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I’m totally disatisfied and frustrated

Your web site doesn't work.

I don't understand your indifference when your web site doesn't work. I can't order books online or register books.
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  • Hi Hirofumi,

    I'm sorry to hear that you're encountering issues with our website. I'm not aware of a problem right now, so I really appreciate you writing us so that we can check it out. Can you let us know what specific problems you're seeing?

    Also, if it would help, you can call customer service at 1-800-998-9938 / 707-827-7000 to make an order.

    Thanks again for writing us and we hope to get this resolved soon.

    Regards,

    Rachel James
    O'Reilly Media, Inc.
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  • Actually, my friend had the problem. He tried ordering O'Reilly e-books
    on Friday through Sunday and he got the same error message.
    See the attachment. He also had problem registering his books too.
    He tried logging in using his O'Reilly Id to this satisfaction facility
    but it wouldn't let him so I did it for him under my email address
    as a new Id.

    He tried ordering using three browsers, IE, Firefox and Opera
    since some sites are primarily written for and work for
    IE (Internet Explorer).

    He finally called in Monday by phone and ordered the books.
    The staff person at O'Reilly said that O'Reilly usually responded
    within 48 hours regarding web site issues and problems.

    Since he tried ordering on Friday and he hasn't gotten an
    email this evening (over 48 hours), he thinks you are probably
    like Microsoft and other software vendors with technical
    support who use off-shore script non-native speaking script
    readers and support staff with no technical knowledge.

    Can a book company really function and sell their product
    without a web site which takes book orders from some
    customers. His case may be an abnormality but he did
    expect that his emails would be returned.

    Are you really an O'Reilly employee or contractor employed
    by O'Reilly to show that customer satisfaction is high?
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  • Hello Hirofumi,

    I'm not sure what to say about your friend's issue with ordering. Our website and cart were working fine over the weekend and orders were being processed. Can you please have your friend email me at allen at oreilly dot com? I'd like to understand what happened. And I do appreciate his or her persistence.

    And just so you know, all our staff are based in Sebastopol, California, or Cambridge, Massachusetts. There are many excellent offshore service centers but we prefer to maintain our own staff.

    Regards, --Allen
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  • Hi Hirofumi,

    We also want to let you know that we were aware of some bugs in the product registration part of the site, so we've been working on an update to that. We released a new version of product registration today, which should be much more usable. This is available at https://members.oreilly.com/account/register/index.

    Please let us know if you encounter any more bugs in our shopping cart system or any problems with the new registration system. We still haven't been able to track down the issue you described, but we're keeping an eye on it.

    Regards,

    Rachel
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  • This reply was removed on 2010-09-02.
    see the change log