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Copy of Chat re. TT Activation. Not good!

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Flogodino

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Jan 2, 2003, 4:53:26 PM1/2/03
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I think Intuit is going to bite the big one this time. At the very least a
class action suit has go to come from somewhere. Here is a chat I had today
with Intuit, I deleted my name:

"You have been connected to H. Damien.
H. Damien: Hello Sir, how may I help you today?
Me: I have a question about activation.
H. Damien: Please elaborate your issue to me.
Me: I have heard horror stories about your new activation scheme. Before I
return the product to the store, I need to confirm something. I am going to
install TT on my current PC. I always file an extension. So around the end
of June, I will need to use the program again. At that time, I will have a
new PC, and therefore, have to reload TT on the new PC. Are you expecting
another payment for this? Or is this something I will be able to call you
about and get this taken care of for free?
H. Damien: Unfortunately the TurboTax licence is restricted to one computer
only Sir, any additional installations would have to run in trial mode.
Me: Indeed. It would only be installed on one computer. It would be taken
off the old computer, and installed on my new one. And you are STILL saying
I would have to pay again. Be careful with your answer because I am making a
copy of this entire conversation.
H. Damien: Sir, this is to inform you that you will not be able to install
the product on second computer. Kindly replace your computer after you have
filed your returns. (CAN YOU BELIEVE THIS STATEMENT! ROFL)
H. Damien: I apologize for the inconvenience caused to you.
Me: This is the most convoluted thing I have ever heard. I want to speak to
your supervisor!
H. Damien: A moment please...
O. H. Andreas: Hi, I'm Andreas. While I'm reviewing your case, please tell
me briefly what additional information or help I can provide to resolve your
issue.
Me: What I have heard so far defies all logic regarding your license
agreement. To simplify. I buy TT. I install it on my current PC. I get a new
PC. I uninstall TT from the old PC and install it on the new one. I will be
required to pay for TT again???
O. H. Andreas: Yes Sir, you will have to purchase another product license to
utilise all the services and features of the product,
O. H. Andreas: you can also choose to run the trial version of the product
and prepare your return using the Easy Step Interview.
Me: Your license agreement says a "single computer." That is exactly what I
would do. What do you expect people to do. Not buy a new PC until their tax
returns are completed? Or what about in 3 years if there is an audit. Do you
think people will still have the same PC. All I can say is if this is the
course you are going to take, you might polish your resume. The word is
spreading about the nightmares with your activation stuff and the
dehabilitating things you are doing.
Me: I am going to post this conversation on all of the financial News
Groups, send it to they Intuit executives and a few news stations while I'm
at it. Don't get me wrong. Activation schemes are fine. But they have always
allowed the owner to move the program from one computer to another. This is
a first! One that is going to shoot Intuit in the foot big time.
Me: I'm not going to walk. I'm going to run back to the store to return this
crap. Tax Cut here I come!
O. H. Andreas: Sir, I regret for the inconvienience that would be caused to
you because of this,
O. H. Andreas: Intuit beleives in preserving the privacy of the customer by
maintaining the security of the customer data
O. H. Andreas: moving the program from one computer to another might cause
the program to not effectively implement the security level in doing the Tax
returns
Me: Hence, you are going to cripple thousands of loyal users of what 'might'
happen. I happen to be a security expert, and know that security is not
compromised if a program is installed, uninstalled, installed on a different
PC. But what's going to be really funny is when 'Joe six-pack' gets a new P4
1.3Ghz from ecost.com for $449. And realizes his TT is rendered useless when
he starts using his new PC. I suggest you double your chat/phone support.
You are going to need it!
O. H. Andreas: Sir, Intuit has given all considerations to help its users to
resolve this concern
Me: And, what has Intuit come up with so far?
O. H. Andreas: I would appreciate your cooperation inorder to best implemet
the license agreement in this regard,
Me: Please explain how you want me to cooperate. I don't understand what you
are asking.
O. H. Andreas: the program takes and generates the request code using the
system BIOS settings and the Hard Drive Information
O. H. Andreas: This request code is then registered with the intuit server
from where the activation code is generated
Me: I understand that. But that doesn't negate the fact that a single
license for a single computer is just that. By you charging people again,
you are in violation of you own license agreement. What you should be doing
is giving people a new activation code when they get a new PC. Just as
Microsoft has been doing for years.
O. H. Andreas: Sir, this is one concern that Intuit is working forward to
and thus implement the license agreement,
Me: Are you saying Intuit is addressing this very thing and may make a
change?
O. H. Andreas: I would appreciate your cooperation in Intuit best
implementing and maintaining the privacy and security of the customer
information.
Me: Huh?
O. H. Andreas: Sir, Intuit wnats the customers to be happy and satisfied
with the seurity level provided to its customers.
Me: Please stop giving me that textbook version of words. You are beginning
to sound like a commercial. So to reiterate. At this point, you are saying
that it is ONE install and that is it. Install again, and pay again. True?
O. H. Andreas: Sir, that is correct aas per the license agreement of the
program,
Me: Ok. It's a shame too. After 8 years or so, I'm going to miss TT. Good
luck. You are going to need it.
O. H. Andreas: Thnk you Sir, Is there anything else I could help you with?
Me: No thanks. Bye."


