After a VERY long telephone discussion with your staff (after being on hold for over 1 hour on several attempts - despite the 15 minute notice on your website) -they determined that, no, in fact the online version could not import my information correctly from previous years. This occurred after I was nearly complete with my federal return online. The final clue, after several small hints on schedule Cs, was the state tax I paid last year. TurboTax consistently reported that incorrectly as it did for other previous year's information - all if it would have needed to have been changed manually according to your telephone representative.
Thus, it becomes fairly impossible to trust your software and staff given what is at stake.
Message was edited by: Andrew Pleasant
Andrew...If you were intending to transfer from last year at the end of the process, that is not possible. It would potentially overwrite the information you already entered. If you are instead saying that TurboTax did not transfer some information from last year correctly, then I would like to have the details on this because I am not aware of a single exception. If you'd like to email me at "turbotax_advocate" + "@intuit.com" with your contact info, I would appreciate validating your claim and letting you know what's going on. I look forward to hearing from you.
Bob Meighan, VP TurboTax
Hi Bob, Thank you for answering TurboTax questions in this Apple forum. I wish someone from TurboTax also monitor the community forum at the Intuit website. I have posted a question there for 2 weeks and no one from Intuit answered. See https://ttlc.intuit.com/questions/1793382-only-administrator-can-run-cal-state-t ax
Or search for "Only Administrator can run Cal State Tax".
LaiPod... As the name suggests, Live Community is supported by the TurboTax community of customers. While we monitor and respond to the posts, there is no way we could answer every question. If you questions has not been answered, it could be because no one has an answer for you. Based on your post, however, I would suggest you are in some non-standard configuration. The simplest solution would be for the admin to give you administrative rights to your computer.
Bob Meighan, VP TurboTax
Thank you for your responses. I have responded to you in the Intuit community site. I think my problems can be easily reproduced on a standard system by your QA team because I have no non-standard setup on my machine. All it takes is to run California State Tax from a non-administrative account.
I fully understand these companies have no obligation to get involved in user community discussions. For example, I seldom see any Apple staff answering questions in these forums. So it was a pleasant surprise to see some official responses here despite official Intuit is not quite the same as official Apple.
However, in the users' standpoint, it does not matter who answered as long as a solution is provided. So it is just missed opportunity to improve user loyalty and satisfaction if companies don't get involved when some questions are never answered by other users. If I were to run the Customer Support department, I would write a bot script to esculate any unanswered questions from the community site to customer support for triage after 14 days of posting. Or at least enable a button in the community UI to let the posters request help from customer support after 14 days.
IMHO, there are only 4 types of questions that a user community won't answer. 1. rhetorical questions 2. unintelligible questions, 3. FAQs that most advanced users won't even bother repeating. 4. tough questions that only insiders can answer. For 1, no response is expected. For 2, send a response to request clarification and it can be dismissed if there is no response from the original poster. For 3, tech support can easily cut and paste a link to the FAQ. For #4, tech support should try to reproduce the problem and find a workaround. Any issue that does not have a solutions should be given a bug tracking number and esculate to engineering. At least, all other users can confirm the known issues are logged in the system. When will it be resolved is a priority judgment call, but at least users can request a status update from the tracking system.
The user community is only the first tier support. The companies still need to step in with 2nd tier support when the first failed if customer satisfaction is a priority.
While we would love to be able to respond to each, it is not feasible or practical. There are several hundred thousand submissions by customers and non-customers. Our team does as much as they can to address the questions, they do rely upon the community to contribute. If you don't get your answer, you still have all our other forms of support. As for your issue, it does appear that you need administrative rights.
If you can create a bot to identify each of the 4 types of questions, I would love to see it and perhaps even license it. That seems like a tough issue to write programmatically!
Bob Meighan, VP TurboTax
Thanks for your response. I don't think we are in disagreement. We were talking about different level of customer support. Perhaps I didn't express myself clearly enough.
I never said I could write a script to do the triage. I meant a script could pick out unanswered questions after 14 days of their posting and esculate them to the customer support team. If after 14 days, there are still hundred thousand unanswered questions, then change it to 21 days or 30 days to give the community more time to answer them. At the end of such waiting period, those questions deserve official responses. If there are still hundred thousand unanswered questions then, your user base have a much bigger problem than unanswered questions. You need to fix the root causes of those questions first.
The questions that the community cannot answer will not magically go away. If you want satisfied customers, then your customer support team needs to take action. Leaving unanswered questions at your community site will eventually hurt your company image. It would be a worthwhile investment to bring closure to these unanswered question because when other users search for a solutions, they will find the answers in the community forum first before calling your tech support directly. For example, I often Google problems that I encountered in MS Windows, in most cases, I would find a solution from their knowledge base or in their user forum. But in a few occasions when I found a thread that lasted a few years with no answer despites hundreds and hundreds of the "same here" responses, I would be cursing MS for not taking action to fix the problems or at least stated that they acknowledged the problems and was working on them.
I totally agree with you that what you said is not feasible or practical, But what you said and what I suggested were quite different.