Intuit has been lauded in the business press in the past for their utilization of Peer Users as Customer Service. The direct support people we've seen on the forums over the years seem to come and go quickly. I have and do participate in other Intuit forums and have even had their exes communicate with me directly. There is no institutional memory into product support that is customer-facing. The people that do interact with end users can be pretty amazing, but that doesn't make it all that effective.