online unhelp
If you select the Premium service track of the online tax preparation software at H&R Block's website, it's apparently impossible to undo that step without creating a new account, with a new history. The phone support queue was consistently 50+ minutes today, so I gave the online support a try because call #1 resulted in the absurd instruction to create a new account, and call #2 got me "escalated" to a guy who flat-out told me that all he did all day was read a sales script to help people choose between products. He couldn't transfer me to the correct location from in inbound-only line. Here's the results of my online unhelp session.
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You have been connected to Mike T..
Mike T.: Hello DANIEL, welcome to H & R Block's Live Technical Support Chat! How can we assist you today?
DANIEL WABER: i need to switch from the Premium program over to the EZ program, please. i can't seem to locate a way to do that.
Mike T.: You are currently using the professional service.
Mike T.: Did you want to downgrade?
DANIEL WABER: yes
Mike T.: Please log out of your account.
DANIEL WABER: ok
DANIEL WABER: i believe I have successfully done so
Mike T.: The account has been downgraded. You will need to log out of your account and then log back in to notice the change. Then click on the Federal tab. Go to the FIRST PAGE OF THE INTERVIEW and click NEXT through the interview to re-populate your information.
DANIEL WABER: thank you, hey Mike?
Mike T.: Is there anything else we can assist you with today?
DANIEL WABER: you may be interested to know that the telephone support people are telling callers that this is impossible.
DANIEL WABER: probably not what you want them saying.
Mike T.: I downgraded you from Professional to Premium.
DANIEL WABER: wait
DANIEL WABER: i want to use EZ
Mike T.: You would have to create a new account for that. We can't downgrade that far. Do you want a link to create a new account?
DANIEL WABER: uh
DANIEL WABER: then i lose my years of history
DANIEL WABER: that would be a Bad Thing
Mike T.: You would still have them in the one account.
DANIEL WABER: the previous years of history would be accessable from the new username?
Mike T.: No
Mike T.: But just remember the account information for the account you have now.
DANIEL WABER: i've paid for no product here
DANIEL WABER: so there's no downgrading that should be un reversible
Mike T.: Not sure what you're asking
DANIEL WABER: this is not an unreasonable request, particularly when there's zero indication upon beginning the process that the path to EZ will become irretrievably lost
Mike T.: I understand the frustration.
DANIEL WABER: I am asking to use the EZ product this year, like previous years, and retain my history from previous years
Mike T.: Unfortunately, in order to use the EZ product, you would have to create a new account.
DANIEL WABER: that's absurd
DANIEL WABER: is there a way to escalate this?
DANIEL WABER: because if not, you may add me to what is sure to be a growing list of former customers
Mike T.: I can escalate the complaint. I will make my management that you are unhappy with the process.
DANIEL WABER: thank you
DANIEL WABER: how should I proceed at this point?
Mike T.: I understand the frustration. I will give you a code to take ten dollars off the cost of the product.
DANIEL WABER: that's not what i want
DANIEL WABER: and what i want isn't unreasonable
Mike T.: I understand what you want and the process is not something I am able to perform.
DANIEL WABER: if all you're prepared to offer me is an attempt to make me LIKE an unreasonable situation, that's really just adding insult to injury
Mike T.: Taking ten dollars off the price of the premium product is essentially taking you down to the EZ price.
DANIEL WABER: it's not about the money
DANIEL WABER: i don't want the EZ price
Mike T.: Okay
DANIEL WABER: i want to use the EZ product
Mike T.: You can still get your EZ done in the premium product.
DANIEL WABER: if you can't perform what's needed, perhaps i should be speaking to the person who can?
DANIEL WABER: it's not about the end result, either
DANIEL WABER: it's about the product i would prefer to use
DANIEL WABER: a product you offer
Mike T.: You can use the EZ product, you just need to be able to create a new account through that link.
DANIEL WABER: if i'm willing to lose years of history
DANIEL WABER: that's unreasonable
Mike T.: I'm not sure I understand losing years of history. The old returns would still be retained on the other account.
DANIEL WABER: perhaps an analogy would help you understand
DANIEL WABER: let's say you have a bank account at the bank of Dan
DANIEL WABER: and you come in and want to make a deposit one day
DANIEL WABER: but you get in the Open an IRA line by mistake
DANIEL WABER: when you get to the counter
DANIEL WABER: the lady says to you
DANIEL WABER: I'm sorry, this is the IRA line, so you go get back in the line to make a deposit
DANIEL WABER: but they won't let you back into that line
DANIEL WABER: unless you open a new account
DANIEL WABER: you'll still have access to your old account, of course
DANIEL WABER: and they're willing to waive the minimum deposit
DANIEL WABER: as a courtesy to you
DANIEL WABER: all you need to do is open another account
DANIEL WABER: what's the problem with that, Mike?
DANIEL WABER: it's absurd and unreasonable, that's what's wrong with it.
Mike T.: I understand the concern and frustration. And I will certainly convey that frustration to management.
DANIEL WABER: but otherwise, you have no means at your disposal to ensure i continue giving money to your company?
Mike T.: Other than the fact that I'm willing to discount the fees for the premium account.
DANIEL WABER: understood, and appreciated, but ultimately useless
DANIEL WABER: but i thank you for your time and candor
DANIEL WABER: you may now deliver the final required message from the script, whatever it may be
Mike T.: Is there anything else we can assist you with today?
DANIEL WABER: heh, no. but thanks. have a nice day.
Mike T.: Thank you for contacting H&R Block, DANIEL, and we look forward to serving you in the future!
DANIEL WABER: right, don't hold your breath
Your session has ended. You may now close this window.
