The discussion was about why members are leaving LVA, and why others are saying that they will not renew. I was pointing out why, in my opinion, this is happening. I am not pleased that it is happening, I have until this year enjoyed my membership and wish that the relationship and trust between LVA and its members waqs as strong now as it used to be - but I don't believe this to be the case.
Now to address your response to my original post - The point wasn't that you had to mail it right away. The point was that if you believed that it was a genuine error and that the 2013 book was no use to him, you could have given the member a better experience by not insisting that he package the old book and pay the postage to mail back to you, especially considering that it will more than likely land in the recycling bin at the end of the year. My point was about the experience of the member.
Now to address your response to my original post - The point wasn't that you had to mail it right away. The point was that if you believed that it was a genuine error and that the 2013 book was no use to him, you could have given the member a better experience by not insisting that he package the old book and pay the postage to mail back to you, especially considering that it will more than likely land in the recycling bin at the end of the year. My point was about the experience of the member.