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At Quicken Loans, A Culture Geared To Customer Service - NYTimes.com

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DAN GILBERT VINTON BUILDING DETROIT
AP

REMEMBER the recent column about DailyCandy, the e-mail service for discount deals, and the customer who sent e-mails for six maddening months, trying to get an $85 refund?

Well, after the matter was thoroughly investigated, we learned that an employee at Group Commerce, which handles DailyCandy's order fulfillment, had marked the refund as paid, even though it wasn't.

Read the whole story at New York Times