@Nick_M Hi Nick. I just thought I'd give a little feedback in case it helps in any way. The errors have returned. The errors aren't stopping us from doing anything; we can still get past all of them. But they are back.
You had so kindly suggested, "I also would highly recommend reaching out to our Data Services Chat Support team during the hours of 7AM PT - 5PM PT. As they are experts in the product and can answer any additional questions you may have for them."
Well, I did as you suggested this morning. I got a rep named Ethan Kern.
He said, " Data services chat is only for status inquiries and file upload and download assistance with the file exchange we are like a triage team for cases that get escalated to data services."
I could send the entire transcript as I have it saved.. but I can tell you that I tried very hard to simply ask general questions about the process (and whether or not we could ASK that the file be separated after it is fixed) and he stopped me at every point saying he couldn't answer any questions beyond whether the file was received or not. He was a brick wall. Note, I do have an open case, but I haven't yet gone the step of having them upload the file because frontline was very clear that they weren't even sure that I'd get a contact from Data Services. I'd send the file and then hopefully get it back fixed, but they couldn't guarantee at any point anyone would contact us and didn't know if they would also do a file separation if that was requested in the notes. Since I wanted to ask about the potential of splitting the file, I didn't want to upload until I could understand how I was going to communicate with Data Services.
Our plan at this point is that we limp thru the year end and complete 1099s and then I'll contact frontline support again and upload the file. THEN I will try to get ahold of CHAT again to see if they will then actually be able to talk to me; ask about the potential of splitting the file in addition to fixing the file.
It seems this process should be easier! Maybe you could flow the feedback up the line. And FYI that what you and I both hoped (that Chat could answer basic/general questions), is not the case according to Ethan Kern.
