The explanation is that the information could be found on the Intuit site or on the physical box in the store. Defending their lack of advance communication.
Unfortunately, coming after the negative reaction, this defense sounds weak, like an excuse invented after the fact. They now have attempted to explain the “why” behind the decision to eliminate key IRS schedules. Defending their product change decision.So, how has Intuit counter the burst of negativity? Here are the apparent ones: When things go awry, company’s need to engage in speedy, effective damage control. The Wall Street Journal: “ TurboTax’s Increased Cost Has Some Users Fuming”.USA Today: “ TurboTax has bad news for investors”.The New York Times: “ Users Say TurboTax Deluxe Is Less Deluxe Than It Used to Be”.CBS: “ Hidden TurboTax charges have users screaming”.NBC: “ Consumers Slam Changes in Intuit's TurboTax Deluxe”.(For comparison, 14% of the full-featured 2013 Deluxe version reviews were 1-star.)īeginning January 6, the news services began carrying reports of the situation: The reasons were universally the product downgrade and the higher price to regain the prior version’s features. For example, 87% of the TurboTax Deluxe 2014 reviews at Amazon are 1-star, lowest on the 5-star scale. The ill feelings spilled over onto the Internet. Perhaps worse, the required higher cost to get the now-missing schedules made Intuit’s strategy look customer-unfriendly. The result was the new, lite versions created frustration and anger among the early buyers. Since the product names and prices were the same as the previous year, that presumption was reasonable.
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However, Intuit provided no advance notice of the Deluxe and Premier version downgrades, so previous users ordering the new 2014 Deluxe and Premier versions expected the full complement of IRS schedules. Intuit says that almost 29 million people used TurboTax for their 2013 tax filings, meaning about 6 million download the product. The heart of the problem: Intuit’s implementation
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