Audible Update

I got a nice comment on my Audible post (same post as below) on BrandShift from Bruce DeBoer that prompted me to take action. I thought maybe the CEO of Audible doesn't know what's going on and might want to participate in our discussion. Through Google, I found out that the CEO is Donald R. Katz. So, I wrote him an email:

Dear Donald,

We're having an interesting conversation about Audible on the BrandShift blog, www.corante.com/brandshift/. It would be great if you could participate.

Thanks,

John

John Winsor
CEO/Founder Radar Communications
Author, Beyond the Brand

I also cced Jonathan Korzen, Audible's Director of PR. I'll keep you up to date about Donald's response.

I'll keep you updated on this little experiment of customer interaction.

Comments

[Jonathan Korzen]

John,

Please accept my apologies for the lack of response. We failed in terms of your experience at audible.com and my follow-up. We take great pride in our user experience and customer support, but we won't continue to grow if people fall through the cracks when requesting help. And I didn't respond quickly enough to your blog. But please do note that this is the first post I've had to make defending the service (and my inaction) in 8 years as ADBL's pr guy. I beg for mercy in advance...
First and foremost I'd like to get your support issue straightened out today. May I trouble you send me your username and describe the issue?
Again, my apologies for the silence.
Sincerely,
Jonathan
Jonathan Korzen
Director of Public Relations
Audible.com

[John Winsor]

Thanks, Jonathan. I'll send the info to you now.