Commitments made but not carried out, fullfilled, executed, or completed...

I want to start by saying that the customer service team is incredibly kind and professional. They do a great job guiding users through basic questions like where to enter your name or Social Security number. “In what form and on which line you want your name and social security number to appear”, they would ask.

However, I’ve noticed they aren’t equipped to handle actual software bugs. The would say “since our software is written according to the law, what it does and does not do must be the law”, therefore there is no room for improvement.

I understand the fixing the bugs lies with the developers, and I do not expect any problem can be solved within one session of communication. That said, my main concern is the lack of a transparent follow-up process. Like any other software company, I believe there should be a clear mechanism for documenting, tracking, and eventually resolving these issues. Currently, that system doesn't seem to exist within Intuit, and I hope this is something they can improve.

Additionally, I’ve observed an interesting dynamic in our community. When someone proposes a new feature or process improvement, there are often longtime users who suggest it is not needed, and it can be easily done manually instead. While I completely respect their experience and appreciate pencil and paper skills, I personally believe that pushing for better software and automation ultimately benefits everyone in the long run. We can honor the old ways while still embracing progress.

Please click here to vote FOR the idea if you need to report and keep track of Intuit software defects.