Elizabeth thought I should post this on the blog. I guess it has a little humor about it, at least if you're not personally involved. I hope it's self explanatory. It's the transcript of an online chat I had this afternoon while trying to deal with a problem that arose in TurboTax.
Please wait while we find an agent to assist you...
You have been connected to C Dan.
C Dan: Hello John, how may I help you today?
John Karl: I'm having a problem not filling in a sched C
C Dan: John, Could you please elaborate your issue?
John Karl: I'm at easystep, Types of Businesses
John Karl: Business - Schedule C is checked
John Karl: I uncheck it and click on continue
John Karl: Then I'm invited to upgrade to Premier Home and Business
John Karl: I click on Don't Upgrade
John Karl: At that point Turbo Tax is asking me about my business, which I don't have, which is why I unclicked it earlier.
John Karl: If I now go back, Business-Schedule C is selected again, even though I unclicked it earlier
C Dan: John, If I am right you are using desktop version turbotax deluxe 2003.
John Karl: That's correct
C Dan: John, If I understand you correctly that you are getting error in the Interview screen with the part Business-Schedule C. Am I right?
John Karl: Yes, I guess. I don't think I can explain it more clearly than I did above.
John Karl: The "error" is that TurboTax insists on going through the Schedule C part of the interview even though I have unclicked it.
C Dan: John, Could you tell me whether you have saved the file after you have uncheck it and click on continue.
John Karl: Well, I would say yes. It wasn't immediately after I unchecked it, so I don't know if TurboTax had rechecked it or not.
John Karl: Now I have just unchecked it and saved the file. When I restart TurboTax, it's checked again.
C Dan: Okay John, Please give me a moment.
Currently experiencing network delays, one moment please....
Network connection re-established.
John Karl: I assume you're still there
Currently experiencing network delays, one moment please....
Network connection re-established.
C Dan: John, Please stay online while I research your issue.
John Karl: ok
C Dan: John, Thanks for being online.
John Karl: no problem
C Dan: John, Please go back to interview screen and check whether you have entered any business info.
John Karl: Go back to what interview screen?
C Dan: Go back to Business, Rental or Farm Income Interview screen.
John Karl: I think that's the one in easystep 2.Income with the heading "Types of Businesses". Is that right?
C Dan: John, Do you need to report any income and expenses?
John Karl: On that screen I have "Farm Rentals - Form 4835" checked.
C Dan: John, Just click on the option "Farm Rentals - Form 4835" and then continue.
John Karl: Does that mean that I have to go through the Sched C part of the interview?
John Karl: I've already explained that it's apparently impossible to click only on the option "Farm Rentals - Form 4835". The "Business - Schedule C" option is always forced to be checked.
C Dan: John, If I am right you have checked the option Schedule-C and described the description of your business.
John Karl: I have no business, I have UNCHECKED the top option schedule-C, but TurboTax keeps rechecking it.
John Karl: So, no, you are not right.
C Dan: John, Please uncheck the option now and tell me what you are seeing in the next page.
John Karl: "Upgrade to Premier Home and Business"
C Dan: Let me know what you are seeing in the next Interview screen, if you click Dont' upgrade.
John Karl: "Your Business"
C Dan: John, Do you have any business which is named "Untitiled or anyother name" in the box.
John Karl: In what box?
C Dan: John, You have the box which is named "Business / Net income".
John Karl: where is that box?
C Dan: John, If I am right there is no box in the Business summary.
John Karl: C Dan, if you would just answer my questions some of the time, I think we would get through this a lot faster. What box?
John Karl: When you say "in the Business summary", where are you talking about?
John Karl: Are you talking about a line on my Form 1040?
C Dan: Okay John, Please start a new return which will resolve this issue.
John Karl: You realize that I already have about 20 hours invested in this return?
John Karl: BTW, may I ask what country you're located in?
C Dan: John, Could you tell me whether you have imported any data's about your business from last year.
John Karl: There was no business last year. I did import my 2002 tax info. Could you please start answering some of my questions. The last one I'm interested in is: When you say "in the Business summary", where are you talking about?
C Dan: To continue the process of resolving your issue, I am giving you an Express Access Code and a phone number to call to speak with a phone representative. Please be at your computer when you call so that the agent can troubleshoot the issue with you. The phone number to call is (877) 826-1922. The standard Access Code is: [9113384]. This Access Code is valid for 24 hours.
C Dan: Is there anything else I can help you with?
John Karl: I would still like to know what country you're located in.
C Dan: John, We are working globally. We are not supposed to give our location.
John Karl: why not?
C Dan: Okay John, I am from India.
John Karl: Thanks.
C Dan: Thank you John for contacting Intuit.
Comments (10)
Rita, well done. I suppose that means you don't want me to comment on the missing period? :-)
Posted by Elizabeth | March 25, 2004 3:39 PM
Posted on March 25, 2004 15:39
Jerry and I have our taxes done by a professional for less than $200 each year. I am so glad that Pat does not do that. I have laughed at the entry and all of its comments.
(I hope Elizabeth notices that I did not use an errant apostrophe in this comment)
Posted by Rita | March 24, 2004 7:47 PM
Posted on March 24, 2004 19:47
I got sucked into to talking to some guy who couldn't do a damn thing for me at Earthlink Phillipines.
I am a firm beleiver that this sucky Customer service is the largest part of the downfall of our country.
Posted by Mermu | March 24, 2004 2:33 PM
Posted on March 24, 2004 14:33
I think we should start having an annual Blog award (just like the Oscars with nominees and everything). Pat would definately be a top contender for the 2004 award.
Posted by Blue-eyed Blond | March 24, 2004 12:19 PM
Posted on March 24, 2004 12:19
Thank you for the hilarity - shared your story with my office-mate. I send my taxes out to be computed....
Posted by Leah | March 23, 2004 2:46 PM
Posted on March 23, 2004 14:46
That is hilarious! OOOH I hate telecustomer service.
BTW
Posted by Mermu | March 23, 2004 12:06 PM
Posted on March 23, 2004 12:06
I did call the number. The guy I talked to sounded like an American, but I didn't ask, and he wasn't a lot of help either. What I wound up doing was going through the Schedule C interview, simply not entering any data and clicking on Continue. When I got to the end of that part, I was given the option of deleting the Schedule C. A little screwy, methinks.
Posted by Pat | March 23, 2004 9:13 AM
Posted on March 23, 2004 09:13
That exchange was hilarious! Did you ever call the service number he provided to resolve your software issues?
I attempted to use Turbo Tax 2002. My plan was to use rapid refund, but since I had filed separately, I wasn't allowed that option. Turbo Tax should have informed of this before I used my precious time to fill out the entire form.
Posted by Theresa | March 23, 2004 3:34 AM
Posted on March 23, 2004 03:34
Pat, you've got to post more often -- this is too funny! I've been through the same thing for support on my wireless router.
But what's up with paying taxes? I thought one of the reasons for moving to a remote compound out in the country is to avoid hassles like that.
Posted by stepan | March 22, 2004 10:41 PM
Posted on March 22, 2004 22:41
Uncle, I didn't know you had started a business! What are you selling? and can I get a family discount?
Posted by Jenny | March 22, 2004 10:40 PM
Posted on March 22, 2004 22:40