Tried to call support for help. Here's what I learned:
- They don't have access to the development team. Can't open tickets for them or escalate. While very friendly, my support rep wasn't very technical at all and just assumed I was making a mistake. The troubleshooting was basically "Are you sure you clicked everything correctly?"
- They are forced to close all tickets by the end of the day.
- They wanted to remote into my home PC and access my return data to see the error message I was getting, even though I read it word-for-word over the phone and told them about this post. I declined. Really unsafe and irresponsible for Turbotax to suggest that without an NDA or some other protection.
Pretty shocking this is how enterprise support is being run.
My next step is to purchase a competitive tax program, import my Turbotax return, and see if that also flags the return for the alleged claim of EIC. If I'm able to file through the competitive program, I'll solicit a refund from Intuit.
Been a customer for more than a decade. So disappointed in their support organization, specifically:
- Tickets should never be forced to close within the same day. What universe does Intuit live in that their customers experience problems that all magically are resolved within 24 hours? The whole concept of 'time to resolution' for Intuit's metrics should be discarded then.
- There should be an escalation path to development, even if that's not visible to the end user. Intuit updates Turbotax dozens of times during tax season. Many updates aren't just new forms, but rather fixes in the way the application works. Why is it a stretch to assume that I'm NOT doing anything wrong?
- In an age where identity theft is rampant, to suggest that any of us share our financial returns with individual support representatives is irresponsible. This is by no means the same as an encrypted transmission of the return, through Turbotax, to our government or states. I have no NDAs or other vehicles by which to protect my return data should the Turbotax team handle my return in an inappropriate fashion.
More updates to follow.
