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Posted by: kuvaszsleepybear
Posted on: 02/01/2020 22:41:19

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Posted by: kuvaszsleepybear
Total Posts: 293
Joined Date: Wednesday, 7 August 2013

Why do we go through this EVERY Month?/On the 1st of the month the Book Vote should be ready to go and the books in 3 months should be illustrated.I mean you have all month to prepare for the next month.THIS MAKES ME SO  MAD !! 

Posted on: 02/01/2020 22:41:21
Posted by: KAL9000
Total Posts: 37
Joined Date: Sunday, 18 March 2018
Hey, cut them some slack. Their staff is probably spending time with their families for the holiday
Posted on: 03/01/2020 04:17:16
Posted by: kuvaszsleepybear
Total Posts: 293
Joined Date: Wednesday, 7 August 2013

OK In the Spirit of a Christmas Truce I will cut them some slack this month but like I said this happens EVERY month so they are on notice that on February 1 the New Book Vote will be up and ready to go!!LOL.

Posted on: 03/01/2020 07:40:03
Posted by: PAUL W
Total Posts: 301
Joined Date: Sunday, 4 January 2015

I have to agree, I think the service from osprey has not been as good as it was before the bloomsbury takeover. The website is certainly not updated anywhere nearly as often and seems to be seen as an afterthought some of the time. I get the impression that it is one of many roles the staff tasked with it have to do. Let's not forget we do actually pay for this service.  However in general I felt things haven't gone as well . I recently ordered 3 books at the end of black friday before the sale was extended and well before the Christmas deadline yet had to repeatedly have to chase them up, only getting them after Christmas (one of which was a present for my father). The website said 1 to 2 days not 4+ weeks, I got several apologies and we'll look into it but no further response until I chased it up again. I'm still awaiting for a explanation.  Finally I feel the books are now not as packed anywhere near as well as before, I've twice had to have replacement books sent out as the original was damaged. Part of this may be down to dpd who bring a new level of service with their delivery style, I've had to rescue one package from a recycling bin and got the response "its heavy" when I took receipt of a box of books that was clearly damaged. Come on Osprey make it a new year resolution for better customer service.

Posted on: 07/01/2020 13:20:49
Posted by: Emily @ Osprey
Total Posts: 20
Joined Date: Friday, 2 December 2016

Hi all, 

I’m very sorry to read the negative feedback on this thread and I’d like to address a few of the issues raised.

With respect to the covers: we are working through an issue with the way that the images are fed to the site but believe that going forwards this should not occur. We will keep a close eye on this over the next few months. As I’m sure that many of you are aware, for our series books we almost always use holding artwork until the final artwork is available for us to upload. As such, usually what appears on the site until approximately 1-2 month prior to publication is not final. When we receive the final cover from our Production team we endeavour to upload it to the site as soon as possible.

Regarding the book vote: the votes are carefully curated by our editorial and marketing team several months ahead (the calendar is confirmed a year in advance) but the upload of the vote itself is done manually by my team as it is not something that we are currently able to automate. Unfortunately, when the 1st of the month falls on a weekend or holiday this means that there can be a delay in uploading it but it is one of the first tasks that is done when we are back in the office. Whilst we will continue to look at options to automate and improve the way that this is handled, please note that the vote next month will not be available until 3rd February.

Re customer service – as much as we wished they didn’t, sometimes things do go wrong with orders but we do our very best to ensure that any problems are resolved as quickly and effectively as possible. PAUL W, I’m so sorry to hear about the issues that you’ve had. For in-stock items we would expect dispatch to occur within 1-2 working days and delivery within the UK in 3-5 days (within ROW 7-28 days). Unfortunately there can be additional delays during extremely busy periods but I would not have expected them to arrive after Christmas. If you can send an email to marketing@ospreypublishing.com I will look into this further myself. If you do have any packaging/delivery issues in future please let our customer service team know so that we can feed back to our distribution partners and replace damaged items where necessary.

Finally, I have been with Osprey and working on the site for the last 6 years and can attest that no aspect of the site is considered an after-thought and we are committed to ensuring that you have a positive experience on the site, whether you are browsing our catalogue, reading our blogs or placing an order. We appreciate your feedback and will continue, throughout 2020, to work hard to make that possible.

From everyone at Osprey, I'd like to wish you all a very happy new year!

Many thanks,

Emily @ Osprey

 

 

Posted on: 07/01/2020 16:17:23
Posted by: PAUL W
Total Posts: 301
Joined Date: Sunday, 4 January 2015

Emily,  thank you for your response.  Since I added my comments to this thread I received a follow up response  stating that the delay was caused by a glitch. Therefore I felt no need to write to you directly.  I'm fully away that these things can and do happen, it just seems to me they are occurring more often these days, although I guess I could just be unlucky! Finally I'm glad you say that website isn't an afterthought and I look forward to many more interesting blogs and articles this year. Paul

Posted on: 13/01/2020 11:34:35
Posted by: AdamC
Total Posts: 270
Joined Date: Thursday, 22 January 2009

Hi Osprey, just while you are on the subject of the website can I just make you aware that Combat 32 and 39 have reverted back to their temporary holder images. 

Posted on: 13/01/2020 12:39:01
Posted by: AdamC
Total Posts: 270
Joined Date: Thursday, 22 January 2009

Oh and Air Campaign 12 has appeared on the NVG page too.

Posted on: 13/01/2020 12:41:18
Posted by: Minal @ Osprey
Total Posts: 34
Joined Date: Tuesday, 4 June 2019

Hi AdamC,

 


Thank you for letting us know. We have updated the Combat 32 and 39 images and we are looking into the ACM 12 book glitch.

 


Best,


Minal @ Osprey 

Posted on: 14/01/2020 15:04:17
Posted by: Emily @ Osprey
Total Posts: 20
Joined Date: Friday, 2 December 2016

Air Campign/NVG issue should also now be fixed! Many thanks for flagging.

Best wishes,


Emily @ Osprey

Posted on: 14/01/2020 15:11:51

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