Dear Law-Libbers:
As many of your know, the West Group discounts a number of print
subscriptions 50% to customers who purchase the equivalent product on
CD-ROM (e.g. such TCSL products as Am. Jur 2d, Am Jur Legal Forms,
Federal Procedure, etc.). We recently received the 1998 two-volume
paperbound index to Federal Procedure for which we were charged $92.00,
plus $7.00 shipping and handling for a total of $99.00. However, since
we receive this product on CD-ROM as well, the charge should have $46.00
plus P & H. This is not the first time we have not received the 50%
discount on the print subscription.
When I called West, I was unable to obtain the correct pricing from the
Customer Service representative who could only give me the amount
charged to our account. To obtain the regular price, the customer
service rep. had to call sales. Once he determined that the list price
was $92.00, and that the price for us should have been $46.00, he
naturally apologized and promised to adjust our account accordingly.
Yet, this is not the first time our library has not received the
appropriate 50% discount nd I had to catch their error. And all this to
obtain the price we were entitled to receive in the first place.
I would urge you to scrutinize those shipment notices and monthly
invoices carefully if you subscribe to any West Group publications in
dual formats. With the significant number of revised volumes, indexes,
etc. and pocket parts which are wheeled out daily across the drawbridge
of the Dark Tower, the dollars can be significant if the 50% discount is
not being correctly applied.
I should add that it took nearly 15 minutes to get through to customer
service and another 12 minutes on hold while the customer service
representative contacted the sales department and reported back to me.
Fortunately, I had my Dark Knight Voodoo Doll and a supply of pins handy
while I was kept on hold.
Ken Svengalis
R.I. State Law Library
ksven@ids.net
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