Blog Master G

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Customer Service?

Friday, May 2nd, 2003 · 8 Comments

Why is it that most companies that provide customer service via email never actually answer your questions, forcing you either to seek answers yourself or to engage in a never-ending back-and-forth email exchange?

Take this recent example related to my experience in placing a series of orders via Amazon and Alibris for my Dad’s first book, 100 Faces of Marin:

    Date: Fri, 2 May 2003 16:07:05 -0400 (EDT)
    From: Gabe
    To: Alibris Customer Service
    Subject: RE:{Alibris#002-130-559}Your order 4333149-1

    I’d just like to point out that my original question was not answered in
    this response.

    I did figure out the billing on my own, but it would have been nice to
    have my question answered instead of telling me what I already know: “You
    were not charged for this cancelled order.”

    Thanks,
    Gabe

    http://gabeanderson.com

    On Fri, 2 May 2003, Alibris Customer Service wrote:

    > Date: Fri, 02 May 2003 12:58:25 -0700
    > From: Alibris Customer Service
    > To: Gabe
    > Subject: RE:{Alibris#002-130-559}Your order 4333149-1
    >
    > Hello,
    >
    > Thank you for your inquiry. I’m sorry that your order was cancelled.
    > You were not charged for this cancelled order.
    > If you need further assistance, please feel free to contact me.
    >
    >
    > Best Regards,
    > Jolene
    > FIND IT AT ALIBRIS
    > Alibris connects you to thousands of independent books, music
    > and movie sellers around the world. With over 30 million used,
    > new and hard-to-find titles, we have what you^̉re looking for!
    > http://www.alibris.com
    >
    >
    > —–Original Message—–
    > From: ga_nospam_valid_address@fastmail.fm (ga_nospam_valid_address@fastmail.fm)
    > Date: Wednesday, April 30, 2003 12:13 PM
    > To: info@alibris.com (info@alibris.com)
    > Subject: Your order 4333149-1
    >
    > I received notice that this order was cancelled. What was the amount of this order? I placed a couple other orders through you and via Amazon, too.
    I want to confirm that I wasn’t charged for this order. I’ve sent 2 separate emails on the topic to “CS” and have yet to
    receive a reply.Thanks,Gabe

Tags: rants

8 responses so far ↓

  • 1 Dave Reed // May 2, 2003 at 6:56 pm

    Saying that you weren’t charged certainly doesn’t help when they don’t say _how much_ it was to begin with. :-)

    Do you have a confirmation e-mail from when you first ordered?

  • 2 Dave Reed // May 3, 2003 at 3:15 pm

    Ok. Maybe that was a stupid question. Sorry. :-)

  • 3 Jane Lambing // Oct 17, 2003 at 11:10 am

    I received a book I did not order.. The accompanying statement does not include a price. I would not have ordered ” The No.1 Ladies’s Detective Agancy” because it is in the library of the retirement complex in which we live, and I had already read it. I would like to know, if possible, who ordered and how. Thank you. Order # 5490096-1

  • 4 aubrey nelson // Oct 17, 2003 at 3:29 pm

    i ordered a book titled rails west #01
    order # is 5467071-1
    i recd passion,s web by cassie edwards

  • 5 PATRICIA ITZIG-HEINE // Feb 18, 2004 at 6:11 pm

    I GOT MY BOOK AMERICA 24/7 (ORDER #6376991)
    BUT THE PERSONAL PICTURE HAD WHITE LINES IN IT.
    HOW CAN I GET A NEW,BETTER ONE?
    ALIBRIS ID # 2000618744

  • 6 Janice E. James // Mar 10, 2004 at 10:49 am

    I recently wanted to order a vampire book, Slave of my Thirst. When I saw it on Alibris, they had this posted: Lord of the Dead/Slave of My Thirst. I took that to mean that I would have to buy Lord of the Dead to get Slave of My Thirst. So I ordered thinking I would have both books. But now I have only Lord of the Dead from several suppliers and no Slave of My Thirst. Several did send both books. Please, why can’t the sellers be more clear! I now have four Lord of the Dead that I do not want. I think anyone using the title/title method of selling should send both.

  • 7 William L. Lewis Jr. // Mar 16, 2004 at 11:02 am

    Alibris,
    I have located two books written by Dan Zadra I would like “I Believe in You, and You Can Do It”.
    I find that the price is $3.45 for I Believe in You and $4.85 for the book You Can Do It. I would like to order them and have them sent to a relative whom needs encouragement. I would like to mail to you a check for the order will you give me the total amount due? I would like them shipped to Sioux Falls, South Dakota. Is there a telephone number where I might contact your company?
    My name is William L. Lewis Jr.
    ********
    Phoenix, Arizona 85042
    602-276-7043

  • 8 Lillie Manning // Jun 21, 2004 at 9:13 am

    In May, I ordered Great Thoughts by George Seldes.
    You claimed to have sent it out on June 4, 2004.
    It is now, June 21, 2004 and although I have been charge for it, butI have not received the order. Why are you such non-caring business people?