I'm generally a VERY mild-mannered person, but I am now absolutely livid!
I ordered via phone (or so I thought) ABA's new "Revised UCC Article 9" last
Friday, 11/19/99, for a rush Monday delivery via Federal Express. Now,
having not received it by this morning (Tuesday), I called the ABA, who of
course had no record of an order placed by me, in my name, the attorney's
name, the name of our Firm, or by the publication number. Furthermore, the
order number I was given when I placed the order, "#2012," is not even,
according to the ABA, an ABA order number! (And no, I regret not getting
the representative's name when placing the order, but I figured an order
number was better--go figure.) Deborah Cole, the ABA representative to whom
I spoke this morning, helped me reorder the publication for AM delivery
tomorrow, which I FULLY expect to receive (ABA--are you listening?). Of
course, I am being charged for rush delivery, which the ABA would otherwise
pay if I could just come up with the correct order number for my first
order!
As I understand it, some ABA orders are processed outside the ABA by
independent contractors. My hunch is that my original "order" was placed
with one of these outsourced individuals and was not properly recorded in
the ABA's system.
With this e-mail, I am simultaneously registering a formal complaint with
the Committee on Relations with Information Vendors (CRIV) of the American
Association of Law Libraries (AALL).
To satisfactorily resolve this complaint, the ABA must do the following:
1. Ensure that I receive delivery of this publication by tomorrow morning
(11/24/99).
2. Send a letter of apology to the attorney requesting this book for the
untimely delay in delivery.
3. Send a letter of apology to me for their wasting of my time.
4. Pay for the express delivery costs associated with fulfilling this order.
5. Describe to AALL members via the CRIV its procedures for ensuring that
outsourced customer service representatives respond quickly, efficiently,
and professionally to customer inquiries and orders.
Steven Anderson, JD, MA(LS)
Librarian
Gordon Feinblatt Rothman Hoffberger & Hollander, LLC
233 East Redwood Street
Baltimore, MD 21202
Phone: 410.576.4255
Fax: 410.576.4246
E-Mail: sanderson@gfrlaw.com
Web: http://www.gfrlaw.com
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