Nothing is Ever as Easy as They Say: My Afternoon with H&R Block
Posted: Monday, January 17, 2011
by Dianne Lehmann
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How often have you heard someone say, "It's easy as pie," or "It's easy as 1-2-3?" And how often was it actually that easy? Besides, pie has never been easy for me. My crusts always come out heavy and hard instead of light and flaky.
It's tax time. Whoopee. I hate tax time. If I thought I could actually get together every little thing that was necessary to do our taxes in one place at one time, I would consider going out and having someone else do it. It's just that I spend days getting it all together (or at least I think I've got it all together) only to sit down to actually do our taxes only to discover I don't have it all together and the search for the missing information starts.
The first year I used it, I purchased the CD in a store. I got exactly what I wanted, which was the software that would also allow me to file for my small, personal business. The second year I used H&R Block, they sent me an unsolicited CD in the mail that would allow me to upgrade to the software that covers self-employment. Both purchases were fairly simple and straight forward.
This year, there was no CD in the mail. Instead, I got an e-mail directing me to click the link to purchase and download the software that I wanted. They assured me that it was fast and easy. Hah!
First, I had to go through many steps just to get to the point where I could purchase the proper software. The purchasing procedure was much as most such things are. Then when I had completed that and they confirmed that they had my "money," I was directed to download the software. So I clicked the Download button. It took about five minutes and then I was instructed to first save it to my Desktop (which I did) and then "run" it to install it.
Well, now, my first clue that all was not right was the fact that the icon it put on my Desktop looked nothing like last year's icon. It was this little garbled mess of colors that looked like a child's scribble and the title beneath it was a hodgepodge of letters and underlines that made no sense to me. But I double clicked it anyway and got a box asking me if I wanted to run it or save it. So I thought, well fine, they told me to run it in order to install it. I clicked "run." It went through some fancy gyrations and then a small window opened up. It was Notepad and had instructions for installing the software. It went something like this:
1. Navigate to the HR Block set up folder – C:\program files\HRBlock2010\setup
2. Double Click the HR Block At Home installer
3. Follow the on screen instructions
4. If you have any trouble following the instructions, please go to
www(dot)hrblock(dot)com/helpme
I sat and thought about this for a minute or two and then clicked the Start button at the bottom of the screen. I clicked on My Computer and then I double clicked the "C" drive icon. Then I double clicked on the folder labeled Program Files hoping that the Set Up would be in there. All I got was a big screen message saying that I shouldn't mess with these files if I want my computer to continue to function properly. I do not ignore such messages and I exited that.
So I went back to the Start button and tried looking in All Programs. H&R Block 2008 was in the list along with H&R Block 2009, but 2010 was no where to be found. I sat and thought about this for a couple of minutes and then I went to the website they recommended. Oh joy. That was so less than helpful that I can't even describe it. I spent way too much time trying to make it give me what I wanted to no avail. But … the website did list an 800 number that I could call for assistance. I sat and thought about that for a few minutes. I'm a very thoughtful sort of person. I wasn't always so, but I've learned better over the years.
Next I did everything I could think of to make myself comfortable for the next how ever long it might take. I got some water, ate a quick snack of dried fruit for energy, relieved myself of excess fluids, put on my hands-free head set and plugged it into the phone and then sat there for a moment and asked myself if I was really ready to do this right now. After some hard deliberation, yes was the answer and so I dialed the number (and why do we still say dial anyway?).
After navigating my way through an amazingly brief phone tree and a not at all unreasonable wait, I was connected with support person Patrina. She did not have an accent that I could not understand for which I was grateful. She did, however, have an English-is-not-my-natal-language accent.
We spent a total of 53 minutes and 58 seconds (my phone very obligingly keeps track of such things) on the phone together. Much of it was with me on hold while she researched what the problem might be and came up with one thing after another for me to try. I won't reproduce here that chain of events. I don't think I could even if I wanted to. There must have been a dozen different things that we tried. I got tired of repeating myself and I think she got tired of it too. But, I knew only what I knew and couldn't tell her any more than that.
I ended up having to re-download it from a slightly different web address than the initial one I used (which was the link they sent me in that e-mail). There were a few more arcane contortions and then I finally got the set up wizard. Yeah! I told Patrina that I thought I could take it from there, but she gave me my Case number just in case I had to call back. I did not, thank goodness.
Patrina told me that shortly I would be receiving an e-mail asking me to complete a survey about my customer service experience. She asked me to please complete it. It has been over twenty-four hours since then and it still has not shown up in my inbox (or in my junk mail box). I'm beginning to think that it never will. And maybe that's a good thing. While Patrina was very nice and patient and stuck with me until my problem was resolved, I don't think I would have anything nice to say about any of the rest of it.
If I don't get a CD in the mail from them next year, I will most likely go out and buy one. I do much better when I have something in my grubby little mitts. Not that it's any kind of guarantee of success or ease. But it would eliminate the whole I'm-sorry-I-guess-it-got-lost-in-the-ether thing.
The next time someone tells you something is easy, just remember the title of this story. And also keep in mind my Rule #13: Everything takes at least three times longer to accomplish than you think it will.
This Article has been viewed 1,237 times. (Not updated in real-time.)
Top-level comments on this article: (4 total)This kind of illustrates my love/hate relationship with computers. Love 'em when I know what I'm doing, and it works. Otherwise.... (btw, "when I know what I'm doing" is a big part of my love/hate.)
Another good article, Dianne.
Hi Joyce.
Thanks!
I keep telling myself that I love my computer, but there are times when ... well it frustrates the heck out of me. But I've learned a lot about the darn thing over the years. Still, not nearly enough. But then it's like that for a lot of things. Like my car, when it's running properly it's great. When it's not ... Anyway, I've just learned that I can change the oil almost all by myself and that's a good thing. You know, always learning new things.
Thanks so much for reading!
Hugs,
Dianne
I concur with if something says it's easy and it turns out to be something different.Hi James.
Yes, it's best to take such statements with a grain of salt, as they say. :)
Thanks for stopping by and for leaving a comment.
Hugs,
Dianne
Hi Dianne, thanks for the tip. I use Turbo which has served my needs well. But as you, I don't like downloads (though you can't escape updates.) I shant download the basic software. Being a do it yourselfer, I must say I'll take the software over the Public Accountant approach. None of which are must fun.
I'll wish you happy sailing and a bushel of return money from the IRS.
Best to you,
JohnHi John.
You're right, no matter your approach, doing taxes is not fun. I still haven't received W-2's or 1099's. I'd really like to get this all going so I can get it all done! :) I will say this, I do prefer doing our taxes on the computer as opposed to entirely on paper.
I am hoping for a refund this year. I think it is likely because Bernd was unemployed the first five months and I continued to pay our estimated tax anyway. Silly perhaps, but they make all these dire threats about not paying in enough each quarter and fines and such.
Thanks for reading and commenting!
Hugs,
Dianne
What a nightmare Dianne. Somehow, cyber-related nightmares are so much more frustrating - or at least they are for me. There's something about the alone-ness of it or something... Glad you got it sorted out.Hi Jennifer.
I think it's because you can't put your hands or your eyes on it. You've no real idea of what the problem might be. And if you're me, you've no good idea of how to fix it.
And I hate trying stuff, especially with the computer, because I never know what I might mess up. Argh.
But yes, it's all fixed now. Hooray!
Thanks for reading!
Hugs,
Dianne
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