The progress of technology has its rightful place as the cornerstone of our modern world. But, for all this progress, computers are still dumb as the materials from which we make them.

Here’s a letter I sent to Intuit today regarding their TurboTax online software, then two points.

Let me go over an aspect of customer service, because I’m not seeing this from Intuit. Regardless of what you think of a customer’s claim, you owe that customer the respect of a response answering his or her concerns.

Case in point: I did my taxes through TurboTax for the first time on Jan. 28. I live in Florida, which is explicitly a no-income-tax state. Your online software insisted that, based on my responses to the federal form, I may owe state income tax. I was incredulous, but went through the state sequence. I can recall no warning that doing so would cost me.

Of course, I didn’t owe anything. But, imagine my surprise when the software went on to charge me $24.95 for that portion of the service.

As I wrote in a note to you then, I paid it anyway because I want my return sooner rather than later. Ten days later, I’m glad I did. Based on your customer service response, which amounted to a form letter thanking me for my submission, I would’ve waited a long while to get that charge stricken from my bill, which was my original intent.

TurboTax is advertised as if using it is just like going to a tax professional. Any tax professional would have been savvy enough to recognize immediately that I didn’t owe state tax. I know; I’ve had my taxes done by a professional for the last three years. And, based on my experience with TurboTax, I expect I’ll return to having a live person doing my taxes. At least then I know what to expect when the bill comes due.

Respectfully yours,

Jeremy A. Verdusco

Point No. 1: You sound cheap. Yes, I am. I paid $2.35 per gallon to fill up my car yesterday. That $24.95 would get me to work and back for a week and a half.

Point No. 2: But what’s the big deal, it’s only $24.95? Yes, that’s’ why I paid it in the first place. If Intuit doesn’t respond (again), I’m only out $25. Principle, I say.

It’s worth noting that I paid $100 to get my 2004 taxes done, so TurboTax was a bargain. Still, it’s all about expectations. I thought it would cost me $10 to use TurboTax. When that @#%*& software added it up, it was $35. As a consumer, I don’t like surprises.

UPDATE: Ooh, another thimble-full of warm fuzzies. A second form letter in my inbox:

Thank you for your comments! We appreciate you taking the time to help us improve our products and services!

What happens next? While we do not respond to every comment that we receive, we will carefully consider your comment as we improve our products and processes.

Maybe, if I’m lucky, I’ll be among the elite few they respond to. If being forthright about pricing counts as improving products and processes, woe to the consumer.