I agree with you.
Faster is better.
Ya gotta keep these doggies movin.
I, however, prefer FedEx for the smaller shipments. Their on-line system is super positive with automatic e-mail pushes for delivery confirmation.
I note that the U.S. Post Office now has its on-line tracking system.
>>> "Priscilla Streightoff" <Priscilla.Streightoff@oag.state.tx.us> 05/13/02 09:18AM >>>
I agree that West should provide return labels on request, when the error is on West's end. I may be cynical, but I do not request return labels even in those situations, because :
1. Primary reason : I want a UPS tracking number so that I can look up on the UPS website whether and when the return was received back in MN. We get a lot of materials. Sometimes our return shipments are of substantial value. The onus is on us to show whether a return shipment is lost, in transit or has arrived. That is a bit easier with UPS tracking information.
2. It takes FOREVER to receive a return label anyway, in my experience. In the meantime, the stuff sits around my already overflowing office.
I would like to take this opportunity to give KUDOS to West for moving to email communication with confirmation numbers thereby in writing. I love being able to communicate with customer support in this manner. A BIG THANKS on that account.
Pris
Priscilla Streightoff JD, MLIS
Assistant Attorney General - Law Librarian
Office of the Attorney General, State of Texas
PO Box 12548 M/C 006
Austin, TX 78711-2548
v. 512.936.1403
f. 512.370.9105
e. priscilla.streightoff@oag.state.tx.us
Any opinions given are those of the author and are not an official statement by the Attorney General or the State of Texas.
>>> "Larry Richmond Jr." <LRichmond@CMS.HAMILTON-CO.ORG> 05/13/02 08:08AM >>>
Good Morning,
I know that West rants could easily fill the content of a separate list,
but I can't resist sharing this one. My colleague in the library has the
unfortunate task of responsibility for the West account. He sent me this
email from which he received from West this morning:
Subject: Re: missing pocket parts
Thank you for contacting West Group Customer Service. The 2002 pocket
parts for Fletcher Corporation Forms have been returned by the firm to
West and credited to the account. I will ask that they be reshipped
and invoiced. We will also reduce your service to Ohio Criminal
Justice, but West no longer provides return labels for subscription
items. Please mail to
West Group Returns
Building B
525 Wescott Road
Eagan, MN 55123 For your assurance, this transaction is identified
with Confirmation Number 302270749 Please refer to this number if you
are inquiring about this transaction. Thank you,
[name of the customer service representative omitted]
Is West on a deliberate campaign to antagonize the very people who make
the purchasing decisions? I sincerely hope this is the misunderstanding
of a customer service representative rather than a deliberate policy
decision on the part of West. It is inexcusable that libraries should
have to pay to return materials that were errantly sent or for other
mistakes.
Has anyone else encountered such a policy?
Ceaselessly annoyed with West,
Larry
Larry D. Richmond, Jr., M.S.L.S.
Assistant Law Librarian
Cincinnati Law Library Association
601 Hamilton County Court House
1000 Main Street
Cincinnati, OH 45202
Phone: (513) 946-5267
Fax: (513) 946-5275
email: lrichmon@cms.hamilton-co.org
"If a nation expects to be ignorant and
free, in a state of civilization, it expects
what never was and never will be."
Thomas Jefferson
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