Bug report - Does TurboTax /Intuit care at all?

[LargoFL33770]

Why does TurboTax make it so difficult to report an apparent bug?

I reported as quoted below and didn't receive any response from TT.  I don't want to discuss my case in public. I am a customer who demands a minimum of service/respect.

The technical problem:

On 01/26/2023, 10:41 PM ET, I informed TT as follows:

Checking the TT business summary, there seems to be a bug in TT. Last year's income of $2030 and Expenses of $9070 led correctly to a Net Profit of - $7040 (minus/loss 7,040). This year, an income of $1738 and expenses of $7850 leads to a Net Profit of $0.00 in the TT software, while it should result in -$6112 (minus/loss 6,112). Simple math. Hence, there must be a bug in TT.

This experience corresponds with reports from friends.

[AliciaP1]

It would be helpful to have a TurboTax ".tax2022" file that is experiencing this issue.

You can send us a “diagnostic” file that has your “numbers” but not your personal information.  If you would like to do this, here are the instructions: 

At the top menu in the black line at the top of the page go to Online. 

1. From the menu, select Send Tax File to Agent. 
2. You will see a message explaining what the diagnostic copy is.  Click Send and then you will get a Token number. 
3. Reply to this thread with your Token number. This will allow us to open a copy of your return without seeing any personal information.  

We will then be able to see exactly what you are seeing and we can determine what exactly is going on in your return and provide you with a resolution.

@LargoFL33770

[LargoFL33770]

Unfortunately, what you are describing doesn't exist.

Please provide an URL.

My version (TT Online) only shows a thin grey line on the top and no link called ONLINE.

thx

[AliciaP1]

I'm sorry, I thought you were using our TurboTax Business software no TurboTax Online.

Go to the black panel on the left side of your program and select Tax Tools. 

1. Then select Tools below Tax Tools. 
2. A window will pop up which says Tools Center.  
3. On this screen, select Share my file with Agent. 
4. You will see a message explaining what the diagnostic copy is.  Click okay through this screen and then you will get a Token number. 
5. Reply to this thread with your Token number. This will allow us to open a copy of your return without seeing any personal information.  

We will then be able to see exactly what you are seeing and we can determine what exactly is going on in your return and provide you with a resolution.

@LargoFL33770

[LargoFL33770]

Thank you very much, Alicia.

The token number is: 1064112

[AliciaP1]

You need to progress all the way through the interview questions about your self-employment work to get the correct net income to show up.  All of your self-employment income and expenses are showing "needs review" which usually means you switched topics before you got to the "done" button.

To do this in TurboTax Online please follow these steps:

1. Open or continue your return in TurboTax
2. Search for self employment income (use this exact phrase, don't add a hyphen) and select the Jump to link at the top of the search results
3. On the Your 2022 self-employed work summary screen, select Review next to the work you're completing
4. On the Here's your XXX info screen, click Review for each line item that shows Needs Review
5. When you've gone through each income and expense item and return to the Here's your XXX info screen, click Details on the Qualified Business Income line
6. Answer all the questions for the QBI income to carryforward your losses
7. When you again return to the Here's your XXX info screen, click I'm Done
8. Proceed entering/reviewing your return.

@LargoFL33770

[LargoFL33770]

Thank you, Alicia.

Unfortunately, you are wrong.

Although I already knew, I still went through all the topics once more. I exactly followed your instruction.

But, it nowhere shows "Review".

Nevertheless, I went through all of it once more (and wasted my time again).

At the end it still shows an income of $1,738 and Expenses of $7,850, which is correct.

But, the displayed result is incorrect. I still shows a Net Profit of $0.00, which is wrong since it should show minus (-) 6,112, hence a loss of 6,112.

1,738 minus 7,850 = - 6112 and not 0,00.

Again, I hear the same from others.

And again, my TT shows DONE and doesn't ask for REVIEW anywhere.

I am not totally lost, since I do this for many years...

[LargoFL33770]

Now, 4 days later, I am still waiting for a qualified response.

And, again I heard from others complaining about the same issue. One of them already fed up and moved on to another software.

TurboTax team, please provide a solution shortly or just admit you can't.

I simply don't have the time to wait any longer and especially not to log in and check repeatedly.

Thank you.

[RobertB4444]

The problem is that no one can repeat your error.  It isn't happening for us on our software.

There are two things you can try.  The first is to clear your cache and cookies.  These can interfere with the TurboTax software for some reason.

Here's how to clear your cache and cookies.

If that doesn't help then you can download the desktop software which allows a great deal more freedom for adjusting numbers.

Here's how to convert your online return to the desktop program.

@LargoFL33770 

[LargoFL33770]

Thank you, Robert

1. Not a reason to not answer for days.

2. Cash and Cookies... Of course I did this.

3. Desktop Version of TT is way more expensive.

4. I found the problem by myself: TT simply doesn't run cleanly on Safari. Non of the "pros" bothered to ask.

I finally ran TT on Google Chrome and the problem was gone.

5. Several aspects of TT are annoying, which I address them right here:

5.1. The log-in doesn't work cleanly on Safari (And yes, it is the newest Version. Maybe that's the problem. M1...)

5.2. TT repeatedly tries to get the customer's phone number. It should suffice, if the customer refuses once.

5.3. TT repeatedly tries to sell other stuff (partially even rather unrelated, like a Will generator), which appears rather disrespectful/smeary/unprofessional, especially considering that people pay for TT.

This year over all a rather unpleasant experience.