Here’s the banner for an email I recently got:
Quicken and WillMaker. Two products that go so well together. One makes you want to die and the other helps you be prepared for that moment. It all works together: Customer Service (I want to kill myself), “put your life on hold”, 2012, Quicken.
You couldn’t ask for a more cohesive piece of marketing.
And this is pretty good as well. The point of the email is “Improved Customer Service is Now FREE2”, with the footnote “Valid for 2012 Quicken customers only and available for a limited time; subject to change without notice.” So, what I gather from this is: Quicken used to charge for good customer service, but now they are doing what they should always have been doing. They won’t do it forever, though. They won’t tell you when they’re going to go back to the same old crappy customer service (it’ll just kinda start happening), and you still have to pay for it by buying the 2012 version. In other words, business has dropped off and no one is calling our support lines because they either have left us or have learned to deal with the existing bugs in Quicken. That means our support staff can help you better until enough people buy the 2012 version and swamp us with new bug reports.
And they are still pretty much the only game in town.
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