The title of the blog post (excerpt below) says it all.
Kudos where kudos due, this short story show how customer support is supposed to work today.
24 August, 2009 (19:28)
This weekend my laptop had a total meltdown on the drive and I lost all my data (may still find a way to get it back – yet to be determined) due to a combination of a Windows update gone bad (first one in 14 years) and the incomplete removal of Linux (Grub boot loader remained.) For whatever reason the .net framework update completely munged on my computer and in doing so it wiped out the MBR (master boot record). Now normally that’s not a big deal you simply …
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Now I need a Windows computer for work and I needed to be at work this morning so I thought well screw the data I’ll go buy a copy of Vista and install it. Off to the only local store open on a Sunday …
Enter my new HP G60-439CA
Well I’m back up and running and if I can get XP installed on the old one I might still retrieve my data as I have XP backups on an external USB drive but Vista does not know what to do with them.
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Anyway to the title of this post. The one thing that had me sweating bullets was the loss of Quicken.
Now I regularly back it up to an external USB drive and when I bought Quicken 2009 I saved the downloaded install file to that same drive. So after I got my new laptop up and running I went to reinstall Quicken from the saved file and uh oh I got file corruption errors.
After buying the laptop I have no funds left to buy yet another copy of Quicken – especially since they forced me to upgrade just two months ago when they expired online banking in my 2006 version. So I visited their site and contacted their email support team, explained my problem, used all the same contact info I had used when buying from them and waited hopefully for a positive response.
That was late yesterday afternoon and this morning I received an email from them with a link to download a fresh version of the install file, no questions asked. It installed perfectly and I was able to import my data from the 2 day old backup with no problems at all. So I want to take this opportunity to really thank Intuit software and the Quicken team for coming to my rescue like that.
I’ve been a Quicken customer since the mid 90’s and I will stay one for as long as I can now. It’s the best money manager out there and that was tremendous customer service.
(Disclosure: Intuit is the spnsor of this blog)
The moment where the customer gets real and satisfying service .. what hundreds and sometimes thousands of people in a single company strive for.
It’s a real, and randon, blog post from a guy I know who has no incentive whatsoever to post this story on his blog. That’s why I noticed it, and why it’s such a good example of doing things the right way, the customer-centred way. Well done.
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