It really shouldn't have been this difficult. All we wanted was to order a set of Winnie the Pooh "Lift the Flap" books for my 14-month-old son as a Christmas present. He already had two of the books in the set and -- like any toddler -- showed his love of them by methodically ripping out the flaps anytime he got a moment alone with them.
The back cover of one of the books stated that they could be ordered online at Disneybooks.com, and that's when the trouble began. Al Ries, Chairman of Trout & Ries Advertising Inc., once said, "Today, communication itself is the problem. We have become the world's first over-communicated society. Each year we send more and receive less." I can tell you now that truer words have never been spoken. When we accessed the Disney site, a simple search brought up the book set that we were seeking. When we attempted to order the books, however, an error message would pop up stating that the order page could not be displayed.
What follows is a series of e-mails traded between my wife and the customer service staff at Disney Books. Keeping in mind that Disney is routinely regarded as the epitome of corporate excellence, especially in the area of customer service, it's not hard to imagine that if Nietzsche were alive today he might be quoted as saying, "It is communication, and not God, that is dead."
To: guest.services@disneyonline.com
From: Dawn Croisdale, 11/20/02
Re: Winnie the Pooh "Lift the Flaps" Book Set
I cannot order the book collection, "Perfectly Pooh: A Roly Poly Box Set" with fun-to-carry case. I click where it says "Buy Book" and receive an error message saying, "Page will not load." Please advise how I can order book in time for Christmas. Thank You.
To: Dawn Croisdale
From: guest.services@disneyonline.com, 11/21/02
Re: Response: Winnie the Pooh "Lift the Flaps" Book Set
Dear Disney Guest:
Thank you for your recent product inquiry. The books you inquired about are not available through Disney Catalog or DisneyStore.com. I have a number for Grolier Books that you can call and they can possibly give you more information. The phone number is 1-800-955-9877.
However there are many tiggerific items that may closely match your wishes.
Click http://go-disneystore.com/find/advancedsearch to search for your favorite products.
DisneyStore.com offers a great way to search for your favorite products! Our search functions allow you to search for either specific character-related items or just a general product group.
Regretfully, we cannot guarantee that any Disney Store or Theme Park carries this item.
However, you may wish to contact the following locations for the possible availability of your requested item.
The Walt Disney World Resort
Disneyland Park, DeliverEARS
We hope this information helps you, and thank you for your interest in the magic of Disney.
Sincerely,
DisneyStore.com
Martha H
To: guest.services@disneyonline.com
From: Dawn Croisdale, 11/22/02
Re: Winnie the Pooh "Lift the Flaps" Book Set
Dear Martha:
Thank you for responding. I did search the site and Winnie the Pooh Roly Poly Box Collection does come up with ISBN #1570827257 and a retail price of $9.98.
The problem I am having is when I click on "Buy Book" button an error screen comes up that says that the page is not available. I get this screen when I click on ANY book on the site. Please check the ISBN # I have given you and let me know if the item is still for sale. If not you should remove it from your site and let me know how I can order it elsewhere or any book for that matter.
To: Dawn Croisdale
From: guest.services@disneyonline.com, 11/22/02
Re: Response: Winnie the Pooh "Lift the Flaps" Book Set
Dear Disney Guest,
We appreciate your interest with the DisneyStore.com site and thank you for your recent correspondence.
The item that you are requesting is not on DisneyStore.com. All of our item numbers are five digits long. We apologize for the inconvenience, but we cannot help with any other Web site.
Please do not hesitate to contact us if you have further questions and we look forward to future opportunities to be of service to you.
Sincerely,
DisneyStore.com
Nancy
To: guest.services@disneyonline.com
From: Dawn Croisdale, 11/22/02
Re: Winnie the Pooh "Lift the Flaps" Book Set
Dear Nancy:
This is the specific item that I am interested in off the Web site for disneybooks.com: You can view it by cutting and pasting this address: http://asp.disney.go.com/DisneyBooks/BookDisplay1.asp?id=1333
This is the fourth time requesting how I can purchase these Winnie the Pooh Lift the Flap books. It is on the Web site and I received your e-mail off the same Web site. When I hit "Buy Book" button both for this book and others, I get an error message. Again, please advise how I can buy these books either in this collection or separately.
