When I was a young thing in revolutionary China there were two slogans, i
n agriculture, learn from Dazhai and
in industry, learn from Daqing. The capitalist version of this, with which librarians have been bombarded throughout the thirty-two years I've practiced the art, is that we should learn from the great wisdom and successes of the private sector.
That this is manifest rubbish is obvious to anyone who's been awake for the past few years, but we seem to be seeing a renewed propaganda effort by those who think that finance capital can do no wrong. Nowhere more so than in the area of customer service.
When I was made redundant recently my colleagues, touchingly and with less than twenty-four hours notice, clubbed together and bought me a leaving present, a Waterstones gift card. Now Waterstones are one of those bookshops that we in libraries are so often exhorted to emulate. I was delighted by my ex-fellow workers' thoughfulness. I ordered two books I have coveted for some time, Julian Bell's
Mirror of the World and Gabriel Josipovici's
Everything Passes. The Bell came quickly, and is a great book; the Josipovici, though easily obtainable and in print, seemed to cause them problems. I checked my account online from time to time, and it was still shown as on order. Today I had an e-mail from them. It said:
'We are writing to you to inform you that your order contained an item(s) that we are unable to deliver. This is because our supplier has been unable to fulfil the order and/or the item(s) are unavailable to us.'
This is poorly phrased, but let that pass. What could I do to find something else to use the present my colleagues had kindly given me. The message further said that,
'
Please note that if you paid for your order using a gift card, Waterstone's Loyalty Card or
e-wallet credit, the amounts used will be refunded to your e-wallet (giftcard/e-wallet credit) or Waterstone's Card.
However, when I checked my account on Waterstones, the amount had not been credited to my account. I looked around the website for advice on what to do, but there was none, At this point I must have lost my presence of mind, for I then decided to ring them. After a bewildering series of options, repeated invitations to look at the web site I'd just been to to find the answer to my question, and a fifteen minute wait, I spoke to a human. He was perfectly pleasant, but said that they could not credit my account for 72 hours (what? the colleagues who bought me the gift card had to hand their money over then and there) and that they could not give me a refund. Having decided on the Josipovici, there seemed to me no reason why, if they could not provide it, they could not give me the money to go and buy it elsewhere. He promised he would ask his supervisor who was 'on the phone' and ring or e-mail me back within a half-hour. I have heard nothing.
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