Flogodino

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Jan 2, 2003, 5:09:43 PM1/2/03
to
See follow up below. When a pop up asked me if I was satisfied. I said no.
It put me to another supervisor.

"Flogodino" <Flog...@yahoo.com> wrote in message
news:v19d6oq...@corp.supernews.com...


"You have been connected to G. Corky.
G. Corky: Hi, I'mPaul


. While I'm reviewing your case, please tell me briefly what additional
information or help I can provide to resolve your issue.

G. Corky: How may i assist you Sirin resolving your issue
Me: This is so ridiculous that I just want to make sure I'm getting it
right. If I install TT on my current PC. In a few months from now, I get a
new PC for my birthday. I uninstall TT from the old PC, then install it on
my new one. I have to pay again?? Is that about it??
G. Corky: Yes Sir, you will have to purchase a license for a full version,
but you are able to install a trial version on your new pc for doing your
taxes and keep you old PC and you will be able to save you return to disk
and e-file and print from your old PC if you wished
Me: That's nice. I have to keep my old PC around for 3 years or more to do
that, in case there is an audit. Wow! Great solution. I would love to meet
the genius execs at Intuit that came up with, what will likely be, the
greatest IT blunder in the history of software.
G. Corky: I am sorry Sirbut this is only solution unless you purchase
another license.
Me: Not a chance. I'm taking it back and going with Tax Cut, as I suspect
10's of thousands of other people will do when they discover this outrage. I
guess I will fire up Money 2003 too. I'm sure you have the same plans for
Quicken 2004.
G. Corky: Is there anything else I can help you with?
Me: Yeah, call me when you need a new job. ROFL. Bye...
G. Corky: I would like to take this opportunity to thank you for visiting
our TurboTax Support Chat.
Me: Take it by all means."


Steve B

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Jan 2, 2003, 5:15:41 PM1/2/03
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Hmmmm. This is discouraging. Thanks for the post, though....


Doug

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Jan 2, 2003, 5:49:05 PM1/2/03
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Very discouraging indeed. I am glad I uninstalled TT this morning and sent
it back to Intuit. I only wish I had done it before it mucked up the unknown
areas of my hard drive. I guess this is also a good time to use the rebate
in TaxCut to try Money 2003.

"Flogodino" <Flog...@yahoo.com> wrote in message
news:v19d6oq...@corp.supernews.com...

Michael H. Pittsley

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Jan 2, 2003, 7:40:23 PM1/2/03
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The more I read about this crap the more it intensifies my resolve to NEVER
use Quicken or TurboTax again.

After 13 years of loyal use and this is how they repay my loyalty.

SCREW YOU INTUIT!!! I HOPE YOU GO DOWN IN FLAMES!!!!!!


"Flogodino" <Flog...@yahoo.com> wrote in message

news:v19e5a2...@corp.supernews.com...


> See follow up below. When a pop up asked me if I was satisfied. I said no.
> It put me to another supervisor.
>
> "Flogodino" <Flog...@yahoo.com> wrote in message
> news:v19d6oq...@corp.supernews.com...
> > I think Intuit is going to bite the big one this time. At the very least
a
> > class action suit has go to come from somewhere. Here is a chat I had
> today
> > with Intuit, I deleted my name:

<remainder of horror story deleted>


Dennis T Cook

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Jan 2, 2003, 6:15:38 PM1/2/03
to
Truly incredible!

I guess I'll be returning TT also.

In article <v19e5a2...@corp.supernews.com>, Flog...@yahoo.com
says...

--
Dennis T.Cook

Bishoop

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Jan 2, 2003, 6:28:21 PM1/2/03
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"Flogodino" <Flog...@yahoo.com> wrote in message
news:v19e5a2...@corp.supernews.com...


The sad part of this whole fiasco is that probably a very high percentage of
TT users who really don't have a lot of computer/software savvy will never
realize what's going on. Until it's too late, that is.

I bailed out of Intuit 4 years ago when they wanted to charge me 20 or 30
bux to answer a simple setup question. I was with them for many previous
years and faithfully bought every upgrade. Never have looked back.


Bishoop

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Jan 2, 2003, 6:30:14 PM1/2/03
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"Flogodino" <Flog...@yahoo.com> wrote in message
news:v19d6oq...@corp.supernews.com...

Strangely enough I received a TT CD from Intuit in the mail yesterday. The
instructions on the cover were, log on to the Internet and have your credit
card ready. I haven't used TT in four years.


