Just wanted to share a good experience I had recently with Penguin books. I bought a copy of The Man in the High Castle a few months ago, but didn’t get around to reading it until last week. When I’d nearly finished it, I realised that there was a pretty serious printers error: the last couple of chapters were completely missing, with the first 50 pages of the book reprinted in their place. Very frustrating – I want to know how the book ends!
Looking at Penguin’s FAQ, it appeared that they can’t replace faulty books unless you bought the copy directly from them; otherwise they advise you to go back to the shop you bought it from. Unfortunately, the place I bought my copy from no longer exists! I emailed Penguin’s customer service to see what they would recommend, and if they would make an exception to their returns policy in my case. I fully expected either no reply or a polite refusal, but figured I’d try anyway.
Within half an hour of sending the email, I’d had a personal reply from a customer service assistant, letting me know that he’d passed on my enquiry to someone higher up and would be back in touch. I was quite impressed with this in itself – there’s nothing worse than waiting in vain for a response, wondering if your email has even been read! A couple of hours later, I got an email from someone (presumably the higher-up previously mentioned) apologising profusely for the inconvenience caused by the faulty book, and asking what address I’d like them to send a free replacement copy to. Result!
I’ve always been a fan of Penguin as a publisher – they’re books are just, well, nice. It’s good to have a more solid reason to be a Penguin fan 🙂
Edit: It’s just been pointed out to me that Penguin aren’t always so wonderful:
Nasty story. Ah well, I’m still happy with the service I received anyway!