Consumer Help Web has long given high marks in reviews of various Intuit products, including two of their flagships: Quicken and TurboTax. Members of our staff have even participated in beta testing with the company, and the company agreed those years not to review the products.
Intuit's once legendary customer service had fallen on hard times in recent years. Consumers complained about product activation (although in reality, Intuit had found a huge percentage of tax preparation was done with "borrowed" copies of TurboTax). Customer service and tech support also became difficult, with the company often charging customers for basic issues. But the consumer community was whispering that Intuit was changing its ways.
Those whispers proved true last week when the company announced it would provide more than $10 million in refunds to consumers after a late glitch in its TurboTax program caused taxpayers to miss the deadline. While we would be the first to criticize a company that didn't acknowledge its responsibilities with such an important piece of software, we were delighted to see the company proactively reach out to the Internal Revenue Service and save trouble for its customers. The government agency agreed to extend the tax deadline for those customers by another two days.
"We deeply regret the frustration and anxiety this caused our customers," said Steve Bennett, president and chief executive officer of Intuit. "This is not the experience customers have come to expect from Intuit. It's not acceptable to us, and we will do right by our customers who were impacted by this delay."
Those are usually words written by Marketing in a last ditch effort to save face. In this case, the company did do right and deserves praise.
Labels: Intuit, tax deadline, TurboTax
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