I am disappointed to see that TurboTax has not learned from their experience three years ago when they decided to sunset ItsDeductible, and are now repeating this decision, leaving loyal customers who experienced this change previously shaking their heads in disbelief and feeling understandably confused and frustrated. One of the most concerning aspects is the lack of transparent reasoning behind and timing of the decision. As others have pointed out, if the issue is related to costs—such as development, maintenance, or server expenses—it would be helpful for TurboTax to determine the cost per user needed to sustain the service and consider offering it as an optional paid feature, giving the end user the option to select features that best meet their needs. If the decision is based on low usage, providing clear data indicating that a certain percentage of users do not utilize the feature and that maintaining it isn't financially feasible/responsible would be appreciated. When removing a service so close to the end of the year, clearer and more transparent communication regarding the reasoning would go a long way, as this situation is more than just an inconvenience.
The way the decision to sunset the application has been handled raises concerns about whether leadership truly values its users as part of the TurboTax community. If the goal is to foster a sense of "family," as their discontinuation notice communication implied, it’s important to treat customers with respect and consideration, especially during transitions like this, which leave customers scrambling unnecessarily. TurboTax - please consider a more thoughtful approach: if you plan to sunset a product, do so within a timeline that respects your users' needs and provides sufficient notice.
Furthermore, offering a discount to purchase a product that no longer fully meets customer needs is insufficient—if time is money, I’m actually losing money since I now need spend time to find alternative solutions, such as locating another product that accommodates charitable donation tracking or creating a spreadsheet from data provided by organizations like Goodwill. This additional effort, while still paying for a product that falls short, is not the most practical or efficient solution, and is certainly not worth the expense of my time or my money. Common sense suggests that exploring better options that are suitable for all involved would serve both customers and the company more effectively, and I urge TurboTax to reconsider its decision, and have the courage to change course, like you did three years ago. Unfortunately, this time around, if you do not, you definitely risk losing customers, myself included, as we search for options from other providers that better align with our needs.
