06-23-2009, 08:38 AM | #1 |
Addict
Posts: 394
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Join Date: Apr 2009
Location: Bristol, UK
Device: Waiting for a kindle!
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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! |
06-23-2009, 09:16 AM | #2 |
Grand Sorcerer
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Join Date: Jan 2007
Location: Tampa, FL USA
Device: Kindle Touch
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Nice to hear.... thanks.
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06-23-2009, 05:07 PM | #3 |
I need a holiday!
Posts: 1,227
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Join Date: Dec 2008
Location: Scotland
Device: PRS-505, ipod touch
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That is great to hear -- thanks for spreading the word about your positive experience!
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06-24-2009, 11:41 AM | #4 |
Zealot
Posts: 139
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Join Date: Mar 2009
Location: Texas
Device: Astak EZReader, Dell Axim x50v, iPod Touch, nook
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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.
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06-24-2009, 11:46 AM | #5 |
Member
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Join Date: Feb 2009
Location: Illinois
Device: ebookwise 1150, itouch, PRS 600 & Kindle2
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Great to hear that the publisher stood behind the ebook and had fantastic response time to take care of the customer.
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06-24-2009, 02:43 PM | #6 |
Created Sigil, FlightCrew
Posts: 1,982
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Join Date: Feb 2008
Device: Kobo Clara HD
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See now that makes me more likely to buy books from Macmillan.
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