Wednesday, September 30, 2009

Top-notch customer service

The hard drive on my computer failed recently, and I had to install a new one.  Luckily I had backed up my data, so the replacement went well.  But I use Quicken to keep my financial records, and look as I might, I could not find the software disc anywhere.  Backup data is not of much use without the software.

So I was resigned to buying another copy, when I thought of contacting Intuit directly.  The web site said that telephone support was not available, but live chat support could be obtained.  So I logged on and soon began a very pleasant customer service chat.  

I explained my problem and fairly quickly was offered a replacement disc, at about half the retail price.  But I knew that Intuit offered downloads as well, so I pointed out that I had bought this program 5 or 6 times over the years (it is often upgraded) and that I buy Turbo Tax as well every year to do my taxes.  I asked if I might get a free download replacement.

Then the magic customer service words: "I accept your request."  :)  I was given a download code, was easily able to download the software, and was up and running again.  No hassle, just the result I needed, in a friendly way.

That is how customer service should always work.

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