[ruth1304]

I will complain if I think something does not meet the standards I expect, so I felt I should tell everyone about a good experience I had.

I had a book with formatting problems - the special characters all looked very strange. It wasn't just on my reader, but also in Digital Editions, so I knew it wasn't a problem caused by my reader.

I'd bought it from Waterstones, and it was published by Macmillan. I wasn't sure what to do, as Waterstones just supply the file they're given by the publisher, so all they can do is go back to the publisher. I contacted Macmillan last night (by email) and I had an email from them today asking a few more questions and I have already received an improved epub file from them without the problems, and they are now trying to find out how the problem arose.

I was impressed by how quickly they sorted it out, and by their communications. Not only did they reply but I was given a direct phone number in case I wanted to speak to someone. And I have a file that works in less than 1 business day.

I'm pleased to have a good customer service experience after all the problems I've seen raised!