The following is a copy of an e-mail I recently sent to the Customer Service <BR>
Dept regarding books purchased from Midrange Computing. I'll keep you updated <BR>
on their response. <BR>
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With much enthusiasm, I recently purchased two books from your store. These <BR>
were The Modern RPG IV Language, 2nd Edition and The AS/400 Programmers <BR>
Handbook. Upon receiving my order I was extremely disappointed for several <BR>
reasons. <p>1. The books were poorly packaged. In fact, both books were damaged <BR>
during shipment (corners bent, pages wrinkled & folded over, etc.). <BR>
2. The very poor quality of materials used for The Modern RPG IV <BR>
Language. I have the first edition, as well as many other books of this type <BR>
from publishers such as Microsoft Press (in fact, we are a book publisher). <BR>
The stock used for the both the cover and pages in no way compares to your <BR>
first edition of the book, which I have used quite regularly for the past 3 <BR>
years. The binding appears as if it will last a very short time. <BR>
3. Content. The ONLY reason I ordered the second edition of The Modern <BR>
RPG IV Language was to learn about the new built-in functions (new with V4R2 <BR>
and later) and their relationship to operation codes. Although the new <BR>
functions are described, they are seldom used in examples or even mentioned in <BR>
the opcodes section. For example; I compared the CHAIN operation code as <BR>
described in volume with the ?new? volume two. They followed each other <BR>
word-for-word. Even the examples were the same. Unbelievably, there was NO <BR>
example of the new %FOUND built-in function, and how to use it to write <BR>
?indicator-less? RPG. The same scenario held true for the SETLL opcode. <p>In any case, I have made arrangements to have the books replaced since they <BR>
were damaged. But I am seriously considering returning them altogether, and I <BR>
will no longer recommend your publications. <p>Sincerely, <p>Greg Wilburn <BR>
System Analyst <BR>
Hobby House Press, Inc.

Greg, <p>Shipped Product: Product should arrive in good shape. When it does not, the <BR>
&nbsp;complaint should chiefly be with the postal carrier. If the product was in a <BR>
&nbsp;box, or just a plastic covering to protect if from the elements, you should <BR>
still get it in good shape. If it was packaged for shipment improperly, then <BR>
there is a legitimate complaint to be addressed. <p>Quality of the Product: Any publication, whether it be in paper, audio/video <BR>
tape, CD or other media should be expected to withstand wear and tear. <BR>
Especially reference manuals that would be opened many times. <p>Quality of information contained: Should be up to date and of a nature to <BR>
enlighten if not show step by step how to do something. I too have many books <BR>
that were updates. These did not cover just new materials. The old material <BR>
was there and integrated. Many times it did not seem to cover as much of the <BR>
new material as I would have liked. <p>Criticism is a wonderful thing when constructive. When lambasting something or <BR>
somebody without allowing them to correct the situation, then it's just blowing <BR>
off steam. <p>In any forum, especially one that is available (literally) worldwide though, <BR>
some diplomacy must be used. Word of mouth (or site to site) advertising is <BR>
the most powerful form of advertising there is. <p>As much as I agree with standing up for principle, (principal?), I find myself <BR>
treating your statements with the same ire and distrust as the famed "Burger <BR>
Flipping Turns Reality" comments of an earlier time. <p>Bret Myrick <p>p.s. I don't work for MC. Heck, I haven't even been a subscriber for about <BR>
three years, but right is right and wrong is wrong.

Greg, <p>I don't work for MC, but because I wrote the AS400 Programmer's Handbook my <BR>
ears perked up when I read your post. I certainly don't think your experience <BR>
&nbsp;is typical of MC's quality. Why not give them the opportunity to correct the <BR>
problem? <p>By the way, my follow-up book The AS400 Programmer's Handbook Volume II <BR>
dedicates a chapter to all of the new built-in functions. <p>Mark McCall

I purchased <B>The AS/400 Programmer's Handbook Volume II</b> and have to <BR>
tell everyone that it is a <b>very</b> good book! It is becomming my bible <BR>
for build-in-functions! (Good job, Mark.) <p>I like that fact that the book came with a CD ROM that has all the examples in <BR>
the book that you can upload to the AS/400. It is a lot better learning <BR>
experience when you can play and modify code that is in the book to learn how <BR>
to make something "tick". <p>Thanks again, Mark. (When is Volume III comming out?) <p><b>==Scott==</b>

To Mark McCall - Thanks for the info! I guess I'm just wondering why they <BR>
didn't "upsell" me on volume II instead of the first edition when I called to <BR>
order the other book. I specifically called rather than go through the e-order <BR>
site so that I could explain exactly what I was looking for. I'll surely be <BR>
swapping the one I received for the newer volume. All I want to know is how to <BR>
use the new RPG tools that have changed between v4r1 and v4r4. <p>To Brett Myrick - I'm sorry if I've offended you, but I DID give them a chance <BR>
to make it right (and they are doing what they can). They can't change the <BR>
&nbsp;content, nor the quality of the materials in this particular book. BUT, my <BR>
&nbsp;company ships product for a living (including the books we publish). You can <BR>
say what you will about the carriers & their handling, but we ALL know that. <BR>
Therefore, we need to package our goods in a way that compensates for the rough <BR>
ride between us and our customers.

