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Summary:

After ranting about my difficulties activating my copy of Intuit QuickBooks 2003 I was contacted by an Intuit customer advocate (nice title) who not only personally made sure my program was properly activated and registered but also informed me they were sending me the latest version […]

After ranting about my difficulties activating my copy of Intuit QuickBooks 2003 I was contacted by an Intuit customer advocate (nice title) who not only personally made sure my program was properly activated and registered but also informed me they were sending me the latest version of the program.  This was all unexpected and a very fast response to my original blog post. I must commend Intuit for looking for customers who are having problems with their programs and then taking the steps necessary to make sure they are happy with the results.  Maybe they should take a hard look at the current activation scheme and do what they can to improve the system to minimize potential problems such as the one I experienced.

  1. You’re pretty lucky so far – seems like quite a few companies get wind of your blog and comments when things don’t work out so well (this and copernic, at least). Wished that they read more blogs about complaints :) or at least had better response times for people who don’t get high readership…

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  2. What this demonstrates and that we’re seeing more examples of is that companies are taking Scoble’s advice to heart and doing active internet searching for any negative mentions about their company or product. Companies that aren’t doing this are just plain crazy as it is a simple way to find out what people are saying about them. I didn’t even contact Intuit directly, they contacted me first. This shows a good proactive mindset that customers will benefit from.

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  3. Glad to read that Intuit did the right thing for you, jk. I hope they heed your recommendation to fix the problem, not just your case. I don’t suppose the representative gave you any sound reasoning to your point that updates are way too expensive for the increments in functionality? I have the same complaint . . .

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  4. You’re quickly becoming the Clark Howard of Internet hardware and software customer advocacy.

    Good job!

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  5. Out of curiosity, how much did your “internet fame” have to do with the service you received? Can “regular” folks expect the same sort of service and resolution or is this just a way of getting you to stop bad mouthing Intuit?

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  6. Victor, that’s a fair question and one I can’t answer. But, I do know that companies who are listening to their customers, no matter the source, stand a much better chance of providing good customer service for all customers. I cannot help if I am “known” to companies like this but can only say what I need to say when they don’t treat their customers correctly.

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  7. jk, I think it’s good that Intuit responded to your blog. I’m not sure they deserve to be commended until they provide a means through which anyone can be helped, not just leading IT professionals. In my experience, most good vendours provide at least an email communication and do seem to answer them appropriately.

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  8. The reason I commended them was not only for how they handled my case but how they are going to fix the system that is broken. They are tracking my phone calls to the automated activation system for the purpose of figuring out why I was put in an “electronic circle” so they can fix it. I believe they are genuine in that endeavor which I think is great.

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  9. Paul Rosenfeld Wednesday, May 18, 2005

    I’m the QuickBooks Online Edition General Manager as well as the Acting Leader for our Community efforts (another fancy title :-) for QuickBooks customers like yourself.

    Speaking on behalf of our new team of Community employees, as well as for the good intent within all Intuit employees, your pain and vocal advocacy did not go unnoticed. While I’m not yet involved in fixing this specific problem, I will share that this pain of yours is making the rounds of executives and will be used with many Intuit employees as a powerful example of how Intuit employees can do more right by more of our customers.

    You can also see an example of how we’re trying to better connect with our customers by visiting our very own blog at

    http://quickbooks_online_blog.typepad.com/blogmain/

    Again, thank you very much for taking the time to write it down. I believe the power of blogs like yours isn’t so much that it enables people to have a voice that compels companies respond, but that it’s so easily visible to find out the pain in the first place that solving the problem becomes an easier process. While unfortunate that the world works this way today, blogs and people like you move us forward towards a better place.

    Paul

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