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

NYT: Quicken Loans An 'Oasis'
Cleveland Cavaliers owner Dan Gilbert talks with the media at a press availability at the Cleveland Clinic Courts in Independence, Ohio on Tuesday, June 8, 2010. (AP Photo/Amy Sancetta)
Cleveland Cavaliers owner Dan Gilbert talks with the media at a press availability at the Cleveland Clinic Courts in Independence, Ohio on Tuesday, June 8, 2010. (AP Photo/Amy Sancetta)

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.

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