Latest update, they want me to provide my address as “ there is no mention of this in the email trail”

I’m assuming I’m a step closer to my replacement

Gerontius Took wrote:

Latest update, they want me to provide my address as “ there is no mention of this in the email trail”

I’m assuming I’m a step closer to my replacement

Presumably you gave them the order number to verify your purchase and they should have the address from that? I never provided my address via the email chain asking for a replacement and they never asked. All very strange. Hope it gets resolved for you soon.

Just got an email saying replacement will arrive tomorrow ! :)

Here’s a question, why do the Harper Collins Tolkien team not have a dedicated point of contact ? Would certainly cut out a step when things go wrong

Gerontius Took wrote:

Here’s a question, why do the Harper Collins Tolkien team not have a dedicated point of contact ? Would certainly cut out a step when things go wrong

They use the same Customer Service as the rest of the company.

https://www.awin1.com/cread.php?awinmi ... Fpages%2Fcustomer-service

Trotter wrote:

Gerontius Took wrote:

Here’s a question, why do the Harper Collins Tolkien team not have a dedicated point of contact ? Would certainly cut out a step when things go wrong

They use the same Customer Service as the rest of the company.

https://www.awin1.com/cread.php?awinmi ... Fpages%2Fcustomer-service

Twice in my emails over the last 3 weeks HC has said they would pass my details to the Tolkien Team, cutting out the first step and giving a dedicated point of contact would certainly have speeded things up for me

Gerontius Took wrote:

Twice in my emails over the last 3 weeks HC has said they would pass my details to the Tolkien Team, cutting out the first step and giving a dedicated point of contact would certainly have speeded things up for me

The customer care team handles customer issues. If the issue is serious enough to warrant the attention of the editorial/publishing team, it gets escalated to them. If every customer email goes straight to the editorial/publishing team for them to handle, we will never get another edited/published Tolkien book, as they will become a customer complaint response team.