Colleagues:
As a follow-up to my complaint of this morning (subject line: Shame on
You, Aspen Publishers), I have received a phone call from my local rep, who
was apparently asked to contact me. He assures me that it is not Aspen's
policy to charge for necessary replacement of damaged binders, and is
sending me an entire new set for free. He also chastises me for not
dealing with him directly, instead of calling the customer service line for
the publisher. I should like to make the folowing point or two regarding
this response from the publisher:
It is a real shame that I am compelled to scream bloody murder on a
listserv of international scope before I can receive the basic level of
service I should have received in the first place. It makes me feel
foolish, like Chicken Little ("The sky is falling! The publisher is
screwing me!"). More importantly, it points out the dismal lack of quality
in customer service. My rep tells me that I received faulty information
from customer service, and that I should have come to him with my problem.
Well, (and pardon my screaming) WHY DON'T YOU ALL GIVE OUT THE SAME
INFORMATION, SO WE DON'T HAVE TO PICK AND CHOOSE WHOM WE SPEAK WITH?!?!?!
Yes, I realize that customer service people are only human, and mistakes
are possible. However, this is an ongoing problem, with Aspen, and other
publishers, and I'm sick of it.
Thank you, Aspen, for your promise to send me a new set of books.
It's merely the minimum I expect of you.
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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