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Re: Super-Deluxe Sigurd & Gudrun
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Deagol, I don't mean to come down hard on HC's books. You are right. They have published some nice books, and I do thoroughly enjoy them. My only beef with them is regarding their communication skills. They could really stand to tune up their marketing and customer service groups. Their marketing team tends to send out misleading emails and publish misleading photos of books. More importantly, though, I had problems with an order from them once (took over 2 months for delivery from purchase date) and I emailed them three times trying to figure out the status of the order. I never, to this day, have received a reply to those emails. I finally called customer service and left a message, also with no reply. Fortunately, the books were delivered a couple days after that, but I still never heard from them at all. In fact, the only time customer service ever returned one of my emails was when I wrote to compliment them for producing nice books! They replied with a 'thank you for the compliments' email, that was actually quite cordial. So now, my impression is that they do okay with meaningless chit-chat, but can't figure out how to deal with issues. I know they are not necessarily bad people or bad publishers, but at least you can see why I might get frustrated with them.

Posted on: 2009/5/21 15:38


Re: Super-Deluxe Sigurd & Gudrun
Thain
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In response to Khamul,

If anything is odd, no receipt for a £250 purchase is.


I hve to give HC a bit of slack here: most if not all retailers, even those with efficient web fulfillment processes, will not send an email receipt for a phone order. At least in my experience. A paper receipt mailed with the book(s) or in a separate envelope is pretty much industry standard, at least in the States. Certainly, credit card companies do not expect you to have a paper receipt when you dispute a phone order (from personal experience).

I also have to show HC some love, but will be in line with the rest of you wishing that they got their act together as a retailer - I am not aware of any major publishers that run a smooth retail operation, really... most don't even try.

Posted on: 2009/5/21 20:46
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Re: Super-Deluxe Sigurd & Gudrun
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Rowns wrote:

I am not aware of any major publishers that run a smooth retail operation, really... most don't even try.


That's an excellent point, Rowns. I think we all get used to the type of service we receive from retail specialists, like Amazon, and then just assume everyone should be running things the same way. I am guessing that HC does not dedicate many personel to the retail branch of the business, not to mention that HC is not exclusively a J.R.R. Tolkien publishing company. I suppose we should be happy that they focus on Tolkien as much as they do, and since nearly all of their books can be obtained through Amazon, it is only the exclusive editions that are in question.

Posted on: 2009/5/22 5:19


Re: Super-Deluxe Sigurd & Gudrun
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My beef with HC all along is that they are not a retailer, but they are playing half-assedly at being one. I don't actually think we should cut them too much slack because they have *chosen* to operate outside of their normal space, without being properly prepared to do so. It's important not to confuse whether they produce good books (as they evidently do) or whether they are good at retail. The two issues have been confused on this thread, but they are totally unrelated.

Retail operations are just completely different than wholesale, which is why the retailer gets to charge an extra 30-50% for their trouble (and still might only just manage to turn a profit).

All that said, if HC can get to the point where they consistently manage to send my parcels to the correct (and complete) delivery address, adequately packaged, then that's *all* I really care about. If they can manage to fix that, I'm cool with them.

Stu

Posted on: 2009/5/22 15:20


Re: Super-Deluxe Sigurd & Gudrun
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My copy arrived today! Safe and sound and nicely packaged. Number 30. A very nice looking book. There are a few small differences when compared to CoH, but nothing of any great significance.

Posted on: 2009/5/26 13:33



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