I use TurboTax to do my taxes every year, and I’m signed up for Intuit’s AutoRenew program, which means that they send me the new version of TurboTax automatically every year when it comes out. I’ve got a credit card on file with them, and they charge the credit card when they ship the software.
A couple of months ago, I got a letter from them notifying me that my credit card was going to expire and I needed to visit their Web site to update the expiration date or provide a new credit card number. I visited the URL in the letter, updated my credit card information, and tried to save it, but the page wouldn’t let me save the information. I tried different browsers on different platforms, with no success. I finally managed to change my information by navigating through various other pages on their site to find a different interface for editing my account details, and on that interface I was able to enter the new credit card and save it.
I then sent them feedback through the form on their Web site, letting them know that the page was broken. To be honest, I expected that they would simply ignore my feedback and the site would stay broken.
Instead, a day later, I got this email message:
Dear Mr. Kamens,
Thank you for your comments of 8/8/06, regarding the inability to update your credit card on our website. You helped us identify there was an issue with the webpage and we have now resolved the problem. I wanted to apologize for the inconvenience you experienced and thank you for taking the time to let us know about it.
Turbo Tax Customer Advocacy Analyst
Problems happen. It’s how a company responds to a problem that makes a difference. The way Intuit responded to the feedback I sent them was exactly right. I’m quite impressed.