical support in CANADA. Not INDIA as Quicktax betrays Canada and employs offshore people to fill jobs that Canadians so desperately need.
Do any of you have the serial for ufile 2008
Love the information share back and forth. I am learning alot about U-File.
1: It’s cheap. Great. It’s a dollar less than QuickTax online, with none of the support options. I’ll pay a dollar for same/next day support.
2: Their best form of support for everyone on this site is the VP of marketing. Kudos to Joanne for giving a damn, but I would expect support to come when I need it from skilled agents, not from a concerned Bigwig looking to deflect criticism away from their support channel
Are these posts current for 2010 or old, there seemed to be some indications these were old or date issues?
If these are current, have CRA quizzing me on educational amounts and I can’t access my file. Password no longer accepted, and of course auto replies says it can’t be retrieved or replaced, I don’t see the issue if I can verify my identity. I can reset passwords for virtually anything, banking for example as long as I provide identification, why not with U-File?
I had a problem with a 2007 Ufile program locking up on Saturday and emailed Ufile on Sunday and received a reply from “Gaetan” on Monday morning. The reply resolved my problem in moments, so despite all the commentary above, there have obviously been improvements to their tech support. I will use the program again for this year as it is cheap and works well.
I try Ufile this year and I can not find the ON479
any help please
I have read alot about the crappy customer service that Ufile has because they are only email based and no phone number but I had a questions that i sent in this morning and I received a reply early this afternoon which I had a follow-up question for which was responded again just now. Four emails in one day
I am satisfied with this.
To my experience, Ufile works most of the time. I had no problem filling my 2009 tax return. It seems okay this year too, but there is a minor problem where its not calculating “Ontario Property Tax Credits” for my Rent! Any one having the same problem?
Well I’m a volunteer for the CVITP (CRA). I have had nothing but problems with Ufile. I tryed to put my clients tax in a batch, press send but I get an error message”access to responefile was denied” I have e-mailed Ufile about 12 times with the same question. No response in 8 days. Not good customer service
Have sent 3 requests for service in the last three days – not one answer back…no way to phone them. Shyte service!
Ufile installing activation code not working ,2009 file
carry forward part not working.
Manjit 905-569-2291
I am having a problem with the version of Ufile for the 2010 taxation year (just purchased and installed yesterday, March 12, 2011).
It incorrectly generates an absurdly high total for charitable donations (over $40,000) even if I enter zero for donations (or delete the donation page completeley). This throws everything off, of course.
I have e-mailed ufile support, but have not received any confirmation of receipt.
Is anyone else experiencing this problem?
Can anyone say if Ufile is looking into this?
UFILE is the best tax program we have ever used .
Highly recommended it will give you the best return
The program is truly a nobrainer to use
I love Ufile Pro BUT, my counter sudden 26 to 410 and now I can’t file any more returns. I have requested email assistance 4 times with no response yet. As a professional filer, this level of service is unacceptable.
I have used UFILE the past few years without problem. This year I tried the on line version and had been promised free file friday which despite the fact I am 60 was not free as promised. The real problem though is some glitch in the online program where you enter a code describing the type of self employed job for self employed income. I entered the code and still get an error message saying I have not entered the code. I cannot efile until I clear the error message. Frustrating and unnecessary waste of time. No UFILE support to date or contact.
I am using UFile online. When taxable income exceeds $40,970 (15% fed tax), the program inflates the taxable income on Schedule 11 (tuition). e.g. taxable income of $54K, shows approx $60K on sched 11. Anyone had this problem? No response yet from support, but only been one day, which isn’t long based on comments here. Thanks.
The UFile # is 514-315-3699
Ufile Phone # 514-315-3699
e-mail support@ufile.ca
Good luck!