*OFF TOPIC* Spots, thanks for sending this email about your experience with Intuit support. Unfortunately, with as many people in customer support as Intuit has, and as many customers, incidents like this sometimes happen. Also, lest you think I'm dismissing this as an isolated case, there clearly was a period a while back where the whole level of customer support Intuit was delivering was not up to the standard the company, and more importantly customers, set.
The thing that for me differentiates Intuit from other companies I've worked for is that when problems crop up, there is a general effort to try and work out what *systemically* was wrong that caused the problem in the first place, and to try and fix it.
On the specifics of this discussion, if you're inclined to send me the details (private message perhaps rather), I'd be interested to see them. It's unclear if you mean regressions regarding quality or features. On features, it's generally very hard to take out a feature once it has been in any product, because some users will be using it. Maintaining old features in new versions though does (sometimes) have a cost, and this occasionally means that in the interests of focusing on new features that benefit the broader group of users, support for little used features in new versions is occasionally withdrawn. The hope is that for most users, even most who used such a feature, the benefit of all the new stuff outweighs any disbenefit. Of course, if that's not the case, any user can just choose to not upgrade, or even get a refund if the upgrade doesn't meet expectations and they want to go back to the old one.
None of that is to make excuses for the Intuit customer service manager being rude to you. (If you want to include the name of the individual in your private message, by all means do, and I may be able to send a few follow-up emails).
Regards, Roger. |
