The personal brain-dump of Garrett Coakley

What Is This "Customer Service" Of Which You Speak?

Sorry for the lack of stuff up here (as if anyone is listening) but I'm currently mired deep in TheProjectWithNoEnd ™ and have bug reports coming out of my ears. Still, it's really coming together now, hopefully people will like it once it's done.

In other news, I'm waiting for some feedback from Amazon regarding a recent purchase of the Animatrix DVD. Read on for the full gory details.

The funny thing is, my problem isn't with Amazon, it's with Warner Brothers. This email should explain why:

From: Garrett Coakley < *********************>
To: customerservice@warnerbros.co.uk
Subject: Animatrix DVD - Subtitle problems
Date: Fri, 6 Jun 2003 11:22:47 +0100


At the beginning of this week I purchased The Animatrix
DVD and I have a problem that I hope you can clear up.

Whilst watching the bonus features I noticed that there 
are no subtitles for when the Japanese contributors are 
speaking. The only way to fix this is to turn on English 
subtitles for the whole DVD, which is incredibly distracting 
when English speaking contributors are on screen.

I find it hard to believe that this is intentional, so could 
you let me know if this situation is due to a mastering error 
or if it is an oversight on the part of the DVD developers, and 
what steps Warners will be taking to correct this error.


Garrett Coakley.

Unfortunately Warner Brothers don't appear to want to talk to their customers (can we get them a copy of the Cluetrain Manifesto?). After searching in vain on their site for a contact address, I gave up and took a shot at customerservice@warnerbros.co.uk. No dice, sendmail bounced it back with a 'User Unknown' error. Same for support@warnerbros.co.uk. Nice one Warners. Still, the error made a few of us giggle and made the topic over at #evolt for a few hours.

So, next stop, the retail chain I bought it from. A quick email to Amazon elicited a reply within 24hours:

From: cust.serv03@amazon.co.uk
To: Garrett Coakley
Subject: Your Amazon.co.uk Order (#***-******_********)
Date: Fri, 6 Jun 2003 11:39:03 -0700

Dear Customer

Thank you for contacting Amazon.co.uk with your question.  

We will need to research this a bit further and will write again soon with an answer.

Thank you for shopping at Amazon.co.uk.

Ignoring the "Dear Customer" intro, which is a little cold for my liking, it looks like Amazon could be on the ball. We'll wait and see though.

I'll post any further updates in the comments.