I think Turbo Tax / Intuit is using the exact same word "Advantage" to mean two different things -- their choice of words has created the confusion.
(A) If I buy the "Advantage" version of the software, which is what I bought, than I think any group of 12 random people on the street would think that makes me an "Advantage Customer" (plus 1 year ago when I signed up for this software, I believe the ads at least implied "live help included" -- and since their business is tax filing ... enough said).
(B) Now this year the word "Advantage" when used for the software (so you tell me) means I get the 'advantage' of having pre-paid for it -- but you don't get the "Advantage" of live help, unless you pay more -- for the "advantage" package. But wait ... the current package I bought was the "advantage" version (it says it right on the receipt) but you tell me that advantage package doesn't include the "advantage" package. AKPHT!
I would love to do lunch with a TurboTax Executive. During lunch we each ask 12 random people at the Restaurant if it is reasonable to expect that buying the "Advantage" version of the software makes you an "Advantage" customer -- which should give you access to the rights-and-privileges of an advantage customer (ie the advertised tax advice)? I think most people in their guts know what most of the 12 people would say. "The branding says 'advantage' so it is the advantage version! Enough said!"
My humble proposed solution: TurboTax should use different words for different meanings. How hard would it be to call the customers that get Tax Advice "Golden Customers" to distinguish them from those that bought the "auto-paid software"? Or am i missing something? << TurboTax executives reading this, you know how to reach me -- let's do lunch!>> I bet I am not the only person taken back by this discovery.
