The TurboTax help agent I chatted with via instant messaging tonight, "18_Bonnie C", was very understanding, responsive, courteous, and helpful, and was able to resolve my issue.
The problem?
A. Your password reset system is apparently broken.
The evening started with me not remembering my user ID from last year, so I selected the "send me my user ID" option or some option with similar wording. That worked well. I was sent the user ID within a minute, then attempted to log in using what I thought was the password.
I tried several variations on the password, but none worked, so I clicked the "reset my password" option. It presented me with a challenge question, which I correctly answered, and then I waited for the email it said it would send me.
After waiting over an hour, I finally got on instant chat and got "18_Bonnie C" to fix the issue, even though she couldn't explain why the automated password resets weren't working. This leads me to my second point of what's wrong with your system:
B. The wait time for help is excessive.
I probably spent nearly a half hour waiting for someone to help me. Understaffing a customer service organization may seem like a good way of saving money, but in the long run it will make longtime customers like me flee for greener pastures. In such a situation, you would lose my business not just for this year, but for countless more years to come. Is it really worth chintzing on customer service if tens of thousands of customers feel the same way, and leave you en masse?
"18_Bonnie C" was very nice, but I am reluctant about continuing with Turbotax for this season's returns considering these two factors. I could just as easily switch to H&R Block's online tax product.
I am posting this letter on my consumer blog for other people to read, and I hope many of them carefully consider whether they want to try, or stick with, a company that has such a dicey password reset system--They might wonder, "What else might be broken on Turbotax?"--a legitimate question, I'd say.
You can write the final chapter of this story. I will share your response with my readers, too, and if you don't respond, I will make note of that, as well.
Why should I stick with TurboTax?
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