Late Friday Afternoon Whine:
You'd think at a time when Shepards is facing serious competition in the
citator market for the first time they'd be trying just a LITTLE harder...
Just went to load my September Federal CDs onto the standalone I use them
on. (They finally arrived this past Monday - I expect the Mid-September
updates will show up sometime in November. I didn't bother loading them
sooner, because, frankly, I'm so disgusted with all the problems I've been
having with Shepards of late that I couldn't face it.) ANYWAY, I get to the
envelope that should contain 701 F2d to 116 F3d and discover it actually
holds a disk for New York Supp 2d. I call Customer Service. After the usual
loonnnnggg wait on hold I reached a very helpful Service Rep named Cindy. I
started to explain the problem, but before I could get to the punchline, she
jumped ahead to say: "You got a New York disk", so obviously this was not an
isolated disk. She offered have replacement disks sent out immediately (of
course, ALL the September Fed disks, not just the one I needed, because
their system wasn't equipped for anything as sophisticated as simply
correcting the actual error. Then I could ship back the extras to recycling.
And, of course, that kind of overproduction-due-to-screw-up WON'T be
reflected in any future price increases. Heavens, no.) Except, that they
were out of the September disks, she didn't know why there were no Mid
September disks, the October disks were going out soon...anyway, she did
offer to go over to Technical Support herself and see if the had the
individual disk I need and overnight it to me. (Let's emphasize here - most
Customer Service people really do want to help. It's not their fault that
the bozos they work for shouldn't be running the
Squirt-the-Clown-and-Blow-Up-the-Balloon Booth at the boardwalk.)
ANYWAY (he finally concluded) my tolerance for Shepards CDs except as used
in trap-shooting is just about at an end. (For a full history of my Shepards
woes, we'd need a LOT more time) Westlaw, give me a call...
Bob Ryan
Frandzel Share
6500 Wilshire Blvd, 17th Fl
Los ANgeles, CA 90048
213-852-1000
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