Jonathan Korzen responded with a nice note at 121 hours:
John,
Please accept my apologies for the lack of response. We failed in terms of your experience at audible.com and my follow-up. We take great pride in our user experience and customer support, but we won't continue to grow if people fall through the cracks when requesting help. And I didn't respond quickly enough to your blog. But please do note that this is the first post I've had to make defending the service (and my inaction) in 8 years as ADBL's pr guy. I beg for mercy in advance...
First and foremost I'd like to get your support issue straightened out today. May I trouble you send me your username and describe the issue?
Again, my apologies for the silence.
Sincerely,
Jonathan
Jonathan Korzen
Director of Public Relations
Audible.com
Considering the weekend, I guess that's not too bad. It looks like the winners are.... Jake and Andreas. Guys, shoot me your email address and I'll get signed books out to you.
Thanks to everybody for participating. I'll let you know how the follow-up goes with Jonathan.
Hey - what about ME?!?!?!?!?! Hey - wait, don't go! LOL
If we didn't hear I was going to suggest working it through Amazon since they are such a strong partner for Audible but I'm glad we can put this to rest:)
I'll send Jonathan Korzen another note about the book that I want to buy but can't because they say I did already, but didn't, or did and don't have any record of it.
This was fun John, thanks.
Posted by: Bruce DeBoer | March 08, 2005 at 11:53 AM
John, you have my e-mail address already :) Plenty of times. In your blog, in your mailbox, via Plaxo. So, let me ask you (jokingly, please don't take this serious) - how is it that we ask companies to keep our contact details updated, but than, we forget friend's telephone number, addresses or even appointments? Hehe, I got you here!
Posted by: Andreas | March 08, 2005 at 05:58 PM
Great question, Andreas. I've felt so disconnected while in Mexico. I'm using Outlook Web Access, which is fine for sending email but is hard on the contact side. Anyway, no excuses. I'm in Boulder on the 22nd and will sign and send a book to you then.
Bruce, that was fun! Thanks for being the inspiration. Jonathan has been great to work with. I suggested that he might want to have someone contact you, as well. Keep us posted how that goes.
Posted by: John Winsor | March 08, 2005 at 07:57 PM
Not too worry, John. Enjoy your time, and yeah, I am looking forward to the book (and your next one as well!!). At least I get a new one. The one I have now is pretty much "de-read" (Can I say so?). There are comments and wows, and underlined sections and so on. This one will be kept "in tact".
I probably blog about it later, so drop by my blog :)
Posted by: Andreas | March 08, 2005 at 11:43 PM
Actually, I am not sure if I earnt the book :) I said that I believe they will never get back to you - and they actually did. :) But I accept the price, if I get one, hehe
Posted by: Andreas | March 10, 2005 at 12:55 AM
Andreas, you deserved it. While Audilbe did respond you were the first person to write a comment on my blog. That, in itself, deserves a book.
Posted by: John Winsor | March 10, 2005 at 09:46 PM
Not too worry John - Great blogs always attract comments. It is a measure of co-creation as well, right?
Posted by: Andreas | March 11, 2005 at 04:45 AM
Excellent site with fantastic references and reading.... well done indeed...!
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