I received a “Come Back. We Miss You.” discount coupon from a major technical book publisher. They said that I could get 40% off my total purchase. Great, I thought. They wanted to incent  me to buy some books (IOW spend some money with them) that I wouldn’t otherwise have done without the discount coupon. This would have worked, but didn’t.

As many programmers I have two list of books. One is the list of books I want/need. I purchase these books (yes, often with discounts) because I am willing to part with my cash for them. Then there is the second list of books. These books I might like to get, but aren’t willing it purchase because there are other things that would give me better value/return for my money. However, I can be persuaded to purchase the items on the second list if I get a deeper-than-normal discount. I thought I had received an offer of the latter type. Turns out I was wrong.

Here’s the deal. This publisher sells print and ebook versions of their titles. If you purchase both at the same time, you get a significant discount on the ebook. For example, $44.99 for print, $35.99 for ebook, or buy the $44.99 print version and for $4.50 more, you can get the ebook. Basically add 10% to get the ebook bundled. I put 4 print+ebook bundles in my shopping cart. That totaled $159.46. I expected to be able to use my 40% coupon and get that for $95.68. That’s a great price and would push me to purchase close to $100 worth of merchandise from this vendor that I wouldn’t have otherwise spent.

But that is not the case. Why? When I added the discount code they un-bundled the ebook from the print book. This meant that I got 40% off the non-bundled (i.e. $44.99 + $35.99) price instead of the bundled price ($49.49). This meant that instead of $95.68 my cost would be $158.95. Significantly higher and only a 0.3% discount.

I didn’t make the purchase and they lost $95.68 that I was ready to give them.

Am I being greedy? I’d like to hear your thoughts?

  • Today I purchased about $140 worth of books from O'Reilly using the discount coupon. The coupon said they wanted me to come back and buy some more books. I did. Mission accomplished.
  • Wow! You don't read/hear about that kind of customer service these days! :) Way to go!
  • Chaim, Allen -

    I'm sure that we can arrange an "out of shopping cart" sale - just send an email to tim at oreilly and we'll find a way to make it happen for you.
  • Thank you kind sir. Your company has already contacted me about doing just that. Thank you so much for caring so much about your customers. This has only further cemented my belief that good people make good companies.
  • Hello Chaim,

    I know you've been communicating with some of our folks, and I wish you'd included the reason for this, which is a simple limitation of our shopping cart. Our cart can only handle one discount at a time, so the print+ebook bundle is a discount. Adding the 40% off offer on top of that isn't possible, at least at this time. It's ironic that I'm writing this, however, from a kick-off meeting for a new ecommerce platform that will solve this and other issues.

    Regards, and thanks for buying our books.

    --Allen Noren, VP Online, O'Reilly Media
  • Hey Chaim,

    It was my intention to out myself. We're all about transparency. I'm glad we were able to resolve this.

    --Allen
  • Allen,

    Thank you so very much for your reply. It is greatly appreciated. I am glad that it's all just a limitation of your ecommerce platform.

    I'm not sure if you meant to out yourself as O'Reilly. I didn't post your company's name because I thought of this more as a problem with ecommerce and unanticipated use cases than more about some evil plot hatch by O'Reilly. :-) I was also wondering if I was just being too greedy or if my thought process was (somewhat) valid.

    I look forward to your ecommerce upgrades. Hopefully my discount will still be available by then. hint hint ;-)
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