Turbo Tax makes pretty good tax software. There have several different versions that may fit your needs. Unfortunately their IT department isn’t so good. I, like many other tax filers started working on the 2006 income tax return a few months before it was due but didn’t get around to actually filing the return until April 17th, the day taxes were due for the 2006 tax year. Being a tax company, Turbo tax should have anticipated a flood of tax filing on tax day. Intuit is a tax company, ya know?
Around 9 or 10pm on April 17th, I tried to fiile my taxes with theri e-file system. Not so fast, it came back with some kind of computer error. Hmmmm, well maybe the servers were flooded, it could happen to anybody but surely they will get this fixed before midnight. To make a long story short, by 4am they still did not have their act together. It did appear that the tax return had gone though once or twice but when I logged back in to make sure it did go through it said it didn’t.
The next day, Public Relations genius Harry Pforzheimer was quoted as saying â€œDonâ€™t wait until the last minute is the moral of the story,â€ he said. Hey, why not just go back to paper and pencil if your tax software company can’t handle a tax day filing rush?
By 4am, Intuit was showing charges on my credit card & by the time the return acrually went through, there were 3 charges for filing one tax return. After feeling like I got hit by a truck the whole next day at work due to the lack of sleep, I called the Intuit customer service department to see what we could do about getting the errant charges refunded.
I had never called India before (but I’d heard horror stories from people who thought they were calling Dell tech support and somehow got routed to India) but somehow managed to talk to a very cordial young woman who could barely speak English. She acknowledged I was charged 3 times but couldn’t do anything about it. I guess it takes 3 days for the charges to be editable in the Intuit computer system. She was able to give me some combination of letters and numbers that I would have to call back later and read off to someone. Oh, and that audit defense product they offer that I always buy? There is another computer system that handles that and another phone number you have to call to take care of that.
I bought one of their Quicken software packages before, discovered it was the wrong one and got no help from the custmer service department at all on that one when trying to upgrade.
A few days aftr this mess, Intuit sent out an email stating that ALL changes for Turbo tax would be refunded. So far 2 out of 3 charges were refunded. It looks like they’ll cling to the last one.
As far as I can tell, the tax return made it in on time. As far as they are concerned, Intuit delivered on what they said they would. Regardless of their guarantees or lack thereof for functionality of the software, there is no way tax filers should have to pay after going thorugh all that. Had Turbo Tax refunded the fees charged, I’d still be a Turbo tax customer.
It is inexcusable for a tax company not to be prepared for a surge of tax returns on tax day, for them to make comments about waiting till the last minute to file taxes, having support representatives that can barely speak English who cannot access or fix orders and causing such a big mess for everyone.
Got any suggestions for relaible tax prep companies next year?