Just about two weeks ago, I mentioned that customer service was really on the decline. Within perhaps 48 hours of that writing, I received a note from a rep who worked for Intuit, and he wanted to know if there was anything that he could to to help out.
Now those of you that read the post may take away a couple of things from this. First, the post in question wasn’t specifically directed to Intuit, though it did mention one of their products. This shows the power of the world we live in. It was never mentioned, but I suspect the person – or one of their coworkers has a search feed set up so that anytime the company name or product name comes up, they are notified.
If you ever saw the movie Summer School, it’s like when Chainsaw and Dave write the sunglass company about how unhappy they are about the product. Except I didn’t write them. I wrote to the world in general and they just happened across it. Cool.
The other thing that is interesting is that much of the frustration that I was experiencing, while it can be attributed to the product, was actually the fault of retailers in general, and not specifically the product or Intuit specifically. Yet he still wrote, and offered his assistance, including researching a specific issue and help getting things registered.
Now I’m sure that this is a costly exercise for them, but it shows that at least one company is indeed interested in customer service after all. It does remain to be seen if it will all work out, but it’s certainly a breath of fresh air that it happened.
After all, I’ve contacted CompUSA directly and never received a response. I’ve asked to talk to a manager at Sam’s and been told I was out of luck. I just mentioned a few things off the top of my head, and Intuit heard and responded. That’s nice, and chances are good that because of it, they’re likely to gain some goodwill down the road. Big thumbs up.