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stephanie jones
U.S. Court of Appeals for the 2d Circuit
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<DIV><FONT size=3>I have had similar problems in dealing with west customer
service reps. and I eventually was put in touch with a "product manager" who was
very knowledgeable about the particular product I was having a problem with. The
customer service person I was dealing with could not put me through to the
product manager directly or give me a phone number, so I asked her to have him
call me, which he did and then, lo and behold, my problem was taken care of. My
point here is that I agree with Bob in that the customer service reps are not
knowledgeable about the products we are calling about and I think they shoud be,
but then with so many products, how can they be?</FONT></DIV>
<DIV> </DIV>
<DIV>I did learn one thing about West and that is that there is something called
the "Product Alert System" or "PRG". Apparently this is where certain
problems are posted with regard to certain products and the customer service
reps are supposed to be checking this periodically. At least that is how I
understood it. </DIV>
<DIV> </DIV>
<DIV>Kerry Prindiville</DIV>
<DIV>Frank J. Creede Jr. Public Law Library</DIV>
<DIV>Fresno, California</DIV>
<DIV> </DIV>
<DIV>----- Original Message ----- </DIV>
<BLOCKQUOTE
style="BORDER-LEFT: #000000 2px solid; MARGIN-LEFT: 5px; MARGIN-RIGHT: 0px;
PADDING-LEFT: 5px; PADDING-RIGHT: 0px">
<DIV
style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: black"><B>From:</B>
<A href="mailto:RRyan@HFBLLP.COM" title=RRyan@HFBLLP.COM>Robert S. Ryan</A>
</DIV>
<DIV style="FONT: 10pt arial"><B>To:</B> <A
href="mailto:'law-lib@ucdavis.edu'"
title=law-lib@ucdavis.edu>'law-lib@ucdavis.edu'</A> </DIV>
<DIV style="FONT: 10pt arial"><B>Sent:</B> Monday, June 12, 2000 1:00 PM</DIV>
<DIV style="FONT: 10pt arial"><B>Subject:</B> Right Hand Doesn't Know What the
WEST Hand is Doing (Not a RANT)</DIV>
<DIV><BR></DIV>
<P><FONT face=Arial size=2>When I'm not screaming at Customer Service Reps,
I'm usually feeling sorry for them ...</FONT> </P>
<P><FONT face=Arial size=2>Since last July, we've been having problems with
Update to Newberg on Class Actions - they don't quite fit the binders. We've
called Customer Service half a dozen times to ask for new binders because my
filing service insists that other firms they work have received new binders
that are a slightly different size & shape than ours. Customer Service
insists that there are no new binders but that the updates were
mis-drilled and have been redrilled to fit. They send us replacements
that you can force onto the posts, but they're so tight you really can't turn
the pages without ripping the pages.</FONT></P>
<P><FONT face=Arial size=2>Finally today I called Customer Service and
asked to be connected to a Newberg on Class Actions editor. The rep told me
they don't do that. I read her the blurb on the filing instructions that says
"If you have a question or comment...Dial 1-800-328-4880 ...and ask the
customer service representative to connect you with a Newberg on Class Actions
Editor." </FONT></P>
<P><FONT face=Arial size=2>This completely flustered her. (She was very nice,
by the way.) She asked to put me on hold while she spoke to a supervisor. She
came back a few minutes later to tell me that she had been working there a
year and a half and this was the first time she'd ever heard of such a
thing!</FONT></P>
<P><FONT face=Arial size=2>She then transferred me to a very pleasant
gentleman at Newberg. He immediately knew what the problem was - we have the
old Shepards binders instead of the new binders with Lawyers Coop on the
spine, which they didn't issue generally (one presumes West was too cheap) and
that Customer Service was apparently unaware of. He also told me about the
re-drilling fix and I explained that they still don't really fit. He was very
sympathetic to my frustration over this and is looking in to it with a promise
to get back to me within 24 hours, and I am sure he will.</FONT></P>
<P><FONT face=Arial size=2>So apparently, after only 11 months of
misinformation (not deliberate) from Customer Service, the problem is finally
being addressed by someone who understands what I am talking about
and can do something to fix it.</FONT></P>
<P><FONT face=Arial size=2>BUT....wouldn't it be easier if they 1) actually
gave all the paying customers the new binders that fit the updates they send,
2) actually provided Customer Service with sufficient information to deal with
the specific problem when it comes up and 3) informed Customer Service of the
policies they print on the filing instructions about contacting
editorial?</FONT></P>
<P><FONT face=Arial size=2>I know ...I'm just a foolish dreamer, expecting the
best in this West of all possible worlds, but a man's reach should exceed his
grasping legal publisher.</FONT></P>
<P><FONT face=Arial size=2>Bob Ryan</FONT> </P>
<P><FONT face=Arial size=2>Hill, Farrer & Burrill</FONT> <BR><FONT
face=Arial size=2>Los Angeles</FONT> <BR><FONT face=Arial size=2>213-620-0460,
x1848</FONT> </P></BLOCKQUOTE></BODY></HTML>
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