Because my nephew wanted to download some songs and had won an instant 10 song download from some H&R Block contest, I decided to be a nice aunt and redeem it for him.
After adding my information and submitting, I realized the e-mail address I used for my sister was one letter off before I hit submit - no big deal, or so I thought.
I called the number provided in the FAQ questions, I was transferred to someone who then told me they couldn’t help me who then transferred me back to the last person I was talking to, who then told me that it was software support who needed to provide me with the code…I’m dizzy thinking about it.
Let me just skip to the sixth and final person I spoke with. She had me go to the H&R block website, do a search so I could find the FAQ page (that I had just finished reading), so that I could go to the music store website just so she could tell me there was nothing she could do for me. Very literally.
Once she asked if I clicked on the link (to go to the music store website), and I told her yes, she then told me there was nothing else she could do. Did that make sense to you? Oh, it didn’t make sense to me either.
While we’re on the phone, the agent actually had the nerve to get rude with me and said “This is Tax Cut, we cannot help you.” She said it in a way that people would mock speak to a slow person.
Now, I didn’t know that customer service agents were supposed to be rude to their customers. Maybe I could understand it if I were asking a question about Tax Cut or whether Tax Cut could help me - but I didn’t.
So, I repeated my question, “Is there anyone at H&R Block - outside of the Tax Cut software customer service area who can help me?”
Her response? “Listen Ma’am, this is Tax Cut.” (blunt stop, it sounded like she actually spit when she said the last ‘t’ in Cut). “There is no one who can help you.”
Thank you H&R Block customer service agent for not a damn thing. Frankly, I’m glad my sister’s the one who filed her taxes with them and not me.
April 11th, 2006 at 7:09 pm
I had the same problem–sort of. the card didn’t tell you to keep it and it said that they would email you the code. so, I didn’t save the card. I went to the email–never showed up. Now, they tell me they can’t do anything. Next year I’ll save the money oon the taxes, do it myself, and buy myself the songs. It was poor system design on their part and even poorer instructions (not telling you to update your email until the end, which when I went to do so the winning “card” disappeared. Sheesh. I feel cheated and I’m sure if the system generated they could recover it and send it to my appropriate address. They found a help email I wrote and a transcript from live chat. They just don’t want to make that happen (not the help people, they are just clueless).
April 13th, 2006 at 12:59 pm
Hey Deb,
Glad to hear I wasn’t the only one H&R Block was giving the run around.
You’re right that their contest was poorly constructed and executed.
Hopefully the next time they plan something like this, they’ll actually have the forethought to give their customer service agents some proper training and set up a dept to handle any problems that may arise.
(Were they thinking that everything would run smoothly without a single hitch or something?)
~ Teli