...I'd send this to your e-mail address if I could find it, but the link on
for Lexis Publishing on Bender sends you to Lexis-Nexis, not Lexis Pub. I'm
guessing you monitor this list, like most publishers. Anyway, here's my
complaint:
I call Customer Service a little before 4:00 L.A. time. The call goes
through, someone picks up, because I can hear conversation, then I'm
disconnected. (Inadvertently?) I call again, I get a recording saying all
agents are busy, please hold. I hold. Two minutes later, I'm disconnected
again. I call again. This time, not even a recording, just an empty line. I
call again, recorded message, I hold 10 minutes, no reply. I call again -
silent line. I call again several more times with similar results - FINALLY
someone answers. I ask him if there is a problem with the phones and explain
what happened. He says he's aware of no problem. I tell him he should check
it, because it's very annoying to spend twenty minutes trying to get
through. He tells me he has more important things to do than check the
phones...no apology, no sympathetic noises, just "Hey, it ain't my job"...at
this point, I began to get just a bit testy. I ask to speak to his manager.
He says there is none. I ask for his name. He refuses to give it because he
doesn't like my attitude. We go around for several more rounds and I finally
tell him I'll call a manager tomorrow to tell them that they shouldn't hire
an EXPLETIVE DELETED like himself for Customer Service. (I know I shouldn't
lose my temper - it's unprofessional, but since professionalism is a concept
this individual was clearly unfamiliar with, I feel less guilty.)
At any rate, I would appreciate a call from someone both rational and in
charge to explain to me why I have to deal with bad manners as well as bad
service, neither of which I've encountered from Lexis Pub previously.
Bob Ryan
Hill, Farrer & Burrill
Los Angeles
213-620-0460, x1848
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