I agree completely. I prepare five returns for immediate family members, only one of which has any capital gains transactions. So far we have only been able to file one return, with three held up for unknown reasons. As far as I can see, all of the relevant forms are now updated and available from CRA and RQ, so why the delay? TurboTax is one of the biggest players so they should have a very strong and active liaison with CRA. Other users have reported being able to file their returns on UFile or StudioTax so I am going to try that now.
The biggest frustration is the complete lack of accountability and communication from senior management. Confusing and contradictory messages, support staff have no information, one software update since early January, and no message directly to the customers. The "At the time of manufacturing..." message just doesn't cut it on the 16th of March!
This is perhaps not surprising when you consider that the Canadian General Manager is from a marketing background, not accounting or software development:
Intuit’s Head Marketer now its TurboTax Canada GM (2024)
Stefania Mancini is the Vice President of Product Management and the General Manager for Intuit Consumer Group Canada, overseeing all product, marketing, design, development, and revenue-generating activities for TurboTax and Credit Karma in Canada. Before her current role, Mancini was the marketing lead for Intuit Canada's consumer group.
The link to executives on the Intuit Canada website goes directly to the US officers. Despite claiming that customer service is an "obsession", there has been no public comment or acknowledgement of this crisis.
Sasan Goodarzi, Intuit CEO, states that:
We are a purpose-driven, values-driven company. Our mission to power prosperity around the world is why we show up to work every single day to do incredible things for our customers. Our values guide us and define what we stand for as a company.
One of these Values is Customer Obsession:
We fall in love with our customers' problems.
We deliver unrivaled customer benefit to power their prosperity.
We sweat every detail of the experience to deliver excellence.
Where is Stefania? Where is Sasan? Where is the Plan?
