Create a "triage" step when seeking tech support. Specify subj Fixed assets/deprec; Form 2555

[LWH]

The functionality of the tax software is broad and deep. In the pursuit of technical support, the crap shoot of connecting with someone who has direct, hands-on experience with the subject matter of the call seems to be inversely dependent on the complexity of the issue. Apparently many helpers have no experience in actual tax return preparation, where and how to enter data, etc.  - I'm not referencing an understanding of the Internal Revenue Code - just when and how to enter into the software the data known to be needed by the tax algorithms, particularly in resolving diagnostic problems. The issues re Form 2555 (foreign earned income exclusion), multiple activities across multiple states plus related depreciation complications, likely are not related to 95% of Pro-Connect tax returns.  Ergo, likely most tech support personnel ("experts") have no hands on experience in such esoteric matters. It is exasperating to listen to tech support personnel educate themselves by reading the  Pro-Connect resource material provided to the front-line "experts" (a stretch). Doubtless some folk on the Pro Connect payroll have the knowledge and expertise.  Typically it has taken me multiple call-ins to converse with someone who knows - it taxes my patience to hear Pro-Connect personnel speculate "let's try this...." and those who do not understand the concepts of how the software works.  Today I was told that the fixed asset/depreciation function has a "known bug." It took me 5 phone calls totaling over 2 hours to learn this important tid-bit. Half of "the experts" did not speak intelligible English.  Consider permitting "users" access to the on-line resources that apparently are available to the "experts."