Good customer service from a publisher

ruth1304 · 06-23-2009, 08:38 AM

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!

pilotbob · 06-23-2009, 09:16 AM

Nice to hear.... thanks.

Curly · 06-23-2009, 05:07 PM

That is great to hear -- thanks for spreading the word about your positive experience!

jes1 · 06-24-2009, 11:41 AM

We hear so many stories about bad customer service. It is always good to hear about the good things that happen. People often seem to ignore those things.

lele · 06-24-2009, 11:46 AM

Great to hear that the publisher stood behind the ebook and had fantastic response time to take care of the customer.

Valloric · 06-24-2009, 02:43 PM

See now that makes me more likely to buy books from Macmillan.

06-23-2009, 08:38 AM	#1
ruth1304 Addict Posts: 394 Karma: 1546 Join Date: Apr 2009 Location: Bristol, UK Device: Waiting for a kindle!	Good customer service from a publisher 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!

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Kindle customer service is very good if you nag a bit	speakingtohe	Amazon Kindle	4	09-26-2010 04:55 PM
Sony Customer Service or Not	the_callant	Sony Reader	2	04-27-2010 06:30 AM
PRS-600 M-Edge A1 Customer Service	Kevin2960	Sony Reader	6	03-03-2010 09:30 AM
How is our customer service to you?	Robertb	Astak EZReader	63	10-01-2009 10:12 AM
Swingline Customer Service	desertgrandma	Lounge	13	06-02-2009 05:24 PM

06-23-2009, 09:16 AM	#2
pilotbob Grand Sorcerer Posts: 19,832 Karma: 11844413 Join Date: Jan 2007 Location: Tampa, FL USA Device: Kindle Touch	Nice to hear.... thanks.

06-23-2009, 05:07 PM	#3
Curly I need a holiday! Posts: 1,227 Karma: 4622 Join Date: Dec 2008 Location: Scotland Device: PRS-505, ipod touch	That is great to hear -- thanks for spreading the word about your positive experience!

06-24-2009, 11:41 AM	#4
jes1 Zealot Posts: 139 Karma: 698 Join Date: Mar 2009 Location: Texas Device: Astak EZReader, Dell Axim x50v, iPod Touch, nook	We hear so many stories about bad customer service. It is always good to hear about the good things that happen. People often seem to ignore those things.

06-24-2009, 11:46 AM	#5
lele Member Posts: 15 Karma: 40 Join Date: Feb 2009 Location: Illinois Device: ebookwise 1150, itouch, PRS 600 & Kindle2	Great to hear that the publisher stood behind the ebook and had fantastic response time to take care of the customer.

06-24-2009, 02:43 PM	#6
Valloric Created Sigil, FlightCrew Posts: 1,982 Karma: 350515 Join Date: Feb 2008 Device: Kobo Clara HD	See now that makes me more likely to buy books from Macmillan.

Advert

Advert