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A+ for O'Reilly Customer Service: Keep the books and donate them

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31–40 of 55 posts

Re: A+ for O'Reilly Customer Service: Keep the books and donate them

#31
post #7

I may be too cynical, but I bet that the authors of those books didn't get paid. They were probably marked as "destroyed" in O'Reilly's accounting system.

Even if that was the case, I'll bet both of the authors would have been happy to see their books go into a library. Neither of them are currently available in Carnegie Library (our largest in Pittsburgh).

You're probably right, but it's still wrong to do that without asking permission first.

Re: A+ for O'Reilly Customer Service: Keep the books and donate them

#32

I've had some concern about the quality of some more recent O'Reilly titles. Nonetheless, I've long felt and continue to feel and hope that their heart is in the right place. I've seen this with authors who work very hard to make their primary mission communication and education, without "sweating the small stuff". And I've seen it at the top, with the way Tim has run and cared about the business. It's worked, with m…

Me too. I definitely don't use Safari enough to justify the cost. But the instant access and the rational useful model make so much sense that I really don't mind.

Re: A+ for O'Reilly Customer Service: Keep the books and donate them

#34
post #7

Earlier quoted context omitted.

Even if that was the case, I'll bet both of the authors would have been happy to see their books go into a library. Neither of them are currently available in Carnegie Library (our largest in Pittsburgh).

You're probably right, but it's still wrong to do that without asking permission first.

The author wouldn't get paid for a returned copy either. And publishers have very wide discretion over things like giving out freebie copies — in pretty much every standard publishing contract they control what happens to the books, not the author. An author is usually given a small amount of copies of the book (in O'Reilly's case 10) — beyond that what happens to all the rest is entirely in the publisher's hands.

Re: A+ for O'Reilly Customer Service: Keep the books and donate them

#35

I may be too cynical, but I bet that the authors of those books didn't get paid. They were probably marked as "destroyed" in O'Reilly's accounting system.

Good point... it's not even clear that donating the book is legal, unless O'Reilly wrote it off as a donation, and paid the royalty.

Why wouldn't it be legal?

Re: A+ for O'Reilly Customer Service: Keep the books and donate them

#37
post #28

Earlier quoted context omitted.

Why "used to"? Sounds like a cool place to work

Because they're in the middle of BFE. A beautiful wine country town far, far from everything. [Note, I can't say for sure that's why the above person doesn't work there anymore, but it's likely. I interviewed several times and was astounded that they wanted me to relocate to the middle of nowhere for a 3 month contract.]

OTOH, it's now a (limited) test market for sonic.net's uncapped 1 Gbps service. ;-)

Re: A+ for O'Reilly Customer Service: Keep the books and donate them

#38

While we're praising O'Reilly, I should mention Safari Books Online. I'm sure you've all seen the promotions for the service in any O'Reilly book you purchase. I'm a subscriber, and it's a great service. I get electronic access to almost every book in the O'Reilly library, plus books from a number of other tech publishers, all for a little over $20 a month ($45 if you want to get rid of the 10 books/month limit). It'…

The customer service for Safari is great too.

1) I got some promotional mail for a new subscriber deal, and I asked if they could give me that deal too. In response they gave me a better deal and a free month.

2) I used my tokens to download what I thought was the latest edition of a book(2005, pdf only), but discovered a month later that there was a newer one just released(6yrs newer, epub and .mobi formats). I asked if there was anything they could do, and they refunded my tokens so I could get the new one. (They also gave me 200 extra tokens which they removed after I notified them. If it was a smaller qty I would have just assumed they were being nice and kept them, but 200 was pretty clearly an error.)

Re: A+ for O'Reilly Customer Service: Keep the books and donate them

#39
"UNIX in a Nutshell" and "Essential System Administration" helped kick-start my career back in '95-96, and I'll always be grateful for that.

I was in their "O'Reilly Irregulars" group a few years ago, where folks volunteered to go inventory/catalog the ORA books at their local favorite bookstore, in exchange for a free book or two a month. I also ran banner ads for ORA on a couple of my websites. Marsee and the rest of the crew there are wonderful people to deal with.

I go out of my way to buy ebook versions of their titles directly now even though I could pirate them easily for free.

Re: A+ for O'Reilly Customer Service: Keep the books and donate them

#40
post #17

+1 for O'Reilly Customer Service: when they released The Cathedral and The Bazaar (or was it Free as in Freedom?, can't say for sure), I wrote to them saying that it was funny that a book on free software wasn't itself free to read. They shipped me a free copy and a Python T-shirt (to India). I was in my teens: life-long fan since.

I bet that a lot of startups don't engage in that kind of customer service since it's uncertain whether they'll even be in business in five years.
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