Our acclaimed customer service is backed by over 35 years experience in
Library and Corporate acquisitions and has distinguished V&L with a
well-earned reputation as one of the best aquisition services in the
business. We have been the traditional supplier of choice for our many
long-standing clients and have, over the years, become the service upon
which they have relied for quality and dependability.
V&L's hallmark Customer Service has become synonymous with superior
service commitment. We at V&L pride ourselves in continually providing
our clients with the highest level of service and customer satisfaction -
often exceeding client expectations and providing an unrivalled degree of
V&L has long been acclaimed for its outstanding customer service
designed with the customer in mind. Our personal and completely
customizable service treats our clients’ acquisition requirements and
deadlines as our own.
Besides being infinitely more cost-effective, efficient and convenient,
ordering from V&L also allows you greater accountability and control of
your orders as our only priority is to look after your acquisition
requirements. Publishers cannot offer a personalized ordering service as
they are primarily in the business of publishing, not making sure you
meet your deadlines and that your particular procurement needs are
being looked after.
While publishers are mainly in the business of publishing and distributing
their titles, our only priority is in delivering the materials you need, when
you need them at the best possible prices and discounts.
Being more flexible than most other suppliers V&L is able to tailor its
service to meet a client’s particular procurement needs with ease. If a
client has any special requests or requirements, outside of our standard
service, they only need to ask – V&L’s Customer Service is designed to
look after any acquisitions requirements.
At V&L we do not use automated voice-answering systems to route and
queue calls. When calling in, clients are always helped immediately by an
experienced service representative – we feel this results in a more
personal, responsive and convenient acquisitions process for you the
As we realize that time is often of the essence V&L policy dictates that all
client orders, inquiries and requests are actioned within the same
business-day and responded to by Customer Service within the same or
next business day. If a request requires more time for a response the client
will be notified, within the same or next business day, of the delay and
when an expected answer will be forthcoming.
If an item is not readily available, V&L’s customer service department will
research and exhaust all possible sources for a title.
Over the past 35 years V&L has dealt with over 5,000 publishers from
around the world on six continents. V&L’s Customer Service department
is experienced and adept in contacting global sources for publications and
ensuring their quickest possible delivery. While we deal daily with the
U.S., U.K, Europe and Australia, we also deal with Japan, Mexico, India,
China, Philippines, Brazil, and countries throughout the Middle East
including Israel, to mention just a few.
If an order is required from any country with which we have not dealt,
V&L’s experience and expertise in global publications sourcing allows us
to make contact in the most effective manner to obtain orders with as
little added lead-time as possible.
V&L automatically follows-up on all outstanding orders bi-monthly to ensure that orders from V&L are being processed on a timely and
prioritized basis with the publisher. Additionally, clients can request an
immediate status check on any or all open orders at any time. V&L
customer service handles all such requests on a priority basis and
responds within the same or next business day.
We take pride in also doing the “little” things that make the process of acquisition easier:
Packing and shipping with you in mind (e.g. smaller boxes for easier
desktop handling; static free packaging; damage and title/edition
checking before shipments, etc.)
- Clear and readable invoices
Customized invoicing (year-end pre-invoicing, separate order or
batch invoicing, etc.)
Going all-out to meet your deadlines and rush requests
Checking non-publisher sources for urgently required items
- Accommodating special requests
All are part of our way of making you feel more comfortable and at ease
with your acquisitions.