Bizarre; I had _exactly_ the same experience a couple weeks ago. (It was Programming Perl, 4th Edition, for what it's worth.)
I donated the spare book to my local library.
A+ for O'Reilly Customer Service: Keep the books and donate them
51–55 of 55 posts
Re: A+ for O'Reilly Customer Service: Keep the books and donate them
#52I've had the same experience with Amazon, when orders have gone wrong which I think is even more impressive given they're much larger and public. It shows is possible not to put short-term profits first -- some people excuse "evil" acts by companies as being required by shareholders.
I also love Amazon. I once ordered a big bulky heavy hardback book and it didn't arrive, so I emailed them and they replied that if it doesn't arrive after the full 6 weeks that they say to allow has passed, email them again for a replacement. So about a week later, I emailed them again because it still hadn't arrived and hey said "no problem, replacement sent, let us know if the original ever arrives" (it didn't) -…
Same happened to me while ordering some books from Amazon. When the original order arrived (after the 2nd order), I notified them and they just told me to keep it and try to donate to someone that needed the books or to a library.
Re: A+ for O'Reilly Customer Service: Keep the books and donate them
#53Earlier quoted context omitted.
How is this preventing mail fraud if the OP says he inadvertently placed two order himself, not due to any fault of O'Reilly?
He indicated they refunded him for the duplicate order that he mistakenly placed and that resulted in his being charged twice. Ergo, the second book wasn't a "freebie" until customer support, after processing a refund, also made it a freebie.
Yes, I understand that, but plasticsyntax says he is not obliged to return the item. Sure he is obliged to return the item if he placed the order by mistake, and the duplicate is sent not due to an error on the part of O'Reilly.
I understand when the second book became a freebie but they could have asked for it to be returned at buyers expense...
Re: A+ for O'Reilly Customer Service: Keep the books and donate them
#54Earlier quoted context omitted.
He indicated they refunded him for the duplicate order that he mistakenly placed and that resulted in his being charged twice. Ergo, the second book wasn't a "freebie" until customer support, after processing a refund, also made it a freebie.
Yes, I understand that, but plasticsyntax says he is not obliged to return the item. Sure he is obliged to return the item if he placed the order by mistake, and the duplicate is sent not due to an error on the part of O'Reilly . I understand when the second book became a freebie but they could have asked for it to be returned at buyers expense...
It's been a couple of days, but I think I was agreeing with you rather than countering.
As I see it, they could have said, "You ordered it. It's yours." Or they could have said, "Return the book, and we'll refund you (perhaps less shipping and handling, or some such)."
As it was, they said, "Here's your money back. Oh, and just keep the book." While it might indeed be easier and even cheaper for them to deal with the situation this way, it still makes for a nice customer experience. (And so, one could argue they might come out ahead in good will.)
P.S. So, I'm saying, perhaps they couldn't insist the book be returned. But they also didn't have to issue a refund, if the original order (as is described per the OP) was legitimately -- even if mistakenly -- placed. (I.e. he really did order it. It wasn't fraud. And the web site didn't mis-behave -- perhaps this remains an open question, depending upon the exact behavior and a determination of his culpability versus the site's.)
Anyway, more than enough typing about this...
Re: A+ for O'Reilly Customer Service: Keep the books and donate them
#55Earlier quoted context omitted.
Yes, I understand that, but plasticsyntax says he is not obliged to return the item. Sure he is obliged to return the item if he placed the order by mistake, and the duplicate is sent not due to an error on the part of O'Reilly . I understand when the second book became a freebie but they could have asked for it to be returned at buyers expense...
It's been a couple of days, but I think I was agreeing with you rather than countering. As I see it, they could have said, "You ordered it. It's yours." Or they could have said, "Return the book, and we'll refund you (perhaps less shipping and handling, or some such)." As it was, they said, "Here's your money back. Oh, and just keep the book." While it might indeed be easier and even cheaper for them to deal with the…
Haha, fair enough, think I just didn't get the gist of what you were trying to say!
It's a very nice sentiment indeed, and think it adds much more goodwill than the value of the book.