Rare Book Monthly

Articles - February - 2009 Issue

Dealing With Customer Service On Line

Techno

The jumbled confusion of technology can lead us to assume we caused a problem when actually we are the victim.


By Karen Wright

I'm a pretty laid back, easy going sort of woman. I seldom get angry except where serious injustice and stupidity are concerned. Thus, when my computer behaves like a furious three year-old child, I just turn it off and come back later. I remember the sage advice of my first computer guru, "It's probably not the fault of the computer, Karen, it's probably the fault of the operator." Chances are it will re-mesh its gears (or whatever the heck it has) and come back on line doing exactly what it is supposed to do. Hardly anyone needs to get a book so fast that they can't wait a few hours for the computer to stop pouting and get back on the straight and narrow.

Sometimes, however, that doesn't work. If a customer needs a book in a big hurry, Murphy's Law says that's when my electronic business partner will decide to have liver failure or something will go wrong with one of the websites I use to purvey my books. That was the story a while back when I got a notice from one of my vendors, ABE Books, that I had a number of outstanding orders that were about to be cancelled because I hadn't acknowledged them, and that my fulfillment rate was way low. I had noticed that ABE hadn't sent me any orders for a while, but my Alibris orders were arriving in a timely manner, so I thought it was just a slow ABE week. I emailed them my assurance that I had not received the offending orders, and would they please check and see why I hadn't. I also went to ABE's website and found, yes, about fifteen back orders. I freaked! I can't afford to lose any orders. I quickly emailed each customer and explained that I didn't know why their orders had not gotten to me, but that I did have (or didn't have) the book. I filled all the orders I could and emailed back to my ABE Rep that I had found the back orders and queries on their web site, but that I had not received the emails from them announcing the orders in the first place, and why was that?

Five emails and four or five days later, one of their right-hand agents finally got back to me and assured me that they were, of course, not at fault and gave me a list of the ten or twelve things I must have done wrong. They even suggested that I find another server as it might be Yahoo's fault. That would be fun. I would have to change my email address everywhere, thousands of wheres! I looked these things over and there were no matches to the problem, nor did it seem as though I had been the culprit. They also suggested that I check their web page every day and not rely on emails from them. I noted that they had been e-mailing me my orders for years, and what was the problem? For cryin' out loud, what am I paying their extravagant fees for? Two days later, they emailed me again and said they had no idea, and it must be something I was doing wrong.