Ernie Klein

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Jan 2, 2003, 6:13:50 PM1/2/03
to
In article <v19d6oq...@corp.supernews.com>,
"Flogodino" <Flog...@yahoo.com> wrote:

> I think Intuit is going to bite the big one this time. At the very least a
> class action suit has go to come from somewhere. Here is a chat I had today
> with Intuit, I deleted my name:
>

> O. H. Andreas: the program takes and generates the request code using the


> system BIOS settings and the Hard Drive Information

^^^^^^^^^^

I hope someone asks: Oh - it is the exact same computer but the nice man
at the computer repair shop said my harddrive was broken beyond repair
and replaced it with a new and bigger hard drive, but I still can't get
TT to work.

-Ernie-

Benz

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Jan 2, 2003, 8:05:24 PM1/2/03
to
I obviously made the right choice in returning Turbotax Deluxe before I opened it. Quicken Deluxe 2003 also went back unopened. The only reason I had not opened them was I was too lazy to install them for a few days and then I read all this sad info about Product Activation.
Bernie

Gary Gambino

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Jan 2, 2003, 10:14:52 PM1/2/03
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I replaced my hard drive after activating TT. The first tech support person
said, "So, your hard drive crashed?" Like an idiot, I was honest and said,
"No, I just replaced it with a larger hard drive." He then proceeded to
give the stock answer about the licensing policy, "You can only install it
on one computer..." Miraculously, he checked with his supervisor and came
back with a code when I assured him that everything else on the computer was
the same and that the old hard drive was wiped clean and reformatted.
Intuit gave me a new code, but it took over a hour and a half with tech
support (one guy on the phone and two different chat guys) for them to
effectively commumincate to me what I had to do to reactivate.

The number I was given was a new 18-digit *product* code. You have to
reinstall TT and enter the new *product* code during the installation, then
TT goes out on the net and activates when installation is done. What took
an hour and a half was they originally told me that they were giving me an
*activation* code, and the only place to enter an *activation* code is in
the telephone activation option, which lists a product code and request code
and asks the user to enter a 20-digit activation code. The tech support
person on the phone and the first tech support guy on chat "guaranteed" me
that the code would work and were puzzled when I kept getting error messages
trying to enter an 18-digit number in the 20-digit field. After a long
session with the second tech support person, I finally realized that they
gave me a product code to be entered during installation.

I could have communicated this more effecively in 30 seconds by saying, "You
need to reinstall TT and enter this new 18-digit Product Key which you will
be prompted for during the install."

Well, at least it's working, so I'll be a TurboTax customer at least one
more year. Don't know if I'd want to hold Intuit stock for that long,
though.

Oh, and I guess I'd better not even think of doing a flash update of my BIOS
until after April 15th.

> O. H. Andreas: the program takes and generates the request code using the
> system BIOS settings and the Hard Drive Information
^^^^^^^^^^

"Ernie Klein" <eckleins...@pacbell.net> wrote in message
news:eckleinspammenot-2D...@news.newsguy.com...

Bob L

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Jan 3, 2003, 11:58:35 AM1/3/03
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If every software company had this policy, no one would ever buy a new
computer. Tax Cut here I come.

"Flogodino" <Flog...@yahoo.com> wrote in message

news:v19e5a2...@corp.supernews.com...

Ernie Klein

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Jan 3, 2003, 12:54:14 PM1/3/03
to
In article <%ijR9.544527$WL3.146521@rwcrnsc54>,
"Bob L" <rala...@attbi.nospam.com> wrote:

> If every software company had this policy, no one would ever buy a new
> computer. Tax Cut here I come.
>

You have got it!

Think bigger than Intuit and TT. If Intuit gets away with this and
their bottom line reflects an overall increase in profits, and the
amount of increased revenue outweighs the lost customers, then look for
other software venders to to the same thing (maybe TC next year) then
where will you go?

-Ernie-

Steven Scharf

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Jan 7, 2003, 10:38:29 PM1/7/03
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Ernie Klein <eckleins...@pacbell.net> wrote in message news:<eckleinspammenot-A3...@news.newsguy.com>...


> Think bigger than Intuit and TT. If Intuit gets away with this and
> their bottom line reflects an overall increase in profits, and the
> amount of increased revenue outweighs the lost customers, then look for
> other software venders to to the same thing (maybe TC next year) then
> where will you go?

True, but the thing is we won't really ever know if an increase in
profits was due to the copy protection making people who used to steal
the program now pay for it, or if a decrease in profits was due customers
that used to pay for the program switching to TaxCut.

You can be sure that Intuit made an educated guess on the number of
customers they would lose with this scheme. I have my doubts though.
People that are too cheap to pay for TurboTax will either buy the
cheapest product that will perform the same function (H&R Block's TaxCut)
or steal it. Typically software companies put out wildly high estimates
of their losses due to piracy; they multiply their estimate of illegal
copies by the MSRP of the application and declare the result to be their
losses. The actual losses to piracy are much less since most people that
steal the software would not pay for it under any circumstances, while a
percentage of honest users will stop buying the product if it is burdened
with an onerous copy-protection scheme.

Time will tell.

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