Intuit TurboTax - unable to re-install software to complete return - need activation code - can't get it without remembering exact date of first installation

# 5 for May 3, 2003

Complaints.com received the following on May 2, 2003:

From: Anand, Shiv [Email User]

RE: Intuit TurboTax - unable to re-install software to complete return - need activation code - can't get it without remembering exact date of first installation

I was in London, England for the past six months, but still had to file my US tax return by 15th April 2003. AS my son was visiting us in February I requested him to bring me a tax CD-ROM, and he brought TrurboTax 2002 Deluxe (!). As I did not have a PC at home in London, I had to install it on the work PC, which had to be done by my company's IT dept. After installing it on my PC, I entered most of the details, but I had to wait for some time to obtain all the data needed for filing my return. I was able to successfully access it several times. When I did get the data early April, I could not access the TurboTax program. It would not start.

I could not get updates as only IT were the system administrator. Another attempt was made to re-install and get updates, but the program would not run. IT contacted Intuit/TurboTax support on internet chat but could not get a solution, other than buying a new CD! I could not file my tax return and had to request for an extension.

I returned to Houston, Texas on 18th April, and couple of days ago I re-installed TurboTax 2002. However I need an activation code. I tried to contact TurboTax customer support for the past two days, via phone

(1-800-854-3970) and on internet (www.turbotaxsupport.com), but it is just not possible to obtain any answer from them:

TurboTax Support - Select a contact option

Internet Chat Phone Support

Available: Monday - Friday Available: Monday - Friday 8:00 A.M. - 5:00 P.M. PST 8:00 A.M. - 5:00 P.M. PST

Cost: Free Cost: $14.95

Current Wait: Less than 2 minutes Current Wait: Less than 15

minutes

But when I called the 800 number no help is available.

I was able to get to Internet Chat today 2nd March, around 10.30 am, and Mr. G. Aiden wanted to know the date of activation before they can give a new product key. He need the product key and date of activation. Without confirming the date of activation he cannot help.

I said that there's no way I can recall the exact date of installation or activation, as it was in England and the program has been uninstalled before I returned to US. All I have is the my tax file which was last saved on 17th March 2003. Mr. Aiden keeps repeating that he needs me to confirm the date. Why would I not confirm the date if I knew. I would like to get my money back as I have not been able to use TurboTax to complete my return, file my return and get suitable support.

Thanks & regards, Shiv Anand