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Thursday, September 12, 2013

AbeBooks complaints



Usually, I use Amazon.com to buy my books, but this time I went for the cheapest version of a pricey technical book, and found that abebooks.com sells an international version for about half the price.

I should have checked the reviews first. It's so easy. Just google "abebooks.com complaints" and you'll find out what I found out the hard way.

And so, I'm blogging my complaint in order to add to the easily accessible truth, and I hope you read it before you make your purchase.

The events:

  1. On August 30, I placed my order.
  2. The order invoice said Estimated Delivery: on/before September 8, 2013
  3. On September 9, I filled out their online form to ask where my book was.
  4. I received this reply, "Sorry for the inconvenience caused to you..I may inform you that this shipment was shipped but lost in the transit and tracking number of this shipment is not traceable and  our courier person does not tell us the information regarding this parcel. So we will reship  your book by DHL on priority mail and tracking no updated on the abe site. It will receive by you soon." 
  5. On September 10, I filled out another form and said "It's now September 10, and the book that you have re-shipped still hasn't arrived. Can you tell me what day it will arrive? Can you give me a tracking number please?"
  6. On September 11, they said "We will reship your book as soon as possible." 
  7. I replied, "Do you mean you haven't re-shipped it yet? I want to cancel my order immediately and you need to refund my charge card immediately. "
  8. On September 12, they said "We will issue the refund as soon as possible." 

As soon as possible? How about right away? I no longer trust them, so I've disputed the charge on my credit card. Let my charge card handle this.  

Thursday, September 5, 2013

"Because it's on" -- How to get customer service to do what you want them to do


A real customer service chat I had with logmein today:


Logmein support person: Why do you want to turn off auto-renewal to logmein pro?

Me: Because it's on


This answer can be universally applied, any time you don't want to bother explaining to Joe Company, Inc. why you don't want to keep paying them.

Hey I get it that your explanation helps them tweak their products and services. But sometimes it's we end-users that lack the script for the appropriate response.

So if you want them to know, then by all means, tell them. But if they've already wasted enough of your time, or if, for any other reason you don't care to elaborate, say:


"Because it's on."

or

"Because I'm subscribed to you."

or

"Because my credit card is currently on file with your company." 


As you might have figured out, the idea is to avoid any depth.  

And if, as happened to me today, they respond with some dire warnings about awful things that will happen to you if you quit them now (as in locusts, pestilence, or eternal lack of access) say "Could you just do what I asked you to do?"

There was no more delay after that.