Greg, <p>Just so you understand my point. I'm not bashing anyones right to protest. <BR>
That's what this country was founded on. I wholly agree that if the product <BR>
does not meet reasonable expectations, that it should be returned. Whether <BR>
that be content, package or other situations. <p>If the carrier service is responsible for the condition of the book, then MC <BR>
will have recourse to get damages. <p>As far as sounding off. It just seemed like venting to me. I may have taken <BR>
&nbsp;it wrong, but when a bad word of mouth campaign begins, even unintentionally, <BR>
&nbsp;it can quickly get out of hand. <p>Best of luck in resolving the issue to your satisfaction. <p>Later, <p>Bret Myrick

I don't mean to throw more wood into the fire here but, over the years I have <BR>
ordered quite a number of books from MC, and I do have to admit that in more <BR>
than one occassion books did not arrive as "good" as they could. Perhaps, MC <BR>
should review its packing practices. On the issue of content of the material, <BR>
I have to agree with Greg, "The Modern RPG IV language" did not meet my <BR>
expectations set by its previous edition "The Modern RPG Language". In any <BR>
&nbsp;case, this is exactly the reason why we participate on this forum, so can share <BR>
our experiences and therefore, make the materials that we have available to us <BR>
even better.

Hi, Greg. As Director of Book Publishing, please allow me to apologize for your <BR>
dissatisfaction with the products you recently received. I've checked into the <BR>
matter, and I'm confident that replacements have already been shipped to you. <BR>
I've been informed that our Customer Service department requested that you <BR>
return the original packing materials so we can investigate the reasons for <BR>
damage. Thank you for having the foresight to keep those packing materials. Our <BR>
return rate because of damage is minimal, and we aim to keep it that way. <BR>
Seeing the damaged goods and materials for ourselves will help us determine the <BR>
&nbsp;cause of the problem. <p>Regarding the quality of the physical book, let me assure you that we've made <BR>
no changes to our materials to decrease the quality. In fact, the binding that <BR>
you mentioned is an improvement we've made to our products. The new "layflat" <BR>
&nbsp;binding is designed with the intended use of the book in mind. It allows a book <BR>
to be open on a flat surface, leaving the reader's hands free to use the <BR>
&nbsp;computer. The old "perfect" binding made it difficult for a reader to leave the <BR>
&nbsp;book open on a flat surface without having to crack the spine, which limits the <BR>
&nbsp;book's lifespan. <p>As regards content, if you find that any product MC offers doesn't suit your <BR>
needs, please feel free to contact our Customer Service department to return it <BR>
or exchange it. We are committed to ensuring your satisfaction with all our <BR>
products. And that means not only that the product arrives in good condition <BR>
&nbsp;but also that the product provides the information and education you require. <p>Finally, thank you for your feedback. It's always important to us to know how <BR>
our customers feel and to find new and better ways to serve them. In the <BR>
future, please feel free to contact me or Customer Service directly with your <BR>
&nbsp;concerns. We'll be happy to do whatever is necessary to make sure you're <BR>
getting what you need. <p>Regards, <p>Victoria Mack <BR>
Director of Book Publishing <BR>
Midrange Computing

Victoria, <p>Exactly the response I would expect from MC. Should expect it from all <BR>
vendors, but I didn't get cynical without reason (in most cases). What <BR>
&nbsp;impresses me about MC is that this is the response you get even if you don't <BR>
tell the world what happened to you. <p>Later, <p>Bret Myrick

And they did exactly what they said they would do. Bravo! The second shipment <BR>
was packed so that the books were not damaged.

Greg, <p>To quote Montgomery Burns: "Excellent..." <p>Bret Myrick <BR>
&nbsp;:)

Bret, <p>I thought it was Wayne Campbell (from Wayne's World) who said that?!?! <BR>
:-)

Well, I have the WAV of Mister Burns...

Susan, <p>Swhing! You're right. I'm just a little more juvenile I guess. I was <BR>
thinking of the Nuclear Power Plant Owner in "The Simpsons". <p>To sorta quote another favourite: "I may be getting older, but I refuse to grow <BR>
up Neighboroonie!.....Ned Flanders <p> :p <p>Bret Myrick

Do you REALLY believe that The Simpsons is more juvenile than Wayne's World??? <BR>
I'd call it a tie! :-)

Susan, <p>Touche`. <p> :p