[bksvol-discuss] Re: Unresponsiveness to emails sent to BookShare Support
- From: "Julie Morales" <inlovewithchrist@xxxxxxxxxxxxx>
- To: <bksvol-discuss@xxxxxxxxxxxxx>
- Date: Sat, 30 Jul 2005 01:39:06 -0700
Hi, Pat. Actually, when you reach your quota, you get a message on the page
that tells you to email support for an extension so you can download more
books. I did it for the month of June and again this month and have never
heard back either time. I won't request another extension...I can say that
much. If the site says you can and I email them, I at least would want to
hear back with a negative if they, for some reason, can't give me the
extension, but I got none of that. The message says to email support for
that extension, for all the good that did. Take care.
Julie Morales
inlovewithchrist@xxxxxxxxxxxxx
Windows/MSN Messenger (but not email):
mercy0421@xxxxxxxxxxx
----- Original Message -----
From: "Pat Ferguson" <fergent@xxxxxxxxxxxxxxxxxxxxxxx>
To: <bksvol-discuss@xxxxxxxxxxxxx>
Cc: "Book Share Discuss" <bookshare-discuss@xxxxxxxxxxxxx>
Sent: Friday, July 29, 2005 9:36 AM
Subject: [bksvol-discuss] Unresponsiveness to emails sent to BookShare
Support
Hi Paula and Everyone,
I must agree with what you said below, and it's sad that people are leaving
BookShare for these reasons, however I must say, I understand.
I have a close friend who absolutely loves BookShare, but right now, she is
very unhappy with their support staff, as they have not replied to 2 of her
messages she has sent.
She uses a Voice Note BT because she does not have a computer, so she can't
figure out how to get to the place where one asks for an extention to
download more books. So, she just sent the email to support, and she sent
it twice, and they have not replied to her message. They should still reply
to her message, no matter what.
You know, They could have it so that BookShare staff could be in places all
over the USA, and people could work out of their homes.
Just my thoughts.
Pat Ferguson
At 11:06 AM 7/29/05, you wrote:
>Hi, Cindy,
>
> I'm glad you mentioned this problem. I don't know how often Bookshare
>staff looks at this list, but the issue of nonresponsiveness is something
>they need to take a lot more seriously.
>
> I had two books rejected a couple of months ago. First, it took me
> three
>e-mails to even find out why. I then followed up with a question about how
>to make the books acceptable, but after three more emails and a phone call,
>I still received no answer--not even, "We're not sure, Paula, but we'll let
>you know." (Calling isn't very helpful, as all you get are various
>recordings. I did leave a message, but my call was never returned) I know
>the staff are busy and short-handed, and I want to give the benefit of the
>doubt, but this was during the time that Gustavo wrote the list to say that
>he was twiddling his thumbs.
>
> Sadly, the above is not the first time I have had e-mails go entirely
>unanswered. I would have already given up on volunteering, if I didn't
>believe so strongly in the Bookshare concept. I don't submit many books,
>because it takes me a long time to prepare one, as I'm too much of a
>perfectionist. Even so, scanning and preparing books for Bookshare is my
>favorite hobby, and my only frustration is that sometimes the staff just
>seems to ignore legitimate questions and concerns.
>
> I hope somebody starts listening, before more users and volunteers
> make
>the same decision your friend has made. I understand the need for
>additional
>funding, but what about trying to retain existing subscribers?
>
>Paula Muysenberg
>
> > Cindy Wrote
> > > However I do know of one person who is so upset that
> > > she wasn't paid attention that she is henceforth only
> > > going to scan enough for her annual membership and no
> > > more. She told me that she has friends who are doing
> > > the same thing. It seems that a book she spent a long
> > > time on perfecting was rejected because an inhouse
> > > volunteer's or staff member's book had been put in
> > > before hers -- and when she pointed out that her book
> > > had a better quality rating nothing was done about it.
> > > She felt, as you state, that she wasn't listened to --
> > > no explanation was given as to why the lesser-quality
> > > book wa kept and her better-quality book, after all
> > > her work, was rejected.
> > >
> > > Cindy
> > > And o
> > >
> > >
> > >
> > > ____________________________________________________
> > > Start your day with Yahoo! - make it your home page
> > > http://www.yahoo.com/r/hs
> > >
> > >
> > >
> > >
> > >
> > >
> > >
> > > --
> > > No virus found in this incoming message.
> > > Checked by AVG Anti-Virus.
> > > Version: 7.0.338 / Virus Database: 267.9.7/60 - Release Date:
> > > 7/28/2005
> > >
> > >
> >
> >
> >
> > --
> > No virus found in this outgoing message.
> > Checked by AVG Anti-Virus.
> > Version: 7.0.338 / Virus Database: 267.9.7/60 - Release Date: 7/28/2005
> >
> >
> >
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