GriffJon.com Blog

Terence A: Hi, my name is Terence A. How may I help you? Terence A: Hello, how may I help you today? Jon: I am having problems printing/viewing my completed federal forms Jon: I also have entered a state form, but I don't currently want to print that Jon: TTonline is requiring me to print and pay for the state forms to print the federal form Terence A: Jon, we apologize for the inconvenience/delay that this had caused you. Let us see what we can do to help you out with this one today, okay? Jon: great Terence A: And just to confirm Jon, what version of Turbotax Online product are you using? Is it Turbotax 1040EZ, Deluxe, Premier, Ultimate or the Free File Alliance Program? Jon: FreeFile Terence A: Jon, did you get any error messages/error codes during the process? And if any, what was the exact error code/error messages that was generated so that I could take note of it? Jon: it doesn't seem to be an actual error, it just won't let me choose to only print/view my federal return Terence A: Jon, have you tried searching the Help options on the Support web site of TurboTax first for answers before contacting Technical Support? What steps did you take and what were the results?

Jon: Yes, they all instructed me to follow the path I had already taken to get to the print for my records menu, but nothing beyond that

(10 minutes go by. Did I break the chatbot and it had to go call for a real human?)

Jon: hello?
Terence A: Yes Jon, let me make sure I understand your concerns, you wanted to print and view your completed federal return and you can't. You also have entered information on your state but don't want to print that, is that correct?
Jon: Yes
Terence A: Jon, did you save first your federal return as a PDF FILE (".pdf" format) prior to viewing and printing?
Jon: I can't get to that step because it's asking me to pay for my state file
Terence A: Jon, can you please click on "state taxes" main tab.
Jon: ok
Terence A: Jon, what sub tabs under "State Taxes" can you see?
Jon: Your State Returns and State Review
Terence A: Jon, did you access your Turbotax Free File Alliance Edition through the IRS or is it through www.taxfreedom.com site?
Jon: IRS
Terence A: Jon, were you able to take note at the taxfreedom.com site below the red flag or red button that says "State available, fees apply" just below that red button?
Jon: I realize that the state print/filing costs money

Am I just being mined for demographic info, or is their help script truly this bad?

Terence A: But Jon, were you able to take note of that-"State available, fees apply" just below that red button?
Jon: I did not use the taxfreedom.com site, I came through the IRS. I do not know which red button you are talking about
Terence A: Jon, accessing
Terence A: Jon, accessing Turbotax through the IRS site will direct you to www.taxfreedom.com. You can double-check that later on to see the information that I was mentioning you after we troubleshoot your issue.
Terence A: Now Jon, can you please click on "Your State Returns" sub tab.
Terence A: Jon, what does it say on your screen?
Jon: it lists my DC return
Terence A: Jon, does it give you option to "edit" it or "delete" it?

At this point I'm fed up. I've already filed my DC request for reimbursement offline, but was just reluctant to actually delete it after putting the effort in, but the cost/benefit tipped somwhere during the last 20 minutes chatting with Terrence, and though I continue talking to him, it's out of spite to see how far we can go

Jon: Yes. I just deleted it so I can continue to print my federal return. I will just use the DC Gov't form for my DC return instead of filing through TurboTax
Terence A: Yes Jon. Can you please save it first as a PDF FILE before going through the process of printing?
Jon: NOW I can because I DELETED my state return. It was NOT POSSIBLE to do this previously without paying for the state return.
Terence A: Yes Jon. Please take note to save your return as a PDF FILE and to back up your returns as a TAX FILE using the "My Return" option at the lower mid-left portion of your screen and select "Other Options" then select "Download My Tax File" option.
Jon: that option does not exist on my screen
Terence A: In that way, you can have a reference for the next tax season and saving also your return as a PDF FIle will allow you to view or print a hardcopy of your return.
Jon: ah, now I see it
Jon: but when I had my state return entered it was still asking me for payment
Terence A: Would you agree that we have completely resolved your issue today?
Jon: yes
Terence A: Yes Jon. Federal is free but for State, there is a fee for that.
Terence A: Is there anything else I can help you with today?
Jon: no

Honestly. I'm actually still not convinced that I wasn't dealing with an advanced version of ELIZA.