(NOTE: I’ve updated at the bottom, including a screencap one reader received. EC admits they are missing records for THREE YEARS. Follow-up post, including text of Patty Marks’ email to the ec_biz loop emphasizing they have redundant backups is HERE.)
According to someone who posted on the #notchilled Twitter hashtag conversation thread (who also claims they’ve been an EC employee for 5 years), any Ellora’s Cave customer who lost books WILL have their books restored to them, which were lost in the new site build, and all they have to do is e-mail them. AND, she claims, customers are NOT required to have receipts, just to e-mail them and contact them.
This is good news for anyone who’s previously reported to me that they were refused their libraries because they didn’t have receipts. (Feel free to share this post to help pass the word around.)
The user in question is @mehl_angelique and I’ve got Twitter screenshots below (start from the bottom and work your way up) to illustrate.
Now, as of this posting, despite me asking twice for a direct e-mail address, I didn’t get a response from that user. So I went to the Ellora’s Cave website and the only general e-mail address I could find that wasn’t for submissions was: website@Ellorascave.com If I am given a better e-mail address to use, I will update this post. I couldn’t find a Help or FAQ page on the EC website for people to go to with questions about restoring their libraries.
If you have tried to get your books restored and were told no, you need receipts, please contact me, especially if you have screenshots or still have the e-mails. Or, if you attempt to contact EC now and don’t get a response, or are told no, please contact me with screenshots/e-mails.
BUT, if you DID get your books back, please also feel free to sound off about that, too. If EC is going to do the right thing and restore books, I certainly want to make sure they are recognized for that as well. (I believe in getting the full story out, the positive and the negative.) It will certainly help rehabilitate customers’ faith in them if they are doing the right thing and restoring books to people, even without receipts.
Start from the bottom and work your way up. (There is overlap on the screenshots so I didn’t miss anything.)
So, as you can see from the thread (starting at the bottom and working up) Angelique says that you just need to e-mail them.
Good luck, and please let me know what you find out. Feel free to chime in on the #notchilled hashtag on Twitter about your experiences, too, positive or negative. As I said, if EC is doing the right thing, I definitely want people to be made aware of that as well. I want the full story out there, all sides of it.
This stands on its own. It’s a reply to an e-mail a customer sent today after seeing the tweets.