If you hadn't read my first post on Intuit, here's a quick recap: I called Intuit last week because I lost my CD-ROM and needed a new one sent (I should have been able to download the software from their web site, but that's another story). They charged me $20 plus shipping for a new CD and told me I'd get it in 5 days. That was 8 days ago.
I called to track the shipment. The CSR told me that the CD had been ordered on the 8th and that I should get it 'any day.' I then asked if it had actually shipped on the 8th and he didn't know. He transferred me to someone who had access to that information. I spent 5 minutes with the next person who determined that it was shipped to the wrong address... but he couldn't send another CD because he was in the Payroll department. He transferred me to someone else who would be able to help me. I waited on hold (again) and told my story to the 3rd person, who then informed me that he couldn't help me because he's in Technical Support... but he'd be happy to transfer me to someone who could help me. I'm now on hold with the 4th person who, it seems, can actually send out a new CD to the correct address for delivery tomorrow. This has got to be the worst customer experience I've ever had. What a colossal waste of time.
Just thought I'd share the antithesis of the buyer-centric philosophy for your enjoyment. I'm still on hold.