Wow and Shit!

Two-week saga of buying a gift subscription…

Sent: Sunday, September 23, 2007 2:37 PM
To: subscriptions@libertybooks.com; info@libertybooks.com

I have just wasted almost an hour on your website, then on two international calls from Hong Kong to your shops in Forum and Park Towers. All I want is to send a gift subscription of National Geographic for Kids to my niece in Karachi. I live in Hong Kong.

Firstly, this magazine is not listed on your website so I can’t do it online. If it’s listed, I can’t find it. There’s no category for “kids” magazine.

People at Forum shop failed to understand what I wanted to do. Francis at Park Tower was very helpful but he couldn’t process my order through my credit card unless I come to his shop to SIGN!

Here’s all the info you will need to process my subscription (full details of credit card and delivery address was provided). Please charge my card for the amount of PKR2500 and start the subscription as soon as possible. Please reply quickly.

Thanks
mush (very frustrated!)

On 24 Sep 2007, at 5:01 PM, Liberty Books Pvt. Ltd. wrote:

Dear Sir,

Please refer to your email dated 23/09/2007 regarding your interest in subscription for national geographic for kids. I have sent your credit card for approval to the bank and as soon as we have your credit card charged, we shall start the subscription to your niece immediately. I would take this as an opportunity to apologize for the inconvenience caused by our employees.

We look forward for your valued order.

Kind regards,
Customer care.

Sent: Friday, September 28, 2007 11:02 PM

Dear Mr. Whoever at customer care,

I am still waiting to hear the confirmation of the subscription. How many days do you need to obtain a bank approval on a small credit card charge?

Thanks
mush

On 1 Oct 2007, at 4:10 PM, Liberty Books Pvt. Ltd. wrote:

Dear Sir,

Please refer to your email dated 28/09/2007 regarding your credit card to be charged for your subscription.

This is to inform you that Citibank is in receipt of the approval and they might require signatures as the card to be charged is not of a local resident.

As soon as we get a reply from the bank as to how they want to proceed on it we will let you know.

Your patience is highly appreciated for.

Kind Regards,
Nabiha Jamil

Sent: Monday, October 01, 2007 1:20 PM

Thanks, Nabiha. I’ll wait.

Dealing with Liberty Books is a good lesson in patience for me

And I hope it’s a lesson in customer service for you. A customer has made three international calls, and sent two reminder emails for a simple magazine subscriptions!

Regards
mush

On 6 Oct 2007, at 4:16 PM, Liberty Books Pvt. Ltd. wrote:

Dear Mushtaq,

Please refer to your email dated 01/10/2007 regarding your interest in subscribing for National Geographic for Kids.

We want to inform you that your credit card has been charged with an amount of PKR 2500/-. I would also like to add here that without putting your patience into further test, the first issue for the said magazine will be delivered to your niece in Karachi by Tuesday.

We, at Liberty Books Pvt. Ltd. want to apologize for all the inconvenience caused in the process.

Kind Regards,
Nabiha Jamil

Date: 6 October 2007 9:25:32 PM GMT+08:00

Nabiha, I’ll believe it when my niece actually sees the magazine

Thanks in advance!

The magazine was finally delivered! What do you say? WOW or SHIT?