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In my recent damaged goods purchase, I contacted the seller, the publisher and the author. Which one of those three didn't respond to me? The publisher.
The author did say he would forward my letter to him, to the publisher. I'd expect that letter to get a lot more action than my letter to the publisher.
But if the publisher does not respond, they are only shooting themselves in the foot. With continued actions like that, the consumer base will eventually shun products by Big Pub, and go to the smaller and indie pubs that actually respond to customers.
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