Multiple calls to the Turbotax team from the initial Advisor then to a Supervisor and finally calling again through the first two levels the to a CPA Tax specialist who would not help answer this question or issue (why TurboTax is not performing the multiplication per MI State instructions). Over 3 hrs wasted on phone. I was eventually told that a CPA tax specialist can only provide support for Turbotax Live, a policy change that apparently happened this year and so as mine is CD version there is no such support is available.
Since I had decided therefore, not to file with turbotax (used an accountant instead) it was suggested on 4/18 that I file a request for a refund under the satisfaction guarantee program and under case number (one four nine eight six five one three four six). I submitted the claim and have not received any update yet.
Honestly, this has been a really bad customer experience that could have been so very different. Sad that the basic product for the most part is really good, but when there is a problem, support is initially superficial and eventually completely unsatisfactory. I had a similar experience last year where my question was not answered or even investigated properly. they are more concerned with closing cases under the pretext of an answer often that bears no relevance to the issue.
As a loyal user of Turbotax for 13 years, I'll have to carefully consider whether to switch to H&R block next year.
