I joined Audible.com in 2002.
I had a long commute and I’d been buying audiobooks for a few years from Books On Tape and Recorded Books.
Books On Tape had recently announced they were discontinuing non-institutional services. Bummer. Recorded Books didn’t have much of a selection and were expensive.
Audible was a relatively new concept. Downloading was slow, but the price was good. For $16.95, I could have two books a month. I would own them, but wouldn’t have to store them. They were digital files and would be stored in my library on Audible’s server.
Twelve years later, I have close to a thousand books in my Audible library. A few have disappeared. They may be there somewhere, but the search engine can’t find them and I don’t remember what they were. It doesn’t matter. There are so many.
A few years ago, Amazon bought Audible. For once, I was unperturbed by the acquisition. Amazon and I have had a great relationship since Amazon was an online bookstore selling real books. Kindles and e-books didn’t exist. The closest thing to an e-book was a PDF file.
We’ve come a long way, baby.
Audible is bigger and better. Higher quality audio files, many more books. Famous actors and brilliant narrators. Almost every book from any publisher has an audio version. You can buy twinned Kindle and Audible books that synchronize. That’s overkill for me, but I often own both versions because listening and reading are different experiences. I listen, then read, then listen again. My eyes are increasingly reluctant to focus on print, so I listen more, read less. Audible has become primary and reading is now an alternative to listening.
Times change. I’ve changed.
Late the other night, already tucked in bed, I decided to select this month’s audiobooks. I still have the original plan I subscribed to. New subscribers pay more, but I’m “grandfathered.” The only thing I don’t have that newer plans include are “rollover” credits. I have to use my credits within the month or lose them. Technically, anyhow. The only time I didn’t use them — I didn’t forget, but I was in the hospital — they gave the credits back and threw in a couple of extra because I’d been sick.
This month, I wanted two books, both not yet released. Pre-orders. The Getaway God by Richard Kadrey, Book Six in the Sandman Slim series, to be released on August 26th. And The Witch With No Name by Kim Harrison, the 13th and final book in The Hollows series, to be released September 9th. I ordered the books using this month’s credits. Except when I completed the order, I had a credit left. I figured that meant they would charge the book to my credit card on delivery. I cancelled the order and redid it. Same thing happened.
It was 1:30 in the morning, but I knew I could call Audible and get this fixed. Unlike other customer service, I like calling Audible. Even before they become part of the Amazon family, they were friendly folks who wanted to make you happy.
A nice lady answered. I explained what happened. She said: “Let’s make this simple. I’ll just put the Kim Harrison book in your library. You keep the extra credit. Have a nice night. Is there anything else I can do for you?”
I double-checked: “You mean, I actually have an extra credit?”
“Yes, you do. I put The Witch With No Name into your library. When it’s released, you will automatically receive it. You can use your other credit for whatever you like.” Indeed, the book was already in my library. I ordered another book.
I was smiling. How often do you smile after talking to customer service?
I love you, Audible.com.