Intuit backtracked yesterday, not only again apologizing for stiffing TurboTax customers by not telling them of changes in its business model but saying that it would offer partial refunds and free upgrades to its more capable editions.
“These past couple of weeks have not been our finest hour,” admitted Intuit’s CEO Brad Smith in a video posted on his LinkedIn account Thursday. “We’re taking new steps to make things right.”
The fiasco over TurboTax—what tax forms it supported in its Q&A-like interview process—harked back to early January, when Consumerworld.org revealed that the desktop edition of TurboTax Deluxe omitted sections for forms required by the self-employed, investors and rental property owners. After buying Deluxe, as they had for years, users were told mid-way through the tax preparation process that they needed to pay more and do an in-place upgrade to deal with Schedules C, D and E.
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