Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Transcript: Brad Smith TurboTax Update
January 28, 2015
Hi, I’m Brad Smith, Intuit’s president and chief executive officer...
We have apologized for the way we handled it, or as many have told us,
mishandled it.
You’ve been clear about what would m...
Upcoming SlideShare
Loading in …5
×

TurboTax: Sorry Wasn't Enough Transcript

8,737 views

Published on

Intuit CEO Brad Smith addresses TurboTax desktop customer concerns with information on how we’re updating the product.

Published in: Leadership & Management
  • What about those of us TurboTax Online users who have been directed (2 YEARS IN A ROW, NOW) that TT Deluxe is right for our tax situation. THEN, halfway through, we were told OOPS, looks like YOU MUST upgrade to Home and Business! TurboTax imported our records-- you know what kind of Schedule C items we used (mostly needed for home office). Right now the difference between Deluxe and Home and business is $50!! And I can't even get TurboTax to let me select the H&B option at a special discounted price offered through e-miles. You don't address our situation, Brad.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • What about those of us who have always (20 years) used TurboTax Basic and been able to use Forms, including Schedule A and Schedule D? Turbo Tax Basic has always allowed us to do this. Can we get a free upgrade?
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

TurboTax: Sorry Wasn't Enough Transcript

  1. 1. Transcript: Brad Smith TurboTax Update January 28, 2015 Hi, I’m Brad Smith, Intuit’s president and chief executive officer. These past couple of weeks have not been our finest hour. And today we’re taking new steps to make things right. But first I want to acknowledge the feedback you’ve given us. Here are just a few of your comments in response to my LinkedIn post apologizing for the changes we made to this year’s TurboTax desktop products. One customer, Martin, wrote: “I appreciate the apology letter, but I still think you're missing the reason behind the anger and frustration. It's not the lack of communication, but the impact of the change.” Another customer, Ron, wrote: “As a 15-year customer of Turbo Tax, the above post and the attached letter are a wholly inadequate response. This was a money grab … plain and simple.” Ron goes on to say: “Your response should not have been: ‘OK, you can wait to pay me next year.’ It should have been: ‘We heard you and we are adding the forms back into the Deluxe version.’” And there are hundreds more like this that came directly to my e-mail address, through my LinkedIn post, and through various other channels, including online reviews and our customer support center. The cause of the frustration is clear. This year’s TurboTax desktop products – the CD and download version – didn’t include the same forms that were included in the past. If you needed these tax forms, you had to pay more to upgrade. To add insult to injury, the change caught many of you by surprise, and these are not the kind of surprises anyone likes.
  2. 2. We have apologized for the way we handled it, or as many have told us, mishandled it. You’ve been clear about what would make this right. You want TurboTax desktop to do what it always has done – handle the same tax situations as it did in years past. Or as Ron said, “Add back the forms.” We’ve heard you, and we’re going to fix it. This year, returning Deluxe Desktop customers who need to upgrade to Premier will be able to do so within the product for free. We have some work to do to make that happen and our team is moving quickly. We’ll notify customers when the change is live. In the meantime, for returning customers who have already upgraded to Premier at the higher price, we are continuing to offer $25 cash back through April 20th. Just go to TurboTax.com/25back to get your money. We’re not stopping there. Next year, we’re changing back to the TurboTax desktop software you know and love, restoring the forms that you’ve counted on for years. I realize this hasn’t been easy on you, and I’m sorry for that. I also recognize that it took us too long to make this right. We’ve earned our way into this situation, and we’ll do everything we can to earn our way out. You matter to us. You always have. Thank you for letters and your comments. And thank you for listening.

×