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Posts tagged customer service

Why Customer Service is Even More Important in the Digital Age
November 26, 2014 | 11:25 am

customer serviceI had a bad customer service experience this past week, and it soured me on a vendor I have sunk a lot of money into over the years. And it also highlighted for me the reason why customer service is even more important than ever in the digital age---because the rise of social media has given the customer places to vent on other than your inbox! Satisfy the customer yourself, or they will go elsewhere looking for the satisfaction. And that elsewhere will be public, prominent and outside your control. I'll withhold the name of the vendor, because they did make...

Don’t be ‘That Guy’
June 2, 2014 | 6:06 pm

yell-monitor-l1Over the last few days, someone on one of the forums I frequent has started screaming bloody murder about a Kindle technical problem. I’m not going to say who or where (and I’d ask that any commenters who know who I’m talking about please do the same), because it’s not my intention to “name and shame.” I’ll just call him That Guy. Anyway, That Guy has posted his rant across three different forum boards, accusing Amazon of “fraud” because he can’t get his e-books to sync to the second Kindle on his account from the “Manage Your Content &...

Customer Service: Apple’s Secret Weapon
February 3, 2014 | 12:25 pm

customer serviceI often hear news about Kobo or Google or whomever launching a 'killer' new device to try and steal market share from Apple, and this weekend, I had an object lesson in why that never seems to work out for them: customer service. I don't personally know anyone who has tried to reach Google tech support, but a quick search at MobileRead turned up numerous complaint threads about Kobo. Contrast that to my recent Apple experience. They recently made their iWork suite available for free to new device owners. I assumed I didn't qualify since my devices were purchased long before...

An Open Letter to E-Book Retailers: Let’s have a return to common sense
October 26, 2012 | 9:45 am

Dear E-Book Retailers: I've read so many wacky news stories this week that my head is spinning. There was the Random House thing—the idea that a publisher actually had to explain to its paying customers whether they owned their bought books or not just boggles my mind. Then there was the Norwegian lady who had all her books deleted, then un-deleted, by Amazon. And the assertion by a Kobo tech support person that accounts belong not to households but the one sole individual whose name is on the credit card ... Please, can we have a return to common sense sometime soon? I am...

And Then There Was One: Barnes & Noble’s Lack of Customer Service
May 16, 2012 | 9:44 am

Images For a long time I have advocated buying ebooks from Barnes & Noble. Not because B&N was the cheapest or had the very largest selection (although I admit that I consider the argument that Amazon has more titles than B&N to be a specious one; after all, does it truly matter that one has 1.3 million titles and the other has 1.1 million titles, as long as the store where I shop has the title I want to buy? How likely is it that I will read even 10% of the available titles — or, more importantly, even have an...

B&N’s new iPhone Nook software giving trouble? One of our readers thinks so
August 20, 2010 | 9:45 am

index.jpgI received the following email from reader Julius Adams and am reprinting it in full. Are other people having a similar experience? Good morning.. I was wondering if you or someone on your staff could look into the new B&N Nook for iPhone app. It is horrible, and they took away the previous B&N EReader app since this went up for download. Last night I was on the phone with customer service explaining the issues, and the people I spoke to had NO CLUE what to do, or why this was happening. Yet look at the comments on...

Barnes & Noble’s e-book customer service found lacking
August 6, 2010 | 7:15 am

Sarah over at Smart Bitches, Trashy Books forwards a complaint about Barnes & Noble’s customer service regarding e-books. A customer named Melinda writes in with a story of a book by Anne Stewart called Ruthless that has the correct sample chapters, but when she purchased the book itself it turned out to be Rich, Rugged…Ruthless by Jennifer Mikels. I received the wrong book on Aug 1 (pub date of Stuart’s “Ruthless”) via my Nook, and dutifully wrote to Customer Service, and of course haven’t heard anything back from them yet.  Certainly the problem hasn’t been...

Gabe Newell’s class act, and e-book retailers’ lack thereof
July 28, 2010 | 7:15 am

I do realize this is an e-book blog, not a video gaming blog, but digital media do share a lot of commonalities—and Valve just keeps doing things that prompt me to draw direct comparisons to things e-book stores and publishers should be doing, but aren’t. Our sister blog Gamertell, which is a video gaming blog, has the details. Over the last two weeks, Valve’s game distribution platform Steam’s anti-cheating system mistakenly banned about 12,000 Steam accounts from playing Modern Warfare 2, for cheating. Steam’s system is simplistic, usually accurate, and there is no appeal—the only way to start playing a...

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