Colleagues:
Here's a nice little business practice Aspen Publishers is using.
Such fine customer service should put them right out of business:
I just received the 1998-2 filing for Banking Law and Regulation (by
Malloy). The quality of the post binders is so poor, that the lock-release
ring on volume 1 broke off in my hand. Volume 2 opened, with much
difficulty. Volume 3 opened, but the top cover tore. I called customer
service (800-234-1660) and asked for replacement binders for v.1-3, and
contents for v.1 (I need the contents, too, since I can't even open the
volume). The customer service rep was very pleasant, and checked with his
supervisor, who instructed him to offer me a purchase replacement at 50%
reduction. I asked the rep to inform his supervisor that if they did not
replace the set, gratis, I would cancel our subscription, altogether. The
supervisor apparently doesn't care if his company loses business, and would
not offer the replacements of their faulty merchandise at their expense. I
canceled our subscription.
It's time to take a hard line. I will not be bamboozled into additional
expense for poor quality merchandise. Please note, Aspen, in a competitive
environment, you compete for your customer's satisfaction, or you lose
business. I won't miss you. Your products are not unique...but you sure
will miss me.
Cheryl L. Wolfe, Law Librarian
Mackenzie Smith Lewis Michell & Hughes, LLP
101 S. Salina St., Suite 600
P. O. Box 4967
Syracuse, NY 13221-4967
(315) 233-8219 (voice)
(315) 474-6409 (fax)
wolfec@macklaw.com
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