Over the years, I've been a loyal customer of Intuit's (NASDAQ: INTU) TurboTax. The product has evolved nicely -- and has certainly made my life easier. In fact, I've recommended it to a variety of people.
But recently things haven't been so good. You see, when I originally purchased the product, there was no online offering. Instead, I would get a CD in the mail. Needless to say, it's kind of Old School.
Well, my CD drive went bad and so I can't load up the new version of TurboTax. So, I reached out to the folks at Intuit and asked if I can use the online version.
And, yes I can. But there's a hitch: I have to pay. Keep in mind I have already paid for the upgrade for the CD. In other words, I will need to pay twice!
It's definitely puzzling. Isn't it better -- and cheaper -- to move customers online?
I filled out their online survey, but no one has gotten back to me. What's more, I reached out to Intuit's PR firm – who relayed my message. Nothing.
With not much time to put my tax return together, I have little choice but to purchase the online version (which I will tonight for $74.95).
That may make it sound like Intuit has a sound strategy for increasing its profits. But the chances are pretty good I'll be using another provider for my 2009 return. Long-term, to keep delivering the stable profits its investors look for, Intuit needs a better plan for transitioning its loyal, Old School CD-ROM customers to the online version.
Tom Taulli is the author of various books, including The Complete M&A Handbook
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Reader Comments (Page 1 of 1)
4-08-2009 @ 2:36PM
Greg Hollingsworth said...
I wonder why you would be willing to shell out almost $80 to be able to use an online version of software that you technically already own.
For $16.95 you could give TaxACT Ultimate Bundle a try (you don't have to pay until you file). http://www.taxact.com
4-08-2009 @ 2:48PM
Eric said...
Why not go out and buy a new cd-rom drive? Simple to install, and will run you ~$25. I do agree that the software should be made available online if you've already purchased a hardcopy version.
4-10-2009 @ 1:56AM
colleen_gatlin said...
Hi Tom,
Colleen from TurboTax here. Not sure who you may have tried to contact, but I'm absolutely happy to help you out. I just tried you via twitter @TtaxColleen, so just contact me and we'll figure it out.
Thanks.
4-09-2009 @ 10:39AM
NHapp said...
Not sure why you don't just download a replacement version - https://turbotax.intuit.com/support/kb/installing/downloads-and-cds/589.html?_requestid=89740
No cost
No CD drive necessary