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Intuit Inc. Message Board

  • ellenndavid ellenndavid Oct 9, 2003 11:32 AM Flag

    TurboTax Apologizes To Customers

    I'm with TurboTax and we wanted to ensure that everyone has a copy of the open apology letter that we publicly posted on and featured in advertisements in today's USA Today and Wall Street Journal. Thank you.

    An Open Letter To TurboTax Customers

    In response to feedback from our customers, I want you to know that we're making an important change to TurboTax software and have removed activation technology.

    The new TurboTax for 2003 coming later this year can be used fully on multiple computers.

    Last year, some TurboTax customers were inconvenienced as a result of being prevented from using the software on multiple computers. While many of you had no problem, some of you did. And that's what concerns me most.

    I want to personally apologize for any frustration you may have experienced due to the restrictions that came with our use of anti-piracy technology. I've talked one-on-one with quite a few customers, so I know this caused some of you considerable hassle and inconvenience.

    You told us that you want the flexibility to install and use TurboTax on multiple computers, and we heard you, loud and clear. We responded back in May by committing to remove the technology from TurboTax for 2003 and now, we've expanded our license agreement so you can use TurboTax fully on multiple computers to do returns for yourself and members of your household. We've also made it possible for you to use your current 2002 version of TurboTax fully on multiple computers.

    But that's not all. We're making the things you value most about TurboTax even better. The new TurboTax will give you even more confidence that your return is accurate and complete. We will help you get the most from your deductions. And the new TurboTax will thoroughly handle any changes going on in your life that affect your taxes.

    Let me assure you that we are working harder than ever to earn your confidence and trust. This is, and always will be, of the utmost importance to us.


    Tom Allanson, General Manager

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    • Banks are disposable. If my bank didn't offer Quicken downloads, I'd leave. Most of the top banks offer it because the clientel fit and they are Quicken users. The sky is not falling my friend...

    • Not at miss the point. Is point is makes no difference.


    • I think their poor early explanation of the software protection was a sign of the company�s arrogance and ignorance as to how many of their customers used it. But for you shareholders out there, and I'm one of them let me warn you of a new threat to this company, by itself. They, Intuit, is now charging banks and brokerages substantial fees to allow their software "Quicken" to download your latest transactions. My bank told Intuit, HELL NO, We won�t pay! So now I can't run my simple one step download of my transactions. So what Intuit would like is for me to leave my bank, which I have a long standing relation with and switch to a new one, which will pay the extortion and give me lower returns on my mm. Guess what my bank says they still intend to support "Money" since it doesn't cost them anything. So this leaves me with a dilemma, switch my bank or my software. I guess I am going to rethink my next financial software purchase.

      This is just plain stupidity, wake up Intuit, as a stockholder I see you�re shooting yourself in the foot again! It makes sense to try and gain alternate cash feed streams but not to the extent that it diminishes the utility of your software.

      Taking this to another view. Why give away quicken on just about every new computer when your new non-paying customers can't download from their financial institutions because you�re charging them more than they will pay. If you need to make more money either include it in the software price or require a yrly license like the virus software folks. But that's not going to be very popular either.

      • 2 Replies to btrebor
      • >They, Intuit, is now charging banks and
        >brokerages substantial fees to allow their
        >software "Quicken" to download your latest

        >So this leaves me with a dilemma, switch my
        >bank or my software.

        Thanks for the info, bt. I was unaware of this.

        My sympathies to the banks. ;) <har, har>

        *Easy* decision for me - if this becomes a problem for me, I'll switch banks! They're more interchangeable to me then software. (By a mile!)

      • Since when does the average American care about companies charging banks for software. Banks are the perfect example of overcharging customers, internal fees and basically ripping people off, They'll even charge you a fee for an interest baring savings account, which will exceed the interest itself, I think you need to re-think your argument.

    • Just another sales letter....yawn....

      Consumers pay attention to what you do, not to your poorly disguised advertisement---oops, press release --- in WSJ and USA Today.

    • As a shareholder, I think it is irresponsible for company not to try and maximize their profits by using product activation. Intuit did not introduce the product well and now they are exacerbating the problem by capitulating to a few whiners about being inconvenienced. Maximize profit. You will not lose consumers as long as you are upfront with what you are doing.


    • It's a little late.

      Sorry, folks. My computer is not a free-fire zone for you to install some misguided piece of junk software just because you don't trust your customer.

      I have used TurboTax (and Macintax before it) for about 15 years before this. As a result of your attitude of "To hell with the customer -- our software is more important than their hard drive", I switched to TaxCut. I'm not coming back to Intuit, no matter how much you beg and plead.

      • 3 Replies to six_tee_nein
      • They don't seem to understand that after spending large amounts of time and getting no worthwhile support from their tech support, and one finally switches to a competitor who provides support, will return upon recipt of a letter saying we are sorry for your inconvenience. Being cavalier at its worst.

      • >>I switched to
        >>TaxCut. I'm not coming back to Intuit, no
        >>matter how much you beg and plead.

        Just curious, but why, then, do you bother following the stock/company and post to the message boards?

        Are you SO p-o'ed that you want to drive off as many other customers as you can? - would seem rather pointless to me, everybody knows the issue, they're either over it or they're not, but i doubt you'll be the swing voice in that decision!

        Are you shorting the stock? - that's cutting off your nose to spite your face, my friend.
        There are better companies to short then Intuit.

        You just come across as a very bitter, angry individual that *must* have deeper issues then "i'm mad 'cause TT doesn't trust poor ol' me". Dude, have some wine, take a walk, smell the flowers, etc... Find some peace in your life, for heaven's sake!

      • C-ya! Look, they made a mistake and now they've come full-circle. I guess some hard-nosed unforgiving people like yourself will stay away, but I think most people who put off buying TurboTax or switched will come back.

        It's funny how many Americans never forgive companies when they make mistakes but they can forgive lying presidents and other outcasts who do much worse.

        The apology was sincere and I am sure hard to swallow but they did the right thing. It's how a company responds to negative feedback that helps me decide how well they are run. Intuit has proven they learned from their mistake and are now concentrating on getting back to what made them a great company to begin with.

    • Finally, a real apology. Perhaps Intuit has seen the light. This is something I will consider when tax time comes around.

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