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Hanser Publications, LLC

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Hanser Publications, LLC Reviews (1)

I received consumer complaint #[redacted] on 11/12/15 at 1:54 am from the Cincinnati Revdex.com. (I did not receive the customer e-mail that was sent on 11/8/15.)

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I forwarded the complaint to our customer service group on 11/12/15 at 11:31 am. Our primary representative responded:  "Customer left a voice mail
message last night @ 7:32 P. M. looking for his order. He only left his name,
but I did find him in our system. Invoice # 404380.... I did call customer
back as soon as I heard his message this morning, but had to leave a voice mail
message, I did apologize several times. His book is on back order, I have
attached an invoice for you to see.. I never spoke to this customer previously..just hearing his voice mail this
morning & I responded immediately..."
I forwarded the complaint to our website developer on 11/12/15 at 11:54 am. He responded: “After doing
some digging, there have been a few issues at play here. First and probably most
revealing is that the website hasn't been sending email out for quite some
time. When we transferred the website to a new instance for performance
reasons, it seems the SMTP server was misconfigured or had been misconfigured
sometime in the interim. This has been correct[ed] on the server and all future
emails are being sent correctly….  Secondarily,
there is the issue of stock updates. Looking at the order of the specific user
in the report, it went through successfully and was indeed exported to [the
warehouse] successfully. That being said, we haven't been receiving stock
updates for quite some time. It looks like the files they are supposed to be
generating on the FTP are no longer being created and our stock import process
is failing as those files don't exist. We will need [the warehouse] to
investigate this and figure out why the stock files are no longer being
generated.”
I shipped a copy of the book to the customer on 11/12/15 via UPS overnight delivery.
I e-mailed the customer on 11/12/15:  "My apologies for the shipping delay
and poor communication. The [redacted] book is on back-order at our warehouse;
however, we have a copy in our corporate library. I have sent it to you via UPS
Next Day Air (tracking #[redacted]). It should arrive by the end of the
day tomorrow. There seems to be something wrong with our website
notification system. The book should have been marked “out of stock,” and I
never received your e-mail from November 8. Our website developer is looking
into the issues. I greatly appreciate you bringing the problems to our
attention. Again, I am so sorry for the trouble with this order."
The book was delivered to the customer on 11/13/15 at 3:50 pm.
I received this message from the customer on 11/16/15:  "I wish to apologize for taking so long to respond to you. I
did receive the book on Friday, November 13th, so thank you for
everything you did to make that possible."
As of 11/17/15, I am still waiting to hear from our warehouse IT guy about the online data feed updates. He has been out of the office and should respond soon.  
I believe the customer complaint has been resolved. Please let me know if you need any further information.

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