Best Buy sold me a 2022 version of Turbo Tax for this year

[Kimura]

Best Buy sold me a 2022 version of Turbo Tax for this year and told me that I can use it for my 2023 return.  However they are not able to provide me with a license code.

How do I proceed?

[DoninGA]

The 2022 TurboTax desktop software cannot be used for a 2023 tax return.  You must use the 2023 TurboTax software for the 2023 tax return.

Return your purchase to Best Buy for a refund.

[Kimura]

That's what I thought.  However Best But refuses to refund me for the 2022 Turbo Tax.  They say it's against their policy.  Is there any pressure you can bring to bear?

[DoninGA]

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@Kimura wrote:

That's what I thought.  However Best But refuses to refund me for the 2022 Turbo Tax.  They say it's against their policy.  Is there any pressure you can bring to bear?

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Nothing we can do about this.

You need to speak with the store manager if you purchased this through their retail store.  If you purchased online you will have to go through the CS reps and see if you can escalate.

[Kimura]

That's disturbing news. After using Turbo Tax for 23 years, I expected better support.

[DoninGA]

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@Kimura wrote:

That's disturbing news. After using Turbo Tax for 23 years, I expected better support.

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This is a user forum, not TurboTax support.

You can try contacting TurboTax support but I do not think the response will be different.  Most companies do not like to castigate other companies as a matter of course, but it is possible you may get a different response.

See this TurboTax support FAQ for contacting support - https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/turbotax-phone-number...

Support can also be reached by messaging them on these pages https://www.facebook.com/turbotax/ and https://twitter.com/TeamTurboTax

[Kimura]

Please understand it is not my intention to castigate any company.  Just to get a refund or any other solution.  You solution was to get a refund.  Best Buy refuses and claimed I could use the 2022 software for 2023 returns.  That begs the question as to why they are allowed to sell unusable software.

As to the support pages, that's where I was before here.  There was no way to pose my question there.  Apparently, they were not anticipating that one of Turbo Tax's biggest retailers would sell out dated versions for this tax season.

I realize that the solution for this is not under your direct control.  However, that doesn't absolve Turbo Tax or Best Buy from the responsibility to make this right.

[xmasbaby0]

The 2022 software you purchased is not "un-useable"----there are plenty of people who have not yet prepared or filed 2022 returns and who need that software to prepare a 2022 return to mail in to the IRS.  Your problem is that someone misunderstood and told you that you could use 2022 software to prepare a 2023 return.  That was incorrect.   Each tax year has its own software, written to comply with the tax laws for the specific year and to have the forms for the specific tax year.   One year's software cannot be updated to use for a different year.  This is a problem you need to sort out with the retailer who misinformed you.    You can try talking to TT customer support----but your misunderstanding with Best Buy is not TT's fault.

[Kimura]

I agree except for two exceptions; first while in theory the software should work for a 2022 return, in reality it's been almost two days and Best Buy is unable to provide an activation code and so it is unusable.

Second, the store manager assured me that it would work for filing a 2023 return, something Turbo Tax support says is not true.  And, yes, it is Best Buy's problem not Turbo Tax's but Best buy refuses to refund the price or exchange for the correct product.

Turbo Tax has stepped up and is processing a refund.

[xmasbaby0]

Again----we are volunteers in the user forum.  We are not customer support reps.   You need to have a conversation with customer support.   We cannot help with this, other than to let you know that you should not have high expectations of getting a refund from TurboTax for a retailer's mistake.

No one in the user forum can resolve a billing issue.  If you have a question about your TurboTax fees or billing, make sure you use the word “billing” in your request for help.  Do not use the word “refund.”

https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

[Kimura]

Sad that a refund or billing cannot be expected from Best Buy or Turbo Tax for this error on the retailer's part.  Where does that leave the customer who has relied on the product to prepare tax returns every year since 1999?

I realize that this is not customer support and do not expect the kind volunteers here to resolve this issue for me.  However, I do wish to document my experience in this public forum so others can benefit from this dilemma.

Perhaps the right people in the right places of both Turbo Tax and Best Buy are monitoring this forum and will take the appropriate actions to prevent this from happening to other customers.

[Kimura]

Update:

The Turbo Tax refund failed because I'm unable to provide a product code.  But that's okay because Best Buy has refunded my purchase price.

Strange that the same local Best Buy manager who told me the 2022 version would work for a 2023 return and then said his point of sale computer system could not process a return was able to use that same system to get me my refund a day later.

I can only guess that someone in Best Buy and or Turbo Tax management was monitoring this situation and took action.

What ever the reason, I thank you all for doing the right thing.

This morning I was able to download the 2023 version from Turbo Tax and completed my 2023 return successfully.

Thanks again!