I just wanted to warn the list about a problem that occurred with my Matthew
Bender account. An individual in our IT Dept. placed an order for HotDocs
with MB and, in doing so and unbeknownst to him, managed to get the entire
account switched to his name -- all the shipments and invoicing for 35
subscriptions!! The "Customer Service" rep with whom I spoke seemed very
relaxed and unconcerned about the change and thought a quick reply - "ok
I'll make the change" - would suffice for the publisher's response. I
wanted to know how it happened and how we, Matthew Bender and I, could
prevent this from happening again. The "Customer Service" rep recommended
that customers make sure to tell a sales representative that the attention
line for an order is for that order only, not the entire account! Say
what??? I insisted that my name and phone number be placed on the account
as a contact to prevent future problems but I was not reassured by the rep's
manner. It was clear that he was in a big hurry to get off the phone.
Matthew Bender has a big problem if account attention lines can be changed
so easily and at anyone's request.
Harriet Day
Director of Library Services
Arnall Golden Gregory LLP
1201 West Peachtree St., NW
Suite 2800
Atlanta, GA 30309-3450
404-873-8170
fax: 404-873-8171
This archive was generated by hypermail 2b29 : Wed Nov 14 2007 - 20:36:19 PST