Software support only if you preregister your credit card?

[edfair]

I was installing TurboTax and ran into a problem with the installer needing a file that doesn't exist on the CD.
The only support requires registering on the net with credit card info given to get a phone number and access code to talk to customer support.
Ethical on the part of Intuit?


Ed Fair
Give the wrong symptoms, get the wrong solutions.

 

[BJCooperIT]

I would say "No!". Does that mean that they offer no support unless you pay?

[sup]Beware of false knowledge; it is more dangerous than ignorance.[/sup][sup] ~George Bernard Shaw[/sup]
Consultant/Custom Forms & PL/SQL - Oracle 8.1.7 - Windows 2000

 

[chiph]

I dropped TurboTax after their software registration fiasco a few years ago - I switched to TaxCut and it's done a good job so far.

In this case, If you've already registered the software, they already have your serial number, name & address. So requiring a credit card before giving out a support phone number is a stupid move. Even if they have problems with their support-desk people stealing customer's credit card numbers, they can have a smaller group of people who *can* be trusted with customer info, who can pass the call along to the techies after payment has been verified.

Of course, if they have problems with their techies not being trustworthy, I don't think I'd send in any tech-support requests anyway -- it would likely have my tax return in the info, and I think that's more sensitive than a credit card number that I can get changed.

Chip H.


If you want to get the best response to a question, please check out FAQ222-2244 first

 

[edfair]

No support until you have given them your credit card number. Then you get to call them.
They had a serious problem with copy protection last year. This year may have a different problem.
Supposedly I have a 60 day return policy(per the back of the box) and a 14 day policy per the front of the box.

In the meantime, and while I'm looking for the receipt to return it I've downloaded TaxAct free edition.

 

[BJCooperIT]

I agree with chiph, TaxCut is a good alternative, however there lurks another problem. I bought TaxCut last year but needed to file a Capital Loss. It was not mentioned anywhere on the box that certain types of incomes and deductions are not supported (by TurboTax as well, I suspect).

How ethical is it when the packaging does not clearly state that certain forms are not supported or that a credit card is required for support? I wound up spending several hundred dollars at the local tax prep place. As to the original question, how would I get any support when I do not use credit cards?

[sup]Beware of false knowledge; it is more dangerous than ignorance.[/sup][sup] ~George Bernard Shaw[/sup]
Consultant/Custom Forms & PL/SQL - Oracle 8.1.7 - Windows 2000

 

[sleipnir214]

As I see it, the only way a company could be within the bounds of ethical behavior while charging for all tech support is by stating so explicitly in some way a potential customer can find this out before purchase. This falls under the heading of "consent".

There is a supposition of some amount of basic support, particularly when we're talking about a product that sounds to me is flawed in manufacturing.

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[sleipnir214]

As to the question of not informing a potential customer that certain taxable actions are not supported...

I'm on the fence on this one. All common operations should be supported -- I just don't know how common it is to take a capitol loss. Also, the entire reason why TurboTax or TaxCut is necessary is the byzantine nature of U.S. federal tax law. It's impossible for a degreed, certified public accountant specializing in tax practice to know all the rules, so I don't think it a reasonable assumption to expect a <$100 piece of software to cover all contingencies. Hell, even the Infernal Revenue Service itself doesn't understand all of the law.

I guess it all falls on the type of tax TaxCut is designed for (personal, business) and whether the missing support for capital loss is a reasonable expectation.

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[ecobb]

Is this the problem you're having, edfair?

A required .dll OLEACC.dll was not found

http://support.turbotax.com/kb/ViewDocument.asp?documentId=1015&categoryId=80068

Also, I found where TurboTax has an online knowledgebase,

http://support.turbotax.com/servicesupport/kb/

And 24/7 live support chat,

https://support.turbotax.com/chat/default.asp

According to their &quot;Contact Us Via Telephone&quot; section of the web site, &quot;For help using your product -5:00 am to 9:00 pm Pacific. For help with an order 10:00 am to 2:00 pm Pacific. $19.95 per call for help using your product. All other calls are free.&quot;

Just make sure they know that you're calling because their product won't install, you don't need &quot;help&quot; using it!


Hope This Helps!

Ecobb

&quot;Alright Brain, you don't like me, and I don't like you. But lets just do this, and I can get back to killing you with beer.&quot; - Homer Simpson

 

[edfair]

1) No , missing one of the data.cab files
2) Knowledgebase got no hits
3) 24 hr support requires you go thru the signup with credit card. The gotcha is they have your card before you get to tell anybody. And if anything screws up, you're hung.
4) It won't install cause it goes back for credit.

