In an e-mail to customers today, Quicken Australia chief executive Greg Wilkinson said refund of the fee -- first imposed from about 11 March 2003 -- would apply to customers who re-registered Quicken Personal versions 2004 and older and QuickBooks versions 2003 and older.
Wilkinson also said the company would update its product packaging to alleviate Australian Competition and Consumer Commission concerns "that the imposition of the re-registration fee was not made clear prior to the purchase of the product".
The executive conceded the imposition of the fee had prompted customers to complain to the watchdog.
Customers are required to register with the company to combat piracy as most versions of QuickBooks and Quicken Personal are licensed for single use on one computer.
Wilkinson said the offer included an AU$45 discount for customers to upgrade to the latest version of the software they were using. However, all applications must be made by 30 June.
He said the company had now implemented a "secure online system" to manage future re-registrations.
"We'll give you a $9 refund if you spend $45 with us" - sounds like the marketing people have got this wrong (yet again).
About time Quicken woke up to the fact that they have lost a lot of customers to the opposition because of their foolish actions - they have walked just on principle - pity it took the ACCC to bring them to their senses. We've been giggling behind our hands while recommending the opposition, and telling the customers why. In most cases they have been awestruck and taken our advice.
Your licensing system must be flawed if the customer has to keep re-registering it manually, and having to use up your support resources to do so. You should build this into your costs of the product, or change the licensing regime. If you can keep accounts and track real money, surely a licence number cannot be too hard to keep track of?