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I use TaxCut to do my U.S. taxes. I have used it for many years, and every year it is the same procedure: I buy a copy for federal taxes in the store for $19.95 hoping I'll get the state taxes portion for free, as it says on the package. Every year I try but I can't figure out how to download the state taxes extension for free so I end up paying $25 for it online.
And so it happened this year. But this year I decided to complain. I sent an email to H&R Block's customer service, asking whether I could get my $25 back. After all I was supposed to have got it for free. The return was prompt and explicit: They sent me my password. Wondering what this was supposed to mean, I sent an email back asking my original question again. Guess what, I got my password back, again!
Here is my most likely explanation: H&R Block's customer service people are paid by the number of cases finished. What is simpler than to just handle each case by sending each requestor his or her password, irrespective of what the original inquiry was about?
To H&R Block I have to say: Just don't send out a customer satisfaction survey.
Or maybe I don't care; I should switch to TurboTax anyway.
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