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Intuit Turbotax / Inability to communicate with support!

1 United States Review updated:

The other day I needed to talk to TurboTax support for help taking advantage of a online discount through bank of America. At the start of the call they ask for your name and email address. That took 12 minutes. They could not listen to the letters I was saying, and say it back to me. My email address is short, 8 characters. I would say each character, say the "as in xxx" after each one, have them repeat it back to me. It took 12 minutes before I gave up and just said, yes, my name is Trabis Oahe. I travel a lot for work, all over the US and in other countries. I speak three languages. I work daily with six people from different parts of India. Its not that I have some crazy southern accent (I am from the pacific Northwest). Why must they use people on the phones that cannot communicate with the language. Next year I will not buy the product. The next year I may call support first and see if they cleaned up their act. Two years to fix your problem Intiut, or you are off my list forever.

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  • Md
      26th of Feb, 2007
    0 Votes

    I had a problem with my AGI (adjusted gross income) which TurboTax claimed did not match with IRS. I called IRS and my number (AGI) was correct and that I should contact TurboTax. I called the number for TurboTax "contact us". They are right, you really wait around 30 minutes to talk to someone. I also logged into online chat, which took about 15 minutes. So, while I was waiting on the phone, I managed to chat with someone and he/she told me that I need to contact "Getting Up and Running" and gave me an URL which did not work. Well, I figured, if I managed to talk to somebody on the phone, it is OK. If not, then I can ask them to transfer me to "Getting Up and Running". It turns out that I was holding on the phone for "Getting Up and Running" and her communication was poor poor poor. She repeated everything I said. It took her about 10 min to spell my name and email address. I code spelled my name but did not help. After 15 minutes of conversation (above and beyond my name spelling) she told me "your AGI does not match with IRS". I told her that my AGI is correct and matches with IRS but... I asked her location, she said Philippines. She transferred me to some department in New York. I could barely hear her (I had a better connection to Philippines) and whenever I ask her to speak louder she was becoming like my high school teacher. She said, follow internet instructions and "if you did everything, there is nothing else to do but print it and send it". I told her that my AGI is correct and matches with IRS but... She said she will transfer me to customer service. I said nevermind. I will print it and mail it.

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