Hi Bob,
Thank you for your responses. I have responded to you in the Intuit community site. I think my problems can be easily reproduced on a standard system by your QA team because I have no non-standard setup on my machine. All it takes is to run California State Tax from a non-administrative account.
I fully understand these companies have no obligation to get involved in user community discussions. For example, I seldom see any Apple staff answering questions in these forums. So it was a pleasant surprise to see some official responses here despite official Intuit is not quite the same as official Apple.
However, in the users' standpoint, it does not matter who answered as long as a solution is provided. So it is just missed opportunity to improve user loyalty and satisfaction if companies don't get involved when some questions are never answered by other users. If I were to run the Customer Support department, I would write a bot script to esculate any unanswered questions from the community site to customer support for triage after 14 days of posting. Or at least enable a button in the community UI to let the posters request help from customer support after 14 days.
IMHO, there are only 4 types of questions that a user community won't answer. 1. rhetorical questions 2. unintelligible questions, 3. FAQs that most advanced users won't even bother repeating. 4. tough questions that only insiders can answer. For 1, no response is expected. For 2, send a response to request clarification and it can be dismissed if there is no response from the original poster. For 3, tech support can easily cut and paste a link to the FAQ. For #4, tech support should try to reproduce the problem and find a workaround. Any issue that does not have a solutions should be given a bug tracking number and esculate to engineering. At least, all other users can confirm the known issues are logged in the system. When will it be resolved is a priority judgment call, but at least users can request a status update from the tracking system.
The user community is only the first tier support. The companies still need to step in with 2nd tier support when the first failed if customer satisfaction is a priority.