I don't remember offhand what the different tier's are called, but the fact that I was stuck in a higher (read: more expensive) tier and couldn't get back to a lower (and less expensive) tier without having to call (and wait if hold) is ridiculous.
I've been using this product for the past 14 years with out a hitch. This year was the first year I had an issue with one of kid's returns. IRS would not accept electronic due to a matching error. I double checked and rechecked and the kid's info was correct. Due to the error I sent in return and it was received late. ugh I'll think twice before waiting so long.