But the maker of Turbotax, a company called Intuit, decided to remove functionality from the Deluxe version that millions of users need — specifically, IRS Form 1040 Schedules C and D. Schedule D would be available in the Premier version. Schedule C, beyond a primitive extent, would be available only in the Home & Business version. The effect was to force users to buy a more expensive version. Worse, Intuit didn't tell anyone they were making the change. It was only when users began installing the software last month that word got out.
And there was a big stink, propelled rapidly by social media — without which Intuit would have gotten away with it, I believe. Traditional media picked up the story from social media. Score one for Twitter, Facebook, forums and message boards, etc.
Forbes explains what happened next. After several incompetent attempts to mitigate the damage, Intuit reversed the decision and offered this well-done if carefully scripted video from the CEO. Looks like they engaged a consultant on how to recover from retail disasters.
The controversy appears to be over, and consumers won. But will Intuit pull another trick in a year or two? That's the kind of mistrust that is not easily dispelled.