Intuit Not Following Up on Client Service Problems....
Total Views: 973
Am having problems resolving a billing issue with Intuit and no one is following through with me. I spoke with Keith in Sales (800-934-1040, x. 88576) early last week (around June 23), as he was following up with me to resolve an issue that Client Services did not address. (Intuit states in their marketing materials that if you renew your tax software subscription to Proseries before June 30 that your credit card won't be charged until December. Well, they charge $4,461 to my credit card in LATE MAY!!!...and the charge has not been reversed as of today (July 3rd)!! So much for their promise not to charge my credit card now.On or around June 26, 2008 Keith elevated my situation to Marie (who is apparently with the Office of the President) assuring me she would call back in 2-4 hours. Keith indicated that Marie would personally address the situation and ensure that the charge on my credit card would be reversed. As of today (July 3, 2008), NEVER HEARD FROM MARIE. I left a message for Keith yesterday (July 2, 2008) to call me. I was told he was in a meeting with I called, so I left his a voice mail. As of today, haven't heard from him.I have literally talked to 5 separate people at Intuit and NO ONE HAS RESOLVED THIS ISSUE. I have been with them since the early 1990's. My accounting firm serves over 1,000 clients in the Chicago area. You'd think that a company like Intuit that prides itself on electronic filing, customer service and is under new management (with Brad Smith) might be able to get this problem fixed. Try sending an email to Brad -- it's easier to break into Fort Knox than to get his email address to let him personally know about the poor service I'm receiving. Lots of luck.
Answer
1 - Try the ProResolutions group at 1-800-934-9471. I've always had good luck with them.
2 - Contact your credit card company and let them know there is a dispute.
Good luck!
Answer
I sincerely apologize on behalf of Intuit that you have had a poor customer experience. Clearly, we would like the experience of doing business with us to be easy and smooth.
I understand from one of our Office of the President team members that she has contacted you and that your refund is currently being processed by our Accounting department.
Again, I'm sorry that you didn't receive top-notch customer service.
Rich Walker, CPA
Intuit Inc.
Media Relations and Communications Team Leader
Answer
I was forced to upgrade from Q2005, which I didn't want to change. Then I was forced to get a Chase Visa card I didn't want, as I was happy with Mastercard. Now, it won't one step update. Its a verified Intuit server error. Your management is very poor. I don't want to spend another couple of hours going thru troubleshooting over the phone, email, & FAQ's online. My time has at least as much value as your product. This sort of thing is why I no longer buy Chevys Fords,McAfee, Norton, or mowers with Briggs engines. Your service is a carphrogamous pig, & I publicly tinkle on your corporate management's dreams.
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Yes -- finally -- after 6 weeks of phone calls with Intuit and my credit card company, the situation was resolved. Very disappointed that it took that long to get things straightened out.
Maybe more customer service training needed on Intuit's end?
