The following email, with names removed, is the response from Taunton to my wifes question... This is, while outside of my direct involvement, a walking talking example of how NOT to respond to customers. My wife really wants this book, so was trying to find out how to get it... These would be the publishers suing Google right now, which is a whole seperate other laugh.
Their response is at the top with my wifes original email down below.
I will say, upfront, that if I ever catch customer service at my company giving this kind of response I will be pissed. "We have no evidence"....um....$300 counts as evidence. Run a search yourself. The undertone here is telling the customer they are an idiot. If push came to shove, and they weren't going to ever re-pront, which is what it looks like, then just say "We are sorry but we don't have any" but saying "Look at Ebay" or "We don't see any evidence" just makes you look stupid and out of touch and pisses people off....
So - we post online and see if anyone ever see's it. With the other response, I would have just said "bummer" and let it go, but the stupidity assumption on their part annoys me a lot....
> From: CustomerService@taunton.com
> To: *****wife email address *****
> Date: Mon, 24 Oct 2005 11:47:32 -0400
> Subject: Re: Product Inquiry
> Dear Ms. ***wife last name***:
> Thank you for your inquiry. I apologize this book is so difficult to find.
> I have confirmed that it is out of print and there are no plans to reprint
> it. We really do not have evidence that this book is so high in demand.
> Unfortunately, we do not have any copies for sale. Perhaps you can try
> EBay or other online book sources. Good luck and thank you for your
> interest in Taunton Press publications.
> ***removed customer service person name****
> Customer Service
> To: <firstname.lastname@example.org>
> 10/22/2005 Subject: Product Inquiry
> Dear customer service,
> I've been trying to get a copy of a book called, "Knitting Lace: A Workshop
> with Patterns and Projects" by Susanna Lewis which was published by Taunton
> Press in 1992(?). To my surprise the only available copies I could find
> were selling used, online from 150 dollars (some in "good condition" for
> 300$)! Since there is no way I can afford to pay these prices, I have a
> couple of questions. If the book is that much in demand why was it
> discontinued? Is there a way I can get a copy at list price (between 20-30
> $)from Taunton Press directly? Please let me know.
> Thank you.
> Best regards
> ***Wife Name****
****Removed address and Name****