Friday, April 29, 2016
My wife checked out a book from the Buford branch of the Gwinnett Public Library and later returned the book via the outside drop box. The library staff then contacted my wife to inform her that she was being charged $28.00 because the book had been damaged. She visited the library to examine the book, which had several small, pale stains along the page edges. She paid the fine and brought the book home. In just a few minutes, I was able to completely remove the stains. I telephoned the library to request a refund of the fine in exchange for return of the now good-as-new book, but the staff member said "it is not our policy to issue refunds" even though the library planned to replace the book. I am disappointed that the library is so policy-encumbered that even minor blemishes would warrant imposition of a fine for the entire cost of a book, and that no consideration is given to customers who try to correct a situation to everyone's satisfaction. The library should have a notion of customer service, even if it is a government-funded institution.