Comments on: Amazon for Comics?

By: Travis from HeavyInk

Travis from HeavyInk — Mon, 26 Nov 2007 17:29:36 +0000

Our lawyer is actually a pretty nice guy, and he asked us “what should the tone be – formal, or light hearted?”. I said “light hearted”. Looks like the humor went slightly off the mark. In the SmartFlix terms and conditions, we have a section about liability (it basically boils down to: “if you follow instructions on a video, be aware that we aren’t experts and don’t vette them”). I thought his phrasing “if you weld your head to a pipe, it’s not our fault” was pretty hysterical by the standards of a legal document!

Anyway, I will review the Terms and Conds.

thanks again,

Travis

By: Johanna

Johanna — Mon, 26 Nov 2007 17:12:41 +0000

Thanks for sharing the update! I think the part that might need editing the most is “Only your luck is.” since it sounds almost like a blow-off, but I understand the conflict between legal needs and customer service desires. Thanks for stopping by!

By: Travis from HeavyInk

Travis from HeavyInk — Mon, 26 Nov 2007 15:42:04 +0000

Johanna,

Regarding the “Terms and Conditions” page: that’s the text our lawyer drew up. I understand completely your being a bit worried about some of the phrasing (I’ll look into it and see if we want to change it). I can tell you, though, that the feedback we’ve been getting from customers is that the heavy duty cardboard mailers we use are sturdier than those used by other stores. You can see customer comments on the heavy duty mailers in the forums here:

http://heavyink.com/forum/forums/1/topics/18

Also, at SmartFlix, we’ve always had really good customer satisfaction: whenever a customer is unhappy, we refund their money, or so whatever is required to resolve the problem. The same is true at HeavyInk. Terms and Conditions at websites tend to read a bit draconian, so that policies are in place to prevent hugely abusive customers (e.g. we ship someone $500 of comics, he lets them sit on his front step for three weeks and they get rained on repeatedly, and then asks us to refund his money).

If anyone ever has the slightest problem with a shipment from HeavyInk, they should contact me directly via tjic_feedback@heavyink.com

Thanks for the space to respond!

By: Johanna

Johanna — Mon, 26 Nov 2007 00:33:07 +0000

Thanks, I’ve updated the post, because that’s a better source … especially given the way the discussion developed there. I appreciate the help!

By: Derek Coward

Derek Coward — Sun, 25 Nov 2007 23:10:07 +0000

OK, I’m an idiot, here’s the URL I should have posted: http://www.hackingnetflix.com/2007/11/heavy-ink-onlin.html

By: Derek Coward

Derek Coward — Sun, 25 Nov 2007 23:08:25 +0000

Johanna, here is the Trackback URL for the Hacking Netflix entry: http://www.typepad.com/t/trackback/2006/22989870