TurboTax Sees Glitch, #Fails On Twitter
Filing taxes is a stressful task no matter how anyone puts it, and if anything goes wrong during the filing, it becomes a nightmare. That is what exactly happened last month when TurboTax users faced a glitch as the deadline to file federal tax returns loomed.
The service run by Intuit was unavailable for approximately an hour for some users during evening, which is considered peak hour for the service. It seemed that all would be well since their problems were resolved and service was issued in less than an hour. That, however, was not the case. During the time the site’s Twitter account kept sending out messages, which, although innocent, the affected users thought were mocking them.
“Dependence isn’t always terrific, but it is at #tax time! Aren’t you curious why? #TaxBreaks #TurboTaxTip,” read a popular tweet. A user was quickly to reply with “#TurboTaxFail” hashtags, adding insult to injury. It did not take too long for users to pile on the account, which was actually designated to send out tips and not help users.
Intuit was quick to notice this, interestingly, and canceled tips and focused on helping their affected customers. Having said that, the damage was already done and users felt disgruntled at how they received no immediate help or notices on Twitter, which is often used by other services to broadcast down times and errors to their users.
As it stands right now, the company has learned from its mistake and is sure to assign someone to manually handle their Twitter account.