For the sake of this topic, I will use just yesterday as an example of a series of repeating patterns with TurboTax support. If TT/Intuit staff are planning to respond, respectfully refrain from statements of apologies or empathy as there is that never helps or adds value. To state this is not the experience we want for our customers - means nothing. This IS the experience, so if that is not what you want then fix it.
All calls have been polite BTW, not a disgruntled of difficult person calling in for support.
- Initiating Support
Trying to get support is challenging. Blind calls take much much longer (ivr nightmare), so one turns to TT chat. Chat is only a bot. You have to spend cycles and cycles inside of chat before eventually stumbling across a ticket number that you provide the IVR when asked to call.
Call in, and the IVR turns a possibly frustrating tax situation into a maddening situation specifically with TurboTax support. When the ticket number was already generated, which requires a fair amount of info to be inputted…AND…requires that you are signed in so all the basic account info is already known… NONE of that information ever makes to a phone agent. You can have to start all over again from scratch. The moment the call is placed, regardless if you get a human or not (ie. Waiting on hold until the call disconnects,) the ticket number expires and can no longer be used… this puts you back at the blind call IVR nightmare.
- Speaking with Support
Phone system says queue is too full, we will call you back when its your turn. So you wait and eventually the call does come through (YEA). Finally get a human (YEA) ~ and then you have to start everything over once again from scratch (boo.)
Yesterday one agent, after about 5 minute conversation, decides to escalate to a CPA.Queue too full, must wait for a call back. 45 minutes in and I am now speaking with a CPA.We speak for about 15 minutes, ensuring the problem is a problem, confirming it exists and then the call disconnects. NO CALL BACK. Do not want to hear it is an inbound system, if the call ‘innocently/ disconnects the agent, or the system, needs to place the call back asap.
Now I have to start over yet again from scratch. Eventually get to an agent who really shouldn’t have been on the phone. In trying to field the question, the agent was asking the very questions which I used to initiate the call. The agent insisted we follow every small step from the manual from ensuring the application was updated to searching online together. The agent clearly didn’t have a clue of what to do, frantically type-chatting with another for support. I was waiting for the agent to decide to escalate, but instead the agent disconnected the call. NO CALL BACK.
Overall terrible experiences. Not isolated, not one-offs... consistent patterns.
1) Difficult to initiate support.
2) Insistence on collecting a lot of data which is never going to the agent.
3) Ticket number closes out too fast.
4) NO ACCOUNTABILITY of agents. Talking to an agent in their home office, and if the want they hangup.
