Quote:
Originally Posted by clintbradford
When you CALLED Borders customer service on the phone today (they were available eight hours on Sunday - more hours during weekdays), what did they say?
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clintbradford, there is no reason for you to be on the attack with the tone of your post. I was reporting an experience I had with Borders' new service in an effort to stimulate some discussion about others' experiences. Your post adds nothing to such a discussion.
I wish I had the
option to call on Sunday, but Borders Customer Service
closed at 1300 Hawaii time. I made the mistake of trying to order the book after 1400 HST ... a leisurely Sunday afternoon activity after first fulfilling more important obligations on Sunday morning. The book finally arrived in my online library at 1930 HST, a mere 5.5 hours later. Kinda scratched the idea of relaxing in the hammock on the lanai to enjoy the cool breezes off the ocean with a good ebook.
As for calling today, since the book
did finally arrive, I did not feel the need to call them on my employer's time or dime this morning. I can wait for their e-mail explaining the delay since the basic problem has been resolved.
I understand Borders is working with Kobo to make this electronic delivery a success, but my points were:
1) They're going to have to deliver much more quickly than this if they are going to survive in the battle with Amazon and B&N. I have been buying ebooks online from various vendors since the days of the Peanut Press and don't recall
ever having a book take more than fifteen minutes to become available after I paid for it.
2) Borders had already marked the book as "Shipped" and charged my credit card, but had not made the book available. It is not good business practice to lie to your customers or to charge their credit cards before you have delivered the goods or services. Such behaviour only builds customer distrust.
3) Their current ordering process is much too cumbersome if you are looking to order more than one book. Oh, by the way, the requirement to pay for each book separately also causes flags with many credit card companies because multiple small transactions through a single online vendor within the space of a few minutes is one way identity thieves validate a stolen credit card number and CVV. I might note here that even the much smaller Smashwords allows you to pay for several books with a single credit card transaction.
From other responses this thread has received it would seem that at least
some people are having similar problems. Would be interested in hearing how often these problems are occurring.