Quote:
Originally Posted by peterbrian
Incidentally, the time stamps on some of our emails from Bookeen suggest that they are working all night !
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Honestly? They
should be working all night. And all weekend, for that matter. Yes, I understand that the late arrival of the latest shipment of Cybooks was undoubtedly beyond their control, but they originally made a commitment to ship them out between the 14th and 18th. They made an additional commitment to a number of buyers via email, stating that their orders would be shipping Thursday (the 20th), now that the stock has arrived. Therefore, they should be working 'round the clock to honour that commitment. That's just good business.
Especially for a small business. Right now, I'm sure there's more folks than just me thinking that, if only they'd ordered a Sony PRS-505 from a store that had it in stock, they'd have had it by now... Small companies need to work
harder to keep their customers happy because every customer counts to a much greater extent than in the case of a big company like Sony.
Also, holidays coming or not, they should be shipping them out. Having someone available to receive the shipment - or making arrangements to pick it up from Fedex's offices - is the responsibility of the buyer. Holding off on shipment so that it would arrive after Christmas should (and, hopefully, would) only happen at the request of a buyer; it should absolutely not happen by their own decision.
I have to say that I'm rather dissatisfied with my experience as a Bookeen customer at this point, and well on my way to being
extremely dissatisfied. I'll probably be shopping for an ebook reader for my mother at some point between now and Mother's Day, and the Cybook is going to have to be pretty darn impressive to make me consider buying another Bookeen product. Even if I could, theoretically, avoid some of the headache by ordering through NAEB, the fact remains that Bookeen's disorganization and poor customer relations is inevitably going to directly and negatively impact NAEB's reliability as well.