CP
Charlene P
1 reviews | Active since May 2020
14 May 2020, 16:31
No-care
I baught a book via their online store in an ebook form. I followed their downloading steps to the letter and something went wrong technically and I cannot access my book. We contacted LexisNexis support team to help with this issue and the technician could not seem to solve the issue, accused me of trying to copy the book as in *****ing and advised I will just have to buy a new book, which is terribly unprofessional and incredibly offensive no empathy at all for my predicament! I paid for a book I cannot access.
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Replies (4)
LexisNexis South Africa's replyOfficial
14 May 2020, 19:47Dear Charlene P
We’re sorry that you have had trouble accessing the e-book purchased on 12 May but will be in touch with you urgently to resolve this. Our records show that your query on 13 May was escalated to first line support and our technical team representative had requested that you download TeamViewer in order for us to provide remote assistance to you. This query remained open over the last 24 hours while we awaited your feedback.
Once again, we apologise, but hope to resolve this for you urgently during office hours.
Regards
Neliswa Mncube
GM: Corporate Communications & Brand
LexisNexis South Africa's reply14 May 2020, 19:47
Official
Dear Charlene P
We’re sorry that you have had trouble accessing the e-book purchased on 12 May but will be in touch with you urgently to resolve this. Our records show that your query on 13 May was escalated to first line support and our technical team representative had requested that you download TeamViewer in order for us to provide remote assistance to you. This query remained open over the last 24 hours while we awaited your feedback.
Once again, we apologise, but hope to resolve this for you urgently during office hours.
Regards
Neliswa Mncube
GM: Corporate Communications & Brand
CP
Charlene P's updateReviewer Update
15 May 2020, 16:48I am actually waiting for your feedback. The matter was escalated to a technical lead and that is where we are now, LexisNexis has the money and I have nothing...
CP
Charlene P's update15 May 2020, 16:48
Reviewer Update
I am actually waiting for your feedback. The matter was escalated to a technical lead and that is where we are now, LexisNexis has the money and I have nothing...
CP
Charlene P's updateReviewer Update
15 May 2020, 18:14Hi. This is now sorted and i can access my book. Thank you very much Nandi for your assistance is the matter.
CP
Charlene P's update15 May 2020, 18:14
Reviewer Update
Hi. This is now sorted and i can access my book. Thank you very much Nandi for your assistance is the matter.
LexisNexis South Africa's replyOfficial
17 May 2020, 17:46Thank you , Charlene. We're glad to have successfully resolved the issue for you.
LexisNexis South Africa's reply17 May 2020, 17:46
Official
Thank you , Charlene. We're glad to have successfully resolved the issue for you.