Originally Posted by raac
Yes, over e-mail it wasn't very impressive. Just a dismissive "we can't help you, sorry." Over the phone the issue got escalated and was dealt with right away. I told them both that I'd bought it assuming it was a the second edition and that it had formatting issues.
So it required the attention and *paid* time of a couple employees at least one of which had enough supervisory authority to make a judgment call.
On the other hand, Amazon websites simply automate the return process and save a couple bucks while earning a bit extra goodwill.