Scan 2 Archive

Had an awful experience with this company today. I called to enquire about the scanning and digitisation services. After answering I was asked to be put on hold before the phone cut out. I called back and the phone cut out again. I called back a third time and was finally able to make my enquiry. I asked Nicolette, who was the customer service agent, about scanning a number of books as I wasn’t sure how feasible this service was for me. She was kind until she found out the books I wanted scanned were possibly under copyright, and if so, this wasn’t a service they could offer. I appreciate and respected the company’s integrity. I, however, was seeking to understand whether there was any way to scan the material as it’s out of print. Nicolette’s tone of voice turned hard and sharp, her responses were short, and referred me to the general manager to see if they had another opinion. Her responses were defensive and made me feel like my questions were argumentative, when in fact I was curious to find out more about the intricacies of this policy. By this time, I was uncomfortable with the direction of the conversation and felt that there was no use to let them know I had a number of other document boxes of personal material I was also seeking to have digitised. In summary, the tone of voice and customer service shown by Nicolette was both unprofessional and unwarranted, therefore I will be speaking to the General Manager, not to further gain insight into the services they can offer, but to make a formal complaint to the company about this disappointing experience. As I am so inclined, I am also publicly sharing my experience to ensure new customers are aware of this behaviour, and can choose another business that will take the time to listen, answer questions, and provide a great quality customer service experience.