@bbodb1
I agree with all your points, except it turns out TT does actually have a customer support mechanism that works well: they call it the Office of the President (although I suspect it's really just a premium customer support group). I discovered it by emailing Intuit's CEO directly, but you can actually reach out to them directly via OfficeofthePresidentVoiceoftheCustomer_ at intuit.com. They provided a very good customer service experience (competent, knowledgeable, responsive, etc.), even if I wasn't ultimately satisfied with their decision to stick with transaction-level rounding.
Why doesn't TT provide that type of customer service to everyone who calls for support or posts a Q on the message board? Time and time again over the years, every other time I've contacted TT for help, I have been *deeply* unsatisfied with the experience. My recent experience with the Office of the President proves that Intuit does understand what good customer service is and that they are capable of delivering it, so it really begs the question: why not just provide that type of support to all your customers, rather than waiting until they are so deeply frustrated and angry enough to email the CEO?
