Skip to main content

Customer service - a dying art?

Or really, any sort of service at all, since offering a 'free' issue of a newsletter for assessment doesn't really make me a customer, since I've not bought a product yet....

Ah, the joys of LexisNexis! They must be getting desperate for business indeed, if their new tactics are anything to go by.

I was called up a few weeks ago by a woman. I don't know who, she never gave her name. She asked me if I would like a free sample issue of their relaunched "Tolley's Employment Law Newsletter". As thats an area we cover, I said yes, but also that it was hugely unlikely we'd take out a subscription of any sort. She said that was fine, but went on to make a HUGE point of the fact that, I HAD to reply to the email she would be sending me within 30 days. I had no idea what the email content would be, it would be made clear in the email, but I HAD to reply to it. I said no problem, and calendared it in as I was talking to her. She had me spell out my email address, letter by letter, so there was no confusion over it.
Then she said that I "might" get an invoice, but it was ok, I could ignore it, as long as I replied to the email to confirm whatever this mystical email wanted me to confirm, I assume my refusal of a subscription, since she was now mentioning invoices.
She said was going to email me right that second, and remember, it is absolutely ESSENTIAL that I reply to that email.

Needless to say, the email didn't arrive...but days later, the Newsletter did. Now, without this email I can't cancel this non-subscription that I don't have...yet also, they have no evidence of any sort of request from me to receive this sample issue...I wonder how this is all going to work out?

I contacted the customer service email on the website as soon as the issue arrived on the 24th August (which reminded me the email from Phonecall Woman had never arrived), and told them I had received a sample copy, had no intention of taking out a subscription, had been left with no contact details for the woman who called and no email to reply to to confirm I didn't want a subscription, they could regard this as my statement that I did not want a subscription to the Newsletter, and forward this to the appropriate department to deal with.

I got no reply or acknowledgement from customer service, no contact of any sort. Now, the date I put in the calendar for reply (at the very latest) to that non-existent email is the 17th September...lets see what happens, shall we? Invoicing for a non-requested, non-existent subscription?

Fun and games with publishers. *sigh*

Comments

Popular posts from this blog

Careering along

When I look around at the activities of information professional groups, it seems that there’s a disparity. There’s quite often a lot of support and funding available for those who’re just starting out in the profession, but a desert of nothingness for those of us who’re “just getting on with it”. If you’re a new professional, you have lots of groups to support you as you progress in your early career, various prize funds available for essay and report writing, access to bursaries for conference attendance, eligibility for awards for being new and enthusiastic. But what do you get when you’re past that bright-eyed-and-bushy-tailed first 5 years (5 years seems to be the approximate cut-off point for becoming “established” and no longer new). What happens when you’ve already received a bursary from an organisation earlier in your career and so wouldn’t be eligible for one now, meaning you’re not able to attend events or training? When you’re heavily involved in a project but not at

What if you don't get back what you put in?

I am, as you may know, a member of CILIP, the professional body for information professionals. There are two main reasons I'm a member. I am a Chartered librarian, and I take my commitment to maintaining this visible badge of my professionalism seriously. I have revalidated my Chartership within the previous assessment system, and I have submitted my Revalidation within the new system. To continue being a Chartered librarian, I must be a member of CILIP (although currently the commitment to continue to revalidate my Chartership is voluntary, and has been so for the length of my membership since approximately 2001). So I continue to be a member. I am a registered CILIP Mentor, and I help to guide those information professionals who are keen to be professionally qualified through the Chartership/professional qualifications process. I could not abandon midway through that process the people who are looking to me for guidance in their professional development. So I continue to be

Library words

Putting words about libraries and books onto posters is very popular, so there's all sorts of options out there. These items are here because they have a quote or slogan about libraries or books printed on them. There's one quote in particular that seems to be a favourite of poster makers: see if you can spot which one it is.... Library bird (ok, it's a magnet, but hey...) Print Print Print Print Digital printable Hand-lettered quote Print Linocut block print Vinyl wall sticker Print Letterpress print Digital printable Print Print Linocut print Print Print