What you have told us

Here you can search through numerous patron comments and the corresponding AADL replies. Search by the type of comment, in general by what the comment is regarding, or by a particular issue.

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Date Received: 2005-04-26
Type: complaint
Regarding: catalog/searching

Patron Comment: I was really excited about your new digital audio books for download. I tried one and it worked great. After waiting several weeks for some books, I was sorely disappointed when the download failed. I emailed the help line (MLCDigitalLibraries@mlcnet.org)with the problem and never received a response. A week later another book came available, and another download failed. Another email to help, and no response. Today, I tried downloading another book, it failed and I emailed help again. I am beginning to think there is no one manning the help lines with the company you have contracted to provide the service. I wanted to call this abysmal response record to your attention in the hopes that you might be able to get them to start answering their email!

AADL Reply: Thank you for your comments about the MLC digital audio books help line. There have been some issues with customer support and we hope to have improvements in place quickly. If you continue to have problems downloading please call or email me and Ill have an AADL staff member assist you. We apologize for any inconvenience you may have experienced and we thank you for your support for our services and collections.


Date Received: 2005-04-25
Type:
Regarding: collection

Patron Comment: The last yr I've been renting VHS of bios - then Natl Geo - then Nova + Frontline. What is happening with the VHS? Being replaced w/DVD or not?

AADL Reply: Im writing in response to your written question about the status of our Nova, Frontline and National Geographic VHS tapes. Were currently in the process of withdrawing many VHS tapes that are worn or outdated and these do include Nova, Frontline and National Geographic titles. We are replacing selected titles on DVD, but unfortunately a title-for-title replacement is not always possible as many older titles have not been released on DVD. However, please note that we are making an effort at this time to enhance our non-fiction DVD collection by replacing some of the more popular VHS titles and subjects with comparable newer titles on DVD. Were also always on the lookout for classics that become available on DVD. Right now our catalog currently shows 16 Nova, 6 Frontline, and 18 National Geographic titles either in the DVD collection or on order. More will be added to the collection over the course of the next several months. I hope this answers your question and thank you for your interest in the VHS/DVD collection at the Library.


Date Received: 2005-04-25
Type: complaint
Regarding: fines

Patron Comment: I checked out several books (3) and returned them late - I paid $10 for a fine which I think is sufficient - the cost of ONE book is more than what I owe in fines - If I pay you the cost of the book then I should own it and you can by another. Other wise I ask that you wave the rest of the fine esp. since the books are returned in excellent condition.

AADL Reply: I received your complaint concerning the amount of fines on your card. Overdue fines are not based on the cost of the material, but they are payment for time. Material that is not returned in a timely manner cant be used by anyone else in the community. The fact that you have an item on your card that may be lost and has an inventoried price greater than the overdue fines remaining on your card is not something that I can take into consideration for waiving the remaining $16.75. The actual replacement cost of the item may be greater than the price listed in the record when it was added to the librarys collection. Also, the library incurs costs due to the labor involved in reordering and cataloging the replacement item, and these costs are not passed on to you when you pay for a lost item. I know that you feel that you returned the overdue items in excellent condition, but this is something that we expect of all of our borrowers. Anyone who returns an item with damage that is beyond what is considered normal wear and tear would be charged for the material. If you wish to discuss this further then I can be reached at (734) 327-4281. In the meantime the overdue fines will remain on your card. Hopefully you will be able to find the item that you think is lost.


Date Received: 2005-04-23
Type: compliment
Regarding: compliment

Patron Comment: I wanted to let you know what a great job your computer tech at the Northeast Branch is doing. I recently visited Ann Arbor to do research for a book I am writing. Jim helped me with the internet access and also helped me with finding the materials I needed on the web. He also was very helpful with the questions I had with formatting of my word document. Jim was very helpful. Thanks Jim!-

AADL Reply: Thank you for taking the time to let us know how great your experience was at the Northeast Branch of our library system. I will pass your compliments along to Jim.


Date Received: 2005-04-23
Type: suggest a title
Regarding: fines

Patron Comment: How about listing your library HOURS on this site? It would be greatly helpful!

AADL Reply: Thank you for contacting the Library with your suggestion. Library hours are posted on the website under the About Us tab as a link on the page, but it is buried. We are launching a new website in July that will bring this type of info to the top of the site and I appreciate your commenting on what would be better for you. It helps us to be responsive.


Date Received: 2005-04-22
Type: suggest a title
Regarding: customer service

Patron Comment: Why don't you have a real (no isult intended) coffee shop? Borders' comes to mind. The vending area may be better than nothing, but go boldly - halfway measures don't get up very far. Thank you for reading this.

AADL Reply: Thank you for taking the time to make a suggestion about our coffee service at the AADL Downtown library. I couldn't agree with you more. Unfortunately, a number of libraries put in coffee shops only to eliminate them due to lack of business. The vending area was our way of testing the waters, so to speak. You will be glad to know that we have received several comments that agree with you and we are considering other coffee service options. Thank you again for taking the time to let us know how we can improve.


Date Received: 2005-04-22
Type: suggest a title
Regarding: other

Patron Comment: Give out free prostitutes and pie!

AADL Reply: Anonymous


Date Received: 2005-04-22
Type: compliment
Regarding: compliment

Patron Comment: I'm SO GLAD the TV monitor at the circulation desk is no longer playing commercial television! It's much more peaceful.

AADL Reply: No contact information provided.


Date Received: 2005-04-22
Type: complaint
Regarding: customer service

Patron Comment: My wireless card was able to find the AADL network & connect, HOWEVER at your log-in page, I used the guest # I was given. After entering this number, & agreeing to all rules & regs, the screen notified me it could take up to 60 secs to approve me & let me in. 2 min. later, I was still waiting, so I logged off my wireless connection. Thanks for anything you can do to make the system work better.

AADL Reply: No contact information provided.


Date Received: 2005-04-22
Type: complaint
Regarding: noise

Patron Comment: I thought that the library computer area was supposed to be QUIET. Please think about rules regarding cell phones, and other ways of decreasing noise.

AADL Reply: Anonymous