Reply From The Office of the President

This letter from the "Office of the President" feels so warm and genuine.

I suggest this "Please read the hundreds of complaints posted in the communities thus far this year."

The petty grievances are all the same, year after year.  "This form is not available, but other software has it."  "This form has not yet been released, and the expected date keeps being changed."  

What we have here, is a failure to communicate.  The major grievance is, "Why don't you explain the cause of these delays?  Is it IRS, or other tax agencies?  Or is it your overseas programmers who are living in a world of A4 stationery?"

@dascpa  Do you know which "recent" post got attention?

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@dascpa wrote:

We look forward to connecting with you. Best Regards,

Intuit's Office of the President
Intuit | TurboTax, Credit Karma, QuickBooks, Mailchimp

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I find that bottom line interesting.  No mention of professional tax products.  That shows how they feel about the professional tax products.

The biggest grievances are the huge amount of errors and delays.  While some of the delays may be due to the IRS, some are not.  And they refuse to program things according to Law; instead they don't do anything until a final Publication or final Form Instructions come out.  And of course the errors are solely on Intuit.  With ZERO quality testing.

Personally, I HIGHLY suspect they are using AI to help with programming, and it is screwing things up.

But is it really worth your time to respond? They won't do anything about it.

The office of the president?   Did the janitor have some spare time to send you a little note?  Personally, I wouldn't waste my time with talking to them.  Back in the old AllStar days, we had several lovely phone meetings with Intuit staff that were almost as high up in the pecking order as the president's janitor.  Those meetings were the equivalent of today's wishing well for product enhancements - a feel good moment for us, but a complete waste of time because they never, ever listened to what we had to say.  But if you feel inclined to waste your time:

Communications - they absolutely suck.

     1.  "Will be fixed in a future update".  I have seen that post enough times that I want to puke when I see it. How about being honest.  "We are aware of the issue and to be honest, nobody here has been able to figure it out yet. We are so confused that it could take two or three weeks before we have any hope of figuring it out."  ......... or ........... "Yup, we know about it and have it figured out and should have it fixed by Thursday, Monday at the latest"

     2.  Instead of program alerts trying to sell some other useless Intuit products how about we save those alerts for actual important kind of stuff like - "The IRS is shutting down the system for the year on December 15th, but we have Christmas shopping left to do so we are shutting down on at noon on December 13th."

     3.  It's frustrating enough to deal with support that doesn't have a clue but it's even worse when you struggle to understand what they are saying.  Personally I don't care if you hire support staff from Mumbai or the cast of Swamp People.  If the accents are so thick that you don't know if they told you turn on your computer or if they told you to lift up a giraffe, it's kinda difficult to solve a problem.  If the folks with the hard to understand accents are good at understanding the program put them on chat duty rather than phone duty.

You are always looking at saving money, so you could get rid of half of your support staff if you simply had an easy to find listing of known bugs in each program.  Instead of receiving 1,000 phone calls from customers saying "income tax" is spelled wrong, after the first call in which you confirm it is spelled wrong, 999 people could check the bug list so they don't waste your time or their time phoning into support.

Billing.  Quit the nonsense of charging customer's credit cards in November when the software isn't remotely close to functional.  How about getting a relatively functional program reading in November or wait to bill customers until the program at least resembles a functional product.  A lot of tax preparers are light on cash in November and if Intuit is that light on cash, Jim is going to start worrying about his Intuit stock portfolio.

This one probably should be under the communications title, but how about being honest with users on state products.  Don't wait until after their credit card clears the bank to tell customers that by the way, California, New York, Ohio, and Greenland state forms aren't going to be ready until the short window we call tax season is halfway over.  Preparers can't earn a living if they can't hand the client a tax return.  You already cut one of their hamstrings by the November credit card charge, don't cut the other one by not allowing them to bill for their services. 

Along the same line, quit with the nonsense of not allowing preparers to print a form just because it isn't finalized.  Again, if they can't print forms until the middle or end of February, they can't bill which means they can't put food on their table.  If the numbers calculate properly, which is obvious if they can e-file the forms, let those puppies free and let them hit the print button.

5227.   I just threw that one in, because I'm tired.  Tired of typing and tired of Intuit.  If you want to continue to offer professional tax software products, then step up to the plate and start running the place like a professional tax software organization should be run.  If not, sell the professional tax software divisions to someone that would like to take a shot at running it professionally, like it should be run.

Intuit I’ve been trying to get an issue resolved with your Frontline support, I have not had any luck. I also emailed your office of the president. I have not received a response. Will you please give me a call?

Found it enlightening that no one wanted to put his/her name to the "Office of the President".  There could be a number of people in the office.  In addition to executives, maybe cleaning staff, DoorDash, etc.  To whom would you address your communication?

The Intuit president’s office has more to worry about than your comments.

The share price dropped about 15% today after the company announced disappointing earnings and outlook for TurboTax. Investor worries over AI's potential to disrupt Intuit's tax business have weighed heavily on the stock, which is trading for half its price of less than six months ago.

Intuit is cutting about 3,000 employees from its global workforce of 18,200. Its CEO said Intuit plans to "take pricing actions at the higher end" of its portfolio, whatever that means.