Just FYI, I tried to get a solution since February 17th. I spent an hour on the phone with a very nice but entirely clueless CS rep who had no idea the problem was even being looked at. Then I researched and found this exact same problem existed last year.
Now, see, I'm a CMO by day. That's my job. Marketing means a lot to me. But in a HOUSING BOOM, how could TurboTax let a bug exist for over a year that had to do with mortgages? It's actually one of the weirdest things, and it tells me everything I need to know about how much TT cares about its customers and user perception.
They didn't have to do anything special, either. All they had to do was simply give us a real ETA and spend last year fixing this bug so it didn't hit this year. They didn't. They decided somewhere in the profit and loss pipeline that we didn't matter, and their quick fix solution of combining them was "good enough."
It's not, though. When I filed with a competitor last night, I owed $2k more in taxes than TT said. So I actually went through doing it at ANOTHER competitor to check, then went and did it manually. Sure enough, TT did not calculate my $750k limit properly due to the double mortgage bug even when I followed their advice. They are asking users to fix things manually because their system literally cannot do it, and it leads to all kinds of problems. What if you get audited, will their audit protection cover you? Will they stand behind you if your filing is incorrect due to their software?
Well, good luck getting them to even reply. I'm done with TT, and I'm washing my hands of this. But seriously, good marketing starts with customer service. When you lose to your competitors in five or ten years (it takes time, I'm not naive enough to think today's loss of maybe a few thousand customers is going to even remotely impact you), it's because of likely dozens of little things like this.
