TurboTax Commitments

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From: Mike Block - QuickBooks Tax Cut C.P.A. [mailto:blocktax@mindspring.com]
Sent: Saturday, February 01, 2003 4:36 AM
To: Cook, Scott
Cc: Allanson, Tom
Subject: Re: TTAX and Product Activation.

By the way Scott, users cannot check out the http://www.turbotaxsupport.com/ link to Product Activation unless their browsers accept cookies. I think that is a big mistake.



----- Original Message -----
From: Allanson, Tom To: 'Mike Block - QuickBooks Tax Cut C.P.A.'
Cc: Seoane, Erik
Sent: Monday, February 03, 2003 10:16 AM
Subject: RE: TTAX and Product Activation.

Mike... I have looked into the issue around cookies in our support site. This allows us to analyze the way people are using the site, so that we can improve it for the future. As far as privacy is concerned, we never store any PII in the cookie, and we only capture the customer's name if they opt for live support. Even for live support, we allow the customer to opt out of sending us their "clickstream" if they do not wish us to know what they were doing on the site.

The ability to analyze user behavior has allowed us to make significant improvements to the support site. Compared to last year, the number of documents views and hits per customer are much higher, indicating that customers are finding more useful information.

We are not hearing much about this and believe it is important for site improvement but I hear you and will see if we can come up with an easy solution for those not wishing use the site as it is presently set up.



----- Original Message -----
From: Allanson, Tom
To: 'blocktax@mindspring.com'
Sent: Monday, February 03, 2003 10:13 PM
Subject: Cookies

Hi Mike...I wanted you to know that the team is looking at options to this issue. How many people are you hearing from about it? We are not hearing much and feel the benefits for customer navigation more than justify the use. As I said in my earlier email, we store no PII and only transmit clickstream to a rep if the customer approves.

We still have not found one customer that has a CD burner which will not function due to TurboTax. We also found one person that was having difficulty with TurboTax activation on a Windows 98 OS but the OS was not per Microsoft standards. Once the system was updated to MS standards, TurboTax worked as planned. The bottom line is that I still see people complaining about these two issues on the chat board and no one is talking to us about the problem. I am starting to think there is no real problem in these two areas... If you find any send them my way.