Thank you very much for your prompt response! I really appreciated the
service from the ABA over the past 24 hours; I received the book, processed
it, and put it in the happy attorney's hands at about 10:40am this morning
(I'll forward him this apology (appended below), as well). You have indeed
responded wonderfully to the first four of my requests in seeking a
resolution to this matter.
I trust that the ABA now has proper procedures in place to ensure that
outsourced or contractual customer service representatives handle orders
quickly and efficiently. Comments I received from other librarians after my
first message lead me to believe that others have had similar experiences
with ABA orders. However, I'm confident that once the AALL Committee on
Relations with Information Vendors receives a description of the ABA's
customer assistance quality assurance guidelines this matter can be laid to
rest.
My sincere thanks once again,
Steven Anderson
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
-----Original Message-----
From: Service Center [mailto:abasvcctr@staff.abanet.org]
Sent: Wednesday, November 24, 1999 10:48 AM
To: 'Anderson, Steven P.'
Subject: RE: COMPLAINT: ABA orders
Thank you for your message and we apologize for any
inconvenience to you.
As an apology to you, we have waived the cost of shipping as well as the
cost of the book. The book was shipped yesterday for AM delivery today
(11/24/99). Please disregard the invoice accompanying the book, as the
charges were waived after the book was shipped.
If you have any other questions, please call our Service Center at
1-800-285-2221.
Sincerely,
Barbara Ociepka
Assistant Director
ABA Service Center
> -----Original Message-----
> From: Anderson, Steven P. [SMTP:SANDERSON@GFRLAW.com]
> Sent: Tuesday, November 23, 1999 11:44 AM
> To: 'law-lib@ucdavis.edu'; 'abasvctr@abanet.org';
'abasvcctr@abanet.org'
> Subject: COMPLAINT: ABA orders
>
> 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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