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Not So Hot Instincts At Intuit

Readers Report


The responsiveness to complaints about errors in TurboTax discussed in "Good instincts at Intuit" (News: Analysis & Commentary, Mar. 27) is overrated. As someone who follows the Intuit Inc. messageboard on Prodigy, I know I am not alone in encountering continuing errors (even in the "corrected" version) and getting no response back to complaints. Intuit's TurboTax remains a sore point, especially for those of us who are so fond of Quicken. Microsoft may find TurboTax to be a suprisingly ill-behaved member of the soon-to-be-adopted Intuit family.

David R. Schleicher

Arlington, Va.

Is it better to be error- free or to have good PR and "damage control"? If you are BUSINESS WEEK, you would choose the latter and buy Intuit's TurboTax.

I would prefer error-free and would therefore choose Parsons Technology's TaxEdge. They did not have critical errors in their federal program. When they did have some errors in a California State package, they FedEx-ed new disks to every user without a customer request. Maybe Intuit should take some lessons from its subsidiary.

Brad Roberts

Palo Alto, Calif.

I take strong exception to your commentary "Good instincts at Intuit." One selling point that Intuit pushes for TurboTax is that it is fully compatible with Quicken. Yet the bug I encountered, limiting a list of capital-gains transactions, generated by Quicken, to 53, appears to be of no interest to Intuit. Generating more than 53 items of short-term capital transactions is not uncommon if you own several mutual funds that generate monthly dividends that are reinvested.

One would expect that BUSINESS WEEK would do more than take Intuit's word on what it is doing to correct a serious problem before writing such a puff piece.

Morris Zusman

Bethesda, Md.

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