Rare Book Monthly

  • <center><b>Doyle<br>Fine Literature<br>September 30</b>
    <b>Doyle, Fine Literature:</b> WHITMAN, WALT. <i>Leaves of Grass.</i> First Edition. $150,000 to $250,000.
    <b>Doyle, Fine Literature:</b> MILNE, A.A. and SHEPARD, E.H. <i>Now We Are Six.</i> $10,000 to $15,000.
    <b>Doyle, Fine Literature:</b> HEMINGWAY, ERNEST. <i>A Farewell to Arms.</i> $7,000 to $10,000.
    <b>Doyle, Fine Literature:</b> NABOKOV, VLADIMIR. <i>Lolita.</i> First American Edition. $5,000 to $8,000.
    <center><b>Doyle<br>Fine Literature<br>September 30</b>
    <b>Doyle, Fine Literature:</b> RAND, AYN. <i>Atlas Shrugged.</i> $3,000 to $5,000.
    <b>Doyle, Fine Literature:</b> STEINBECK, JOHN. <i>To a God Unknown.</i> First Edition. $1,500 to $2,500.
    <b>Doyle, Fine Literature:</b> WELLS, H.G. <i>The Works of H.G. Wells.</i> $4,000 to $6,000.
    <center><b>We Invite You to Consign!<br>Rare Books, Autographs & Maps</b>
  • <center><b>Hindman Auctions<br>Selections from the Library of<br>Gerald and Barbara Weiner<br>Live and Online<br>October 8, 2020 / 10am CT</b>
    <b>Hindman Auctions, Oct. 8:</b> DARWIN, Charles Robert. <i>On the Origin of Species by Means of Natural Selection.</i> London: W. Clowes and Sons for John Murray, 1859. [With] autograph note signed. $60,000 to $80,000.
    <b>Hindman Auctions, Oct. 8:</b> [FINE PRESS & LIVRE D'ARTISTE]. -- [KELMSCOTT PRESS]. CHAUCER, Geoffrey. <i>The Works ... now newly imprinted.</i> Edited by F.S. Ellis. Hammersmith: Kelmscott Press, 1896. $60,000 to $80,000.
    <b>Hindman Auctions, Oct. 8:</b> LAWRENCE, Thomas Edward. <i>Seven Pillars of Wisdom, a triumph.</i> [London: Privately Printed], 1926. $60,000 to $80,000.
    <center><b>Hindman Auctions<br>Selections from the Library of<br>Gerald and Barbara Weiner<br>Live and Online<br>October 8, 2020 / 10am CT</b>
    <b>Hindman Auctions, Oct. 8:</b> SHAKESPEARE, William. <i>Mr. William Shakespear's Comedies, Histories, and Tragedies…</i> London, Printed for H. Herringman, E. Brewster, R. Chiswell, and R. Bentley, 1685. $60,000 to $80,000.
    <b>Hindman Auctions, Oct. 8:</b> AUDUBON, John James. <i>The Birds of America…</i> [1839-] 1840-1844. -- AUDUBON, John James and John BACHMAN. <i>The Quadrupeds of North America.</i> 1849-1854. $60,000 to $80,000.
    <b>Hindman Auctions, Oct. 8:</b> OGILBY, John, trans. [MONTANUS, Arnoldus]. <i>America: being the latest, and most Accurate Description of the New World…</i> London: Printed by the Author, 1671. $30,000 to $40,000.
    <center><b>Hindman Auctions<br>Selections from the Library of<br>Gerald and Barbara Weiner<br>Live and Online<br>October 8, 2020 / 10am CT</b>
    <b>Hindman Auctions, Oct. 8:</b> HOBBES, Thomas. <i>Leviathan, or The Matter, Forme, & Power of a Common-Wealth Ecclesiasticall and Civill.</i> London: printed for Andrew Crooke, 1651. $20,000 to $30,000.
    <b>Hindman Auctions, Oct. 8:</b> BLACKWELL, Elizabeth. <i>A Curious Herbal, containing Five Hundred Cuts of the most useful Plant which are now used in the Practice of Physick…</i> London: John Nourse, 1739. $15,000 to $20,000.
    <b>Hindman Auctions, Oct. 8:</b> MILTON, John. <i>Paradise Lost.</i> London: Printed by S. Simmons ... to be sold by T. Helder, 1669. $12,000 to $18,000.
    <center><b>Hindman Auctions<br>Selections from the Library of<br>Gerald and Barbara Weiner<br>Live and Online<br>October 8, 2020 / 10am CT</b>
    <b>Hindman Auctions, Oct. 8:</b> MALCOLM X. Typed letter signed ("Malcolm X"), to Alex Haley. Cairo, Egypt, 18 September 1964. " 1 page, 8vo. $6,000 to $8,000.
    <b>Hindman Auctions, Oct. 8:</b> TOLKIEN, John Ronald Reuel. Autograph letter signed (“JRRT”). To George Sayer, Oxford, 7 August 1952. 2 pages, 8vo, creased; morocco folding case. $4,000 to $6,000.
    <b>Hindman Auctions, Oct. 8:</b> WRIGHT, Frank Lloyd. Autograph manuscript signed ("Frank Lloyd Wright"), entitled "To the Countryside." N.p. [Taliesin?], [June 1926]. 2 pages, 4to, creased. $4,000 to $6,000.
  • <b>Swann Auction Galleries Oct 15:</b> Paul George Lawler, <i>San Francisco – Hawaii Overnight,</i> 1939. $10,000 to $15,000.
    <b>Swann Auction Galleries Oct 15:</b> Around the World, <i>North German Lloyd,</i> designer unknown, circa 1910. $800 to $1,200.
    <b>Swann Auction Galleries Oct 15:</b> Michael Rudolf Wening, <i>Siam,</i> circa 1920s. $2,000 to $3,000.
    <b>Swann Auction Galleries Oct 15:</b> Sigismunds Vidbergs, <i>Spend Your Holidays at the Wonderful Seaside of Riga,</i> circa 1925. $1,200 to $1,800.
    <b>Swann Auction Galleries Oct 15:</b> Jean Dupas, <i>“Where is this Bower Beside the Silver Thames?”</i> 1930. $15,000 to $20,000.
    <b>Swann Auction Galleries Oct 15:</b> Charles-Léonce Brossé, <i>Meeting d’Aviation, Nice,</i> 1910. $10,000 to $15,000.
    <b>Swann Auction Galleries Oct 15:</b> John Held Jr., <i>Nantucket,</i> 1925. $6,000 to $9,000.
    <b>Swann Auction Galleries Oct 15:</b> Seaverns W. Hilton, <i>Lewis and Clark, Northern Pacific,</i> 1920. $2,000 to $3,000.
    <b>Swann Auction Galleries Oct 15:</b> Fred Powis, <i>Jasper, Canadian National Railways.</i> $2,000 to $3,000.
  • <center><b>Arader Galleries<br>October Sale<br>October 10, 2020</b>
    <b>Arader Galleries, Oct. 10:</b> LA HARPE, Jean-Baptiste Benard de. 'CARTE NOUVELLE DE LA PARTIE DE L'OUEST DE LA LOUISIANNE'. $800,000 to $1,200,000.
    <b>Arader Galleries, Oct. 10:</b> AUDUBON, John James. Great Blue Heron, Plate 211. $250,000 to $350,000.
    <b>Arader Galleries, Oct. 10:</b> REDOUTE, Pierre-Joseph. Watercolor for plate 456: Bromella ananas (Cultivated Pineapple). $450,000 to $550,000.
    <b>Arader Galleries, Oct. 10:</b> COOK, Captain James. <i>A set of the three voyages comprising...</i> London: 1773-1785. $40,000 to $60,000.
    <b>Arader Galleries, Oct. 10:</b> KEY, Adrien Thomaszoon. Abraham Ortelius. Oil on Panel. $400,000 to $450,000.

Article Search

Archived Articles

Ask Questions