Might add that I was already a little peeved from last year so this was the nudge I needed to move away.

 

[kiddpete]

The only reason I bought it this year was that I already had the 'It's Deductible' program which ties into it. Next year will be a different story. After reading this, next year will be a different choice. These guys just don't get it!

 

[SemperFiDownUnda]

As far as being worried about getting misc charges on your credit card that you didn't authorise you have 2 routes for this.

1) One of the things you pay for your credit card (we all pay for credit cards one way or another. This may be a monthy fee, interest on the card or even the fact that the merchants get charges ~2%) is that you can dispute charges. Dispute a charge with the CC company. Explain why it is not a valid charge. They'll reverse the charge, go after the money themselves.

2) Even if a company has your CC# they can't use it without proper authorisation. Over the phone this means they normally record the conversation. If they have no proof you've authorised payment they can not charge payment.

For those that say &quot;I don't have a credit card, what about me&quot; I say get one. For what ever reason you don't have one you can change. Basically get a secured CC with a limit of how much you have in the account. You all of a sudden don't have limitations on what you can do. Just don't use it for anything or make sure you have the funds there before using it for something.

If the product is faulty like the install is bad then bring it back to where you purchased it. It is a faulty product just like if you bought a blender with a burnt out or missing motor. If it is missing a .CAB file you'll be sure you aren't the only one with that problem. Its not like your CD could have been stamped different then the other CDs.

 

[KornGeek]

I purchased TurboTax this year for the first time. I did it because I wanted to file online to get my return faster, and the small cost of the software seemed worth it to me. So far, I have encountered no problems with the software and actually liked it. Then again, I didn't have to deal with their support, and my taxes are pretty easy. I don't have anything complex at all.

With the people offering negative opinions, I just felt I should offer a different point of view in the interest of fairness.

 

[alicep]

I have a different problem with Turbo Tax - it requires administrator rights just to run the program.
Our accountant needs the business version to print 1099's and also does the owner's personal tax forms. So, we buy the program every year.

This year, the program is requiring him to be in the Windows XP administrator's group just to run the program. I (the administrator) can usually do the software install and then the accountant can run the program with ordinary user priveleges. Not this year. The program won't open if he is not in administrator security group.

I can't find any information in the online knowledge base. So, I spent 30 minutes in an online chat trying to explain XP security to the tech support. I was told there is no workaround. I haven't tried to call the phone support, but if it requires a credit card, I won't use that option.

 

[Georgi1chuikov]

I had a co-worker that filed his returns under TurboTax 4 or 5 years ago and some of the filing for his business was so messed up he ended up paying a couple of thousand dollars to the IRS in fines on top of interest and back taxes owed. He insists it was a TT error and not a user error. That is scary.

 

[KornGeek]

The one gripe I have with TurboTax is that nowhere on the box (that I saw) do they tell you that it's an additional charge to file your taxes electronically. When I went to do that last night and had to enter my credit card information, the words I was mumbling were not very flattering.

At least they offer a rebate. But still, they should make the requirements clear(er).

 

[edfair]

I'll add a short update. Office Depot suggested I try it with a new CD first and then they would help me find the return procedures. New CD loaded. I'll try it to see if it meets my needs.

 

[sleipnir214]

<facetious>
Well, that's the first hurdle.
</facetious>

Good luck.

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[edfair]

Yeah, now to save up for a print cartridge to print the 40 pages after I get the data entered. Thanks.

Ed Fair
Give the wrong symptoms, get the wrong solutions.

 

[Stevehewitt]

I don't know how it works in the US, but in the UK call centers, if you call up a Voice Answering System and don't press any buttons then you get put through to a operator - got around these sort of problem many times by using this method.

Good Luck,

Steve.

 

[Toni269]

I was having a technical problem with Intuit's web version of Turbo Tax, a page I needed would not come up after days of trying, I REFUSED to use the Pay phone number to pay for THEIR technical issue and the Text Chat had 14-20 minute delay time where they just sent me answers from a script which were no help at all. Finally got through to an operator by selecting no options as Steve suggested and the person I talked to didn't know the product and coulden't understand my question and I was transferred to a Sales person who also didn't know the product. My question was: Where is the page to &quot;Itemize my Deductions&quot;, it was listed but when clicking would not work (for days!). Seems simple enough, needless to say I was so frustrated that I just didn't itemize my deductions filed anyway just to get it over with and I won't be using any more of Intuit's products after this nightmare.