For those of you who have followed my agonizing experience trying to get a replacement QuickBooks CD, I still have not received it. Apparently no one realized (or bothered to check) that the warehouse had no CDs in stock, and therefore the thrice-promised overnight package was never sent. When I called this morning (call #6) to explain the situation again, the rep put me on hold to speak with her supervisor. When she got back on the line, she informed me that they wouldn't be able to send me a CD until mid-January, but they'd be happy to give me a discount on a newer, in-stock version. So for a mere $100, I could get my software tomorrow, 3 weeks after it was requested. Completely unacceptable! When I then spoke with the supervisor, he was resistant to sending me a CD for free... until I mentioned the fact that I'm publishing this entire story in my business weblog and that Intuit was likely going to lose not only my business, but a lot of other potential business. He suddenly became very nice, mentioned that he had some CDs (newer version) handy right in his cabinet, and he'd be happy to overnight it for tomorrow a.m. delivery, for free. Ahhh, the power of connected consumers. This is just the tip of the iceberg; I can't wait to see how weblogs transform business in the next few years.