I sent a help request to Bivio Support yesterday and
received no acknowledgment that I sent it and no reply.
Today I can't get the send button to send the message on the
Support page. My dividend amount is wrong on my taxes but
right in the accounting program. I called the new phone
support number but they didn't know what to do about it and
told me to email support. Which beings me full circle, is
anyone having trouble with Support? Or the figures on their
taxes?

Rip West wrote:
> Joyce,
>  
> I don't understand. Can't you just send an email to support@bivio.com from your regular email
> program?
>  
>
> Rip West
> Saint Paul,
> MN

Well, I did, but still have no communication that they have
my request. We used to get a form email saying that someone
would reply shortly. Then I always received an answer within
a few hours. Now that there is a phone number to call for
help, I wondering if the old support is not timely, which
would leave me in a pickle with my problem. Joyce

Rip West writes:
> BI is now handling their support, so there has been a change.

BetterInvesting has yet to take over mail support. We are quite
behind on mail support.

There is an unanswered request from Joyce in the support queue, but it
is only 3 hours old. Joyce, did you send another email that we missed?

Rob

Rob Nagler wrote:
> Rip West writes:
> > BI is now handling their support, so there has been a change.
>
> BetterInvesting has yet to take over mail support. We are quite
> behind on mail support.
>
> There is an unanswered request from Joyce in the support queue, but it
> is only 3 hours old. Joyce, did you send another email that we missed?
>
> Rob

Yes, I sent one yesterday about the same problem. It would
be about 26 hours or more old.
Joyce

Gene Rooks wrote:
> Nobody's perfect 
> ;-)    Gene

I've done this treasurer's job for over 7 years so I am not
a novice. I left NAIC & Better Investing because of tons of
problems with them and went to Bivio. I NEVER had a problem
with Bivio. They were knowledgeable and timely with support
and even fixed one of my problems that BI & NAIC caused and
couldn't fix. Now Bivio is in cahoots with BI and right away
I have a problem with a wrong amount on my taxes and NOBODY
will answer my emails OR give me help on the phone. De
Javu'. Joyce

Joyce Brummitt writes:
> I have a problem with a wrong amount on my taxes and NOBODY
> will answer my emails OR give me help on the phone. De
> Javu'. Joyce

You should have an answer to your question.

A couple of us scoured the support queue, and we didn't see your
original message sent on 2/3. Perhaps this was a malfunction? If you
can forward the message you sent on Friday with headers, we can debug
why we didn't get it.

bivio is still handling email support. There has been no change in
the procedures. It's just the peak of tax season, and we have many
questions. It takes time to answer them all. Normally, we get to
email questions within 4 hours. Right now, it can be up to a day.

BTW, our system does not send "automated responses", and has never
sent them. A human reads every question, and answers appropriately.
Sometimes the answer is a standard answer, which is written and edited
by our experts. We try to get you the best answers to your support
questions we can.

We are sorry that you are dissatisfied. Please do not blame this on
the NAIC/BI. They have nothing to do with the quality of our email
responses. We are training them, and when we (bivio) feel it is time
for them to take over email support, we'll let you know.

Please also note that the Club Cafe is a public forum, and it takes us
longer to answer questions here than via support. We apologize for
all delays, and will do our best to meet your needs. Your patience
and understanding for reasonable delays during tax is appreciated.

Cheers,
Rob Nagler
CEO
bivio Inc.

I support Rob on this.

But after all the troubles trying to work through NAIC before, I can relate
to Joyce's quick response about de javu! <G> The fact is, Rob and his crew
are awesome. And remember, too, that we are all clamouring to get the tax
module as soon as we can, so they really don't have the opportunity to test
it very long before letting us get our hands on it!

That's easy for me to say. I'm not having problems. Just trust in this
support staff because, unlike NAIC tech support, they are well equipped to
fix any problem. All they need is detailed information and a little bit of
time.

Hang in there! We're rooting for you!

Lynn Ostrem, President
garbagecop@earthlink.net
Crow River Investment Club
www.bivio.com/crowriver