Perhaps it is just that I have reached the point in my life when the
transforming mists of memory make all things in the past seem somehow
better than (Lord knows) they actually were, but I seem to recall that
in the ancient days of yore (3 or 4 month ago?) invoices from
Lexis/Bender included an 800 number for Customer Service. This appears
to have changed. Now, the only numbers they provide are to enable you to
pay the invoice by credit card. To prove they have a sense of irony,
this is still referred to on the invoice as:
Customer Support: To process your credit card payment...call
866-644-2455...
Now, as a practical matter, this doesn't really cause me a great deal of
hardship. I've called Customer Support enough over the decades (Very few
of the Customer Support reps burst into tears at the mere sound of my
voice any more. I must be getting mellow in my declining years.) that I
have the number indelibly etched in that same misty memory (Everybody,
in unison! - 1-800-833-9844). Still in all, it seems to me indicative of
a certain alteration in attitude, a nuanced change in perspective, a
subtle shift of institutional intent indicating, how shall I put it? -
"Hey, Buddy, we don't want to talk to you, just give us the &^#&@
money!"
It may be that I am overreacting just a tad, although I have mentioned
the telephonic transmogrification to several Customer Support reps (the
ones who weren't quietly sobbing) and they agreed that it seems just a
trifle cold. They promised to pass my concerns on to higher authorities.
Who knows, perhaps we shall soon return to those happier days when the
sight of a Bender invoice filled us with a rosy glow of content from the
knowledge that our friends in Albany really, really wanted to chat with
us.
Sigh.
Bob Ryan
Librarian
Hill, Farrer & Burrill, LLP
300 South Grand Ave, 37th Fl.
Los Angeles, CA 90071
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This archive was generated by hypermail 2b29 : Wed Jul 09 2008 - 11:08:54 PDT