Diane-Safari's dashboard

Diane-Safari replied on November 22, 2009 17:07 to the problem "garbled text on some pages across different books" in O'Reilly Media:

Hi Kryptolus,

I'm sorry you're having trouble with garbled text on this title. I was unable to locate your account in our admin database, so I could not file a case on your behalf. Please contact Safari Customer Service directly via our support portal at support.safaribooksonline.com.

Thank you,

Diane
Customer Service
Safari Books Online

Diane-Safari set one of Diane-Safari's replies as an official response to "Why is safari unavailable?" in O'Reilly Media

Diane-Safari replied on November 21, 2009 19:02 to the question "Why is safari unavailable?" in O'Reilly Media:

Last night we experienced a technical problem which prevented access to your Safari Books Online portal. Our engineers worked through the night and service was restored at approximately 4:00 am PST. We apologize for the inconvenience and appreciate your patience.

If you are still unable to login to your account, please contact Customer Service via our support portal at support.safaribooksonline.com.

Diane-Safari replied on November 13, 2009 20:06 to the question "Rough cut access" in O'Reilly Media:

Hi Bill,

If you purchase access to a title in the Safari Books Online Rough Cuts program you will have access to that title from the day you sign up for it until 45 days after the final, published version is made available on our site.

You can read more about our Rough Cuts program here:

http://bit.ly/B5BvK

Or you can contact customer service via our support portal at:

support.safaribooksonline.com

We'd be happy to answer any additional questions you might have.

Thank you and regards,

Diane
Customer Service
Safari Books Online

Diane-Safari replied on November 02, 2009 22:04 to the problem "brand new Safari Books Online won't allow login" in O'Reilly Media:

Hello,

Due to an unusally high volume of cases, we are experiencing delays in our response time. I am sorry your issue was not addressed in a more timely manner.

Without more information (such as your name or email address) I cannot locate the case you filed to expedite it. Please feel free to call our toll free customer support number (800.775.7330) and ask to speak to me.

Thank you,

Diane

Diane-Safari replied on October 30, 2009 21:35 to the problem "brand new Safari Books Online won't allow login" in O'Reilly Media:

Hello,

I'm sorry you are not able to log into your account right now. Please contact Safari Books Online's customer service department directly. We will be able to assist you with this issue.

Our contact information as well as a link to live Chat support can be found at support.safaribooksonline.com.

Thank you,

Diane
Customer Service
Safari Books Online

Diane-Safari replied on October 12, 2009 09:45 to the problem "Safari Books are down" in O'Reilly Media:

Hi Peter,

According to your customer service case number 142134, this was a temporary error - as Tim said - and has been resolved. Please contact our customer service department directly via our support portal (support.safaribooksonline.com) if you are still experiencing difficulty.

Thank you,

Diane
Customer Service
Safari Books Online

Diane-Safari replied on September 28, 2009 17:02 to the question "Illustrator CS2 tutorial exercise files not downloading" in O'Reilly Media:

Hi Danny,

I'm sorry you are having difficulty downloading the exercise files for this title. have filed a case on your behalf with Safari Books Online's technical support group. You should have received an email confirmation with the case number that has been assigned to this issue. If not, for your reference, the number is 140800.

Please feel free to contact us directly for an update on this issue at 800.775.7330.

Best regards,

Diane
Customer Service
Safari Books Online

Diane-Safari replied on September 25, 2009 17:24 to the problem "Safari down?" in O'Reilly Media:

Hi Tervor,

I wanted to check in to see if you've been able to login. If you are still having trouble, please contact Safari Books Online's customer service department via support.safaribooksonline.com.

Thank you,

Diane
Customer Service
Safari Books Onlnie

Diane-Safari replied on July 30, 2009 16:14 to the idea "Build a feature in safari that allows users to apply tags (categories) to their favorites; filter by those tags, etc." in O'Reilly Media:

Hi danperovic,

Thanks very much for your suggestions. You will be happy to know that Safari Books Online is working on many of the features you have suggested. In fact, we are looking for volunteers who would be willing to help with user testing.

If you are interested, please contact me at dgleeson@safaribooksonline.com.

Best regards,

Diane
Customer Service
Safari Books Online

Diane-Safari replied on July 28, 2009 16:03 to the problem "When I look at the Safari sign up page, I get no scroll bars in the window, but the info needs to scroll up." in O'Reilly Media:

Dear Martin,

I'm so sorry to hear you are having an issue signing in to Safari. To effectively help you, we need to ask you a few questions.

Please contact Safari Customer Service via our Support Portal. support.safaribooksonline.com. Click on the Contact Us tab. We have several support channels available including LIve Chat.

Thank you, and again I'm sorry for the dificulty you are experiecing and feel confident we can resolve it quickly.

