I recently had the opportunity to interview Joanne Birtch, Vice president Marketing and New Business Development, Dr Tax Software Inc. to discuss UFile as we get into the tax season.
Tom: Joanne, thanks for joining us on Canadian Finance Blog. Can you tell us what sets UFile apart from other tax software options available to Canadians?
Joanne: UFile is unique from other tax software in that it uses the same tax calculation engine as our professional product. Professionals look for reliability and advanced optimization features that help them reduce the tax payable by their clients. UFile delivers these feature to consumers with an easy to use, customized interview method. UFile is also fully Canadian-owned and is developed, produced and supported entirely in Canada.
Tom: How about the different versions, what options are best for what type of person?
Joanne: UFile is offered ONLINE and for installation on the user’s computer. Both products can do all kinds of tax returns. UFile does not charge more for more complex tax returns. Whether you use UFile ONLINE or install it on your computer is dependant on the number of returns you prepare. The UFile for Windows Standard Edition (installed) can do up to 8 tax returns and the Plus edition can do up to 16 returns.
Tom: One of the things that impressed me most about UFile is that there are a couple situations where UFile is actually free to use. Can you explain those in more detail?
Joanne: UFile can be used for free if your family income is $20,000 or less OR if you are a post-secondary student regardless of your income. While other online software charges for EVERY family member, UFile does not charge for dependants. UFile’s pricing is simple: $15.95 for the first person in the family and $9.00 more for the spouse. UFile also has a special day in February were those over the age of 59 may use UFile for free by accepting our offer that day (they may file whenever they are ready).
Tom: Thanks Joanne for taking the time to let our readers know about Ufile.
UFile: Interview with Joanne Birtch,
I didn’t know UFile was owned and operated by Canadians. I’ve used their product and that of their competitor but the Canadian feature may have me going back to UFile next year (already filed and got our return for this spring’s submissions)
I have been trying to communicate with Ufile helpdesk for over 3 weeks now and had nothing but frustration. My questions have only been answered with inadequate, stock responses, which have often taken 5-7 days to receive. Most of my questions and concerns have been ignored. I have read literature which states that “no complaints about u-file have been received”. That is likely because there is no actual person or place you can complain to.
Feb. 27, 2012
I have successfully used Ufile online software for several years without any problem. However, the same cannot be said this year.
I have had a pending 2011 file since Jan.17, 2012. On Feb. 24 when I accessed their website to enter the Free Friday online code, although I could access their website, this message was displayed ” This website is temporarily unavailable”.
An email to UFile.ca helpdesk generated the following response
” Hello,
Thank you for contacting UFile support.
Our website is currently under maintenance for an undetermined amount of time. This situation will not affect your free online return if you are eligible with our “Free File Friday” promotion for people over 60 years old. Please try to log on your account later.
If you were doing your taxes during the maintenance, your information will be saved excluding the page you were on when it happened.
We are sorry for the inconvenience this may have caused.”
The site did restore later that evening & I was able to enter the code.
Today I entered final T4 information, however another software glitch has surfaced as the Results Page now states “No return has been generated for this family member”.
As well the free code entered Friday apparently was not accepted/saved.
A lack of information re system status and customer assistance is a major concern. At the moment I have no idea where our data has been stored, if it has been stored and needless to say, I now have little faith in Ufiles ability to process the file satisfactorily.
As the only method of support is a contact form and no timeline for response, posssibly you could forward my concerns to Joanne.
I have been trying to get help for over a week, to no avail.UFILE keeps overriding my new CRA password and making it impossible to “E” file.They offer no phone number for communicationg with their tech support which means you have no control over their response time.UFILE should post a tel # where one could call to post a complaint and chase corrective action.I have contacted Joanne Birtch so I am hoping she will spur the Ufile desk into action