Last year I encountered two S/W issues that prevented me filing my return, and I became obvious that TurboTax's customer support was designed to isolate the S/W developers from the users. I actually had a supervisor at TurboTax tell a customer support representative that she wasn't authorized to say the problem I was experiencing was a S/W problem (problem was a corrupted date on one form plus the prior year's form being used on my state return). It took a late night email to the TurboTax CEO to finally break through the great wall of customer service and get the problem resolved. In the end I received a call where I was informed that there were indeed two S/W problems, that were exactly as I described them. In reading the responses from the TurboTax defenders below, it looks like nothing has changed, and there is still no way to communicate S/W problems from what are effectively beta testers back to the development team.
