I am not a support rep, but only a Turbo Tax user.
Per this thread, there is no 64-bit Windows version for the 2018 version of TT. I assume the same holds true for the 2019 version since I am running 64-bit Windows 10 Pro and have the 32-bit version of TT installed. The program EXE file is located in the folder you listed on my PC and the program runs fine. Is it possible that the customer installed the program to another drive (e.g., D:) and the shortcut is pointing to the the C: drive? I don't know why the shortcut would have been created with the wrong drive letter reference, if that's what the problem is, but that's the message that Windows would generate if it was unable to locate the EXE file in order to run it. The first step would be to verify where the Turbo Tax.exe file is located on the customer's PC. Apparently, it's not where it's supposed to be.
