-------- Original Message --------
Subject: Re: Kluwer and "free sample offers" -- Peter Picerno
Date: Wed, 17 Apr 2002 11:22:37 -0400
From: Mark Hemhauser <mbhhbm@AMERICAN.EDU>

At last, "going public" has gotten a response from Kluwer. Thanks for
your
suggestions and support. Here's their reply:

Dear mr Hemhauser, mr Richardson,

First of all I sincerely apologize for the bad service you experienced
from
our company regarding the journal INTERNATIONAL NEGOTIATION. I fully
understand your annoyance.

Please let me explain what happened: here at the Netherlands office of
Kluwer, we received a file from our American colleagues, containing
requests
for single issue orders. Due to misinterpretation, these orders were not
processed as free copy orders. That's why you  received the issue plus
an
invoice. The issue and invoice were sent to the attention of professor
Richardson at the American University Library, because that was the only
address in professor Richardson's email (signature). [This is not
correct,
the address in the e-mail did not include the word "Library" nor the
street
address used and the mailed issue did not say "attention Prof.
Richardson"
.]

Naturally you don't have to return the issue. It was our mistake. Keep
the
issue and throw the invoice away. We will cancel the invoice in our
system.

Again, I regret this happened and I ensure you I will do my utmost to
avoid
such a situation again.

Please contact me if you have any additional questions or remarks.

Yours sincerely,

Mathieu Sikkema
-------------------------------------------------
Mr Mathieu Sikkema
Manager Customer Services / Order Department
Kluwer Academic Publishers
P.O. Box 322
NL-3300 AH Dordrecht
The Netherlands
Tel. Direct: +31 (0)78 657 6414
Fax: +31 (0)78 657 6474
E-mail: <mailto:mathieu.sikkema@wkap.nl>

Mark Hemhauser
American University Library