Get your taxes done using TurboTax

Well I highly doubt they will change the "model" ... it has been this way since the beginning.   Consumer's need to carefully review everything before they purchase/file.  There will always be an online and downloaded version available and they have always worked differently and had a different pricing structure.  Of course the "for profit" company will always put the more expensive option on the easier to reach shelf just like any other retailer.  It is up to the consumer to decide which product with which features is right for them.  

As for the support ... the program is fundamentally a DIY project with limited support unless you pay the additional fee for an expert to review or complete your return.  Customer support for any company is dependent on the help they can hire and the training they get ... I was one of those "help experts" back in the day for the tax questions and I had to come with the tax knowledge and basically learn the TT program on my own (of course they gave me access to all of the downloaded versions and I set up fake accounts online ... still tap into them to this day) .  Don't know what training the tech support or customer service side gets ... when asking for help it is important to get routed to the correct department so you get someone more able to help.  In my case I knew the taxes and could get folks maneuvered into the correct section of the program but technical issues were beyond my scope and had to be transferred to the correct department. 

All the info you need is on the website ... consumers  just need to read all the screens before choosing a program  ... 

Also don't forget to pass the along the IRS FREE FILE info ... I do all the time ...   https://www.irs.gov/filing/free-file-do-your-federal-taxes-for-free