By Michael Santo
Executive Editor, RealTechNews
Anyone remember the last time TurboTax had a headline-making issue? It was when Intuit added DRM to the product. It wasn’t the addition in itself, it was the way it was implemented, and past experiences with SafeCast told me I wanted no part of it. I parted ways with TurboTax that year, 2003.
Tuesday the issue was overloaded servers. People trying to submit their returns via e-filing were met with increasing frustration as the day went on. Although the IRS has already said those affected would have until Thursday at midnight, Intuit has gone them one better by offering refunds to those attempting to e-file between 3PM Tuesday and 4AM Wednesday morning.
Steve Bennett, the company’s CEO, also apologized for the breakdown, which prevented about 200,000 users from e-filing in the hours leading up to the midnight Tuesday federal income tax deadline. “We deeply regret the frustration and anxiety this caused our customers,” said Bennett. “This is not the experience customers have come to expect from Intuit. It’s not acceptable to us, and we will do right by our customers who were impacted by this delay.”
That will include reversing credit card charges to any TurboTax software user who tried to e-file from between 3 p.m. PDT Tuesday to 4 a.m. PDT Wednesday. Source: ComputerWorld
We Say: Personally, I feel filers have to shoulder some of the blame for waiting until the last second, in some cases. That said, in my original post, I indicated I had a friend thus affected, and he’s already received an email saying his charges were reversed. Intuit estimates the total cost will be upwards of $15 million. Me? As I said in my first paragraph I switched products in 2003, and I generally file pretty early.