we’ve got a few books in our collection that have cds or dvds tucked in the back. we’ll leave them there to be checked out with the book, if the license agreement permits it. so one of our books got checked out and the patron lost the cd. i emailed our book vendor to ask about getting just the replacement cd and i’m sure there was laughter on their end; they suggested i contact the publisher directly to ask for a spare cd. i went to the publisher’s website and filled in a customer service form, thinking that my request was going into a big black hole. little did i know that i was about to receive some of the best customer service i could have hoped for.
here’s how they responded: “Dear Ms. Kennedy, Thank you for contacting Wolters Kluwer Health customer service. This book has an in-bound CD-ROM and we do not sell the CD seperately. We will have to send you out the book and CD together. We are mailing this out to you at the address you have provided. With the product you will receive an invoice. Please keep the new book and CD and send back the old book & missing CD with the invoice and we will credit the invoice off. You will receive your new product within 7-10 business days and your confirmation number is XXX. To download a pre-paid return label, click link below. For future reference, your account number is XXX. Please reference this in any future requests. If you have any additional questions, please use the customer service center at lww.custhelp.com or respond to this incident. Thank you, Wolters Kluwer Health Customer Service.”
not only did they address my need, they did it for free and threw in free shipping!
