Intuit responds to TurboTax customer revolt

Responding to market pressure and consumer outrage, Intuit has reversed its original position and announced that customers using its best-selling TurboTax software can prepare and print multiple returns at no additional cost. Also, free e-filing is included with five Federal returns.

"We're responding to changing market conditions and customer feedback," said Dan Maurer, general manager of Intuit's consumer division. "We believe this better positions TurboTax in the marketplace with an even stronger value proposition for consumers. It's one more way we help make it easier for TurboTax customers to keep more money in their pockets."

Last week, AccountingWEB reported that 171 online product reviewers on Amazon.com had panned TurboTax with one-star ratings (as of this writing, the number is at 276). The reason? For the first time, Intuit had started charging users an additional $9.95 for each additional return whether they print or e-file. Also, reviewers complained that the 2008 version of the software costs more than last year's model, from $44.95 to $59.95.

After the Intuit changes were put in place, one Amazon reviewer gave TurboTax a five-star rating and declared, "We won, you can print unlimited returns for free."

Under the headline, "Intuit Finds Customer Complaints Too Taxing to Endure," the Washington Post reported the company would refund any preparation fees customers had already paid and an upcoming update to TurboTax software would "remove any mention of the $9.95 additional-return fee."

TurboTax guarantees taxpayers will get their biggest possible refund. TurboTax customers also benefit from many features, such as built-in guidance for more than 350 possible deductions. Intuit's product line includes QuickBooks and Quicken.

Related article:
TurboTax turmoil: Online reviews pan the top selling software

You may like these other stories...

Whenever I speak to accountants about creating a cloud practice, the most common question is, “How do I charge my clients?” Ten years ago, maybe even five years ago, if I would’ve posed this question...
While reputational risk is the No. 1 nonfinancial concern among corporate directors, cybersecurity/IT risk is gaining steam. In fact, both private companies and organizations with more than $1 billion in revenue felt they...
Accountants who specialize in forensic and valuation services point to electronic data analysis, or big data, as the most pressing issue they’ll face in the coming months, according to results of a new survey released...

Upcoming CPE Webinars

Jul 31
In this session Excel expert David Ringstrom helps beginners get up to speed in Microsoft Excel. However, even experienced Excel users will learn some new tricks, particularly when David discusses under-utilized aspects of Excel.
Aug 5
This webcast will focus on accounting and disclosure policies for various types of consolidations and business combinations.
Aug 20
In this session we'll review best practices for how to generate interest in your firm’s services.
Aug 21
Meet budgets and client expectations using project management skills geared toward the unique challenges faced by CPAs. Kristen Rampe will share how knowing the keys to structuring and executing a successful project can make the difference between success and repeated failures.