Best regards,

Diane
Customer Service
Safari Books Online

Diane-Safari replied on July 07, 2009 17:57 to the question "Why would Safari customer Service not follow up on open issue??" in O'Reilly Media:

Hi Sonia,

I show a response was sent to your case on July 2nd. I am sorry you did not receive it. I will resend it immediately. if you have any questions or further concerns, please don't hesitate to let us know.

All of our contact information is available on support.safaribooksonline.com.

Thank you for your support of Safari Books Online.

Best Regards,
Diane

Diane-Safari replied on June 30, 2009 15:52 to the question "I can't Download PDF for Adobe Photoshop CS4 Classroom in a Book" in O'Reilly Media:

Hi Michael,

I don't have access to your specific account information, but most university library accounts do not offer download capability as part of their subscription package.

If you believe your account has that capability, and you are simply unable to view the links, please contact Safari Books Online directly via our Support portal for assistance.

support.safaribooksonline.com

Thank you for your interest in Safari Books Online.

Regards,

Diane
Safari Books Online
Customer Service

Diane-Safari replied to "I can't Download PDF for Adobe Photoshop CS4 Classroom in a Book", but it was removed. see the change log

Diane-Safari replied on June 29, 2009 16:51 to the question "Sunday 24-05-2009 SafariBooksOnline DOWN!! AGAIN!!" in O'Reilly Media:

Dear Ulf,

I'm sorry we did not reply to this report earlier. We did experience a period of very slow response time at 1:35 AM PST on this day - which lasted for 5 minutes or less according to our monitoring statistics.

We have reported the issue to our system administrators for further research. I'm sure they will find the cause of this slow down and resolve the issue.

Thank you very much for reporting this problem to us. In the future, you can contact Safari Books Online directly at:

support.safaribooksonline.com

We offer telephone support from midnight through 5 pm, PST, Monday through Friday. We also have chat and email support available 24 x 7 x 365. Please let us know if you experience this issue again.

Best regards,

Diane
Safari Books Online
Customer Service

Diane-Safari replied on June 24, 2009 16:01 to the question "is safari books online down? Sunday 21 June 2009" in O'Reilly Media:

Hi Bernd,

Thanks for reporting this issue to us. We checked our monitoring system and discovered we did experience a short period of very slow response time on Sunday, June 21, at 1:30 am PST (8:30 am GMT -1). I'm sorry you were inconvenienced and glad it was resolved so quickly.

If you have an issue in the future, please feel free to contact us directly. our contact info is available at support.safaribooksonline.com.

Thank you again,

Diane
Customer Service
Safari Books Online

Diane-Safari replied on June 15, 2009 18:14 to the question "Rough Cuts eBooks" in O'Reilly Media:

Hi again Tim,

That is a great idea. And, in fact, we just started development on alternative formats to better support the range of readers our subscribers use.

Thanks!

Diane

Diane-Safari replied on June 15, 2009 17:09 to the question "Rough Cuts eBooks" in O'Reilly Media:

Hi Tim,

We provide all Rough Cuts titles in PDF format. When you purchase early access to a Rough Cuts title it comes with a PDF download of every revision of the title including the final, published, version. If you have any questions about our Rough Cuts program you can read more about it on our support portal:

support.safaribooksonline.com

This site also provides contact information for our Customer Service department. Please feel free to contact us directly if you need assistance.

Thank you for your comment!

Diane
Customer Service
Safari Books Online

Diane-Safari replied on April 21, 2009 18:09 to the problem "can not remove book from bookshelf." in O'Reilly Media:

Dear Jun,

Thank you for writing. If you signed up for a bookshelf subscription, you purchased access to a certain number of books per month (either 5 or 10). After a title has been on your shelf for thirty days, you can remove it in 30 days and replace it with another title. Only our LIbrary level of subscription offers unlimited access to books.

Without knowing what kind of account you subscribed to, I cannot confirm if it is acting normally or if there is a problem. If you have further qustions, or need assistance, please contact Safari Books Online Customer Service at:

support.safaribooksonline.com

Thank you and best regards,

Diane
Customer Service
Safari Books Online

Diane-Safari replied on April 20, 2009 15:44 to the question "How do I get my free 45-day online version?" in O'Reilly Media:

Hi Jeff,

It's quite easy to redeem a coupon. Go to:

safari.oreilly.com/safarienabled

Enter the coupon code provided in your book - usually on the last page, and click "Apply Coupon." If you are an existing Safari subscriber, fill in your user name and password and click "Login." If you are new to Safari, fill in the information in the New User section and click "Register." You will be automatically directed to a bookshelf with your new book on it.

If you have any trouble, please contact Safari Customer Service directly at:

support.safaribooksonline.com

Thank you,

Diane
Customer Service
Safari Books Online