To: Dawn Croisdale
From: guest.services@disneyonline.com, 11/26/02
Re: Response: Winnie the Pooh "Lift the Flaps" Book Set
Dear Disney Guest,
Thank you for your recent inquiry.
We would be happy to help you but we would need an item number for this.
Thank you for you (sic) interest in Disney.
Sincerely,
DisneyStore.com
Ruth
To: guest.services@disneyonline.com
From: Dawn Croisdale, 11/27/02
Re: Ordering Book Set
Dear Ruth,
This is about the sixth or seventh time I have e-mailed trying to order the Winnie the Pooh books that are on the Web site. I keep getting different responses from different people that either you don't carry it (it is on the Web site) or you need more info. I am attaching the link to the books I want to order again: http://asp.disney.go.com/DisneyBooks/BookDisplay1.asp?id=1333.
I do not see an item #. The ISBN # is 1570827257 from the disneybooks.com Web site. Please advise how I can order these books either with the carrying case or separately. If you cannot do this, please leave a phone number of someone I can speak to.
To: Dawn Croisdale
From: guest.services@disneyonline.com, 11/28/02
Re: Ordering Book Set
Dear Disney Guest,
Thank you for your recent product inquiry.
The item you requested is not available through DisneyStore.com.
However there are many tiggerific items that may closely match your wishes. Click http://go-disneystore.com/find/advancedsearch here to search for your favorite products. DisneyStore.com offers a great way to search for your favorite products! Our search functions allow you to search for either specific character-related items or just a general product group.
We hope this information helps you, and thank you for your interest in the magic of Disney.
Sincerely,
DisneyStore.com
Missi F.
To: guest.services@disneyonline.com
From: Dawn Croisdale, 11/29/02
Re: Problem with ordering Winnie the Pooh Book Set
Dear Missi:
Following is one of the responses I continually get regarding the "Winnie the Pooh Roly Poly Lift the Flap Book" I would like to order since they ARE on your Web site, disneybooks.com (Web site and link following brilliant response). Are you telling me they are on the Web site by mistake?
The problem I have is when I click to "Buy Book" (and for any book for that matter on the Web site) -- the page will not load.I want a supervisor/manager to call me at 716-282-xxxx as this is the ninth time I have e-mailed with no reasonable response. I anxiously await your phone call.
To: Dawn Croisdale
From: guest.services@disneyonline.com, 11/29/02
Re: Problem with ordering Winnie the Pooh Book Set
Dear Dawn Croisdale,
We appreciate your interest with the DisneyStore.com site and thank you for your recent correspondence.
If you are going to Disneybooks.com, that is not the DisneyStore.com Web site. If you would go to Disneybooks.com and click on Guest Services, then on Books & Magazine under FAQ, then click on Disney Publishing and then on questions, you should get all the needed information.
Please do not hesitate to contact us if you have further questions and we look forward to future opportunities to be of service to you.
Sincerely,
DisneyStore.com
Margaret
To: guest.services@disneyonline.com
From: Dawn Croisdale, 11/29/02
Re: Problem with ordering Winnie the Pooh Book Set
Dear Margaret,
I appreciate you taking the time to write back to me, just wanted to let you know that I received this customer service e-mail address from the disneybooks.com guest services Web site. If it is incorrect, it is just one more item that needs immediate attention on your Web site. I am still unable to order the book set, even though it still appears on your site. I'm at my wit's end, please advise how I can spend money with Disney and order these books.
To: Dawn Croisdale
From: guest.services@disneyonline.com, 12/04/02
Re: Problem with ordering Winnie the Pooh Book Set
Dear Disney Guest:
Thank you for your recent inquiry. Unfortunately the item you've inquired about is not available from this site at this time. You may want to check back periodically or look at our other Tiggeriffic items.
Sincerely,
Guest Services Team
I am happy to report that after this last maddening e-mail, my wife located the book set on the Barnes and Noble Web site and three days later it was in our possession, ready to be wrapped and put under the Christmas tree.
I guess we should have known that it would be impossible to order it directly from Disney.
After all, as this series of correspondences proves, they are a Mickey Mouse outfit.
| Niagara Falls Reporter | www.niagarafallsreporter.com | December 23 2002 |