Update 11/17/2015: According to a Knopf representative, this replacement program has ended.
Here’s some great news for anyone who bought the second edition of The Sibley Guide when it was first published, only to be disappointed by color reproduction and type readability (more details in my Initial Review). The publisher, Knopf (a division of Random House), is offering a free replacement with the much improved second printing:
If you bought the 1st printing of Sibley’s 2d edition, Random House will send you the vastly improved 2d printing if you call them at (800) 793-2665 (during business hours). There will be a number to press to get details on the replacement. In order to get a replacement, you will have to cut off the UPC from the 1st printing and mail it to them at:
Penguin Random House
Attn: Consumer Services/DMF
400 Hahn Rd.
Westminster, MD 21157
This is a very classy move by the publisher. Thanks Knopf! And thanks to Dalcio on BirdForum for calling attention to this.
This issue has gone through several stages, from the initial excitement about the program and success of some people, to subsequent denials from the publisher, to finally what seems like an official program as outlined above.
Update 2/4/2015: People have been reporting various degrees of success after calling the publisher. After giving their contact info, some have been told that a replacement will be sent to them, others that they will be contacted later. Some have been told that only copies bought directly from the publisher will be replaced, and all others should seek to exchange it from wherever they originally purchased it. And then others were told that this is for real and they will get a replacement (and were even given a confirmation number).
Basically, no one is sure what the real situation is. It’s quite possible that there is no official replacement program. At this time, the best thing to do is call the publisher and hope this is for real.
Update 2/5/2015: There are still inconsistent messages coming from the publisher. However, several people have reported success in getting returns authorized from Amazon. If you got the 1st printing from Amazon, I’d suggest contacting them and letting them know it was defective and that a new printing has been done to correct it. They should send you a replacement, even if it’s beyond the normal 30-day return window. Some have been told they will NOT have to return the original item, but others were told they’d get a shipping label to return it. If they say you don’t have to return it, I would suggest keeping that correspondence, just in case.
Update 2/6/2015: It seems that Random House has set their official policy – unfortunately, it’s that free replacements are no longer being offered (see the comments for some communications from the publisher). I’m glad that some people did get their copy of the 2nd printing, though. If you haven’t already, I’d suggest contacting the publisher anyway – they are taking down contact information and maybe, just maybe, they will continue sending out replacements.
Update 2/18/2015: The details above have been updated. The publisher has added an option to their automated system when you call them to provide details on how to get a replacement copy. It seems this is now official.
Posted by Grant McCreary on February 3rd, 2015.
Thanks for this. How can I get a replacement living in the UK?
I just called, and was informed that they are still trying to make sure they can do this. So, at this point, they are not sending new copies of the book, but are doing the following:
1. Confirming with the color the run of the book they have already, by giving the ISBN number from the back cover and the date and year of publication on the copyright page.
2. Taking the caller’s name, address, phone, email address, and asking when are where your book was originally purchased.
I called and was told replacement will be available only from point of purchase (e.g., Amazon) and that other info online is erroneous.
I likewise called and was told this was incorrect information. This reflects badly on your site- please take it down!
I just called and they said that they will be shipping out the replacements in 2 to 3 weeks, that they have been swamped since this information went viral.
I’ve updated the post with all the information people have posted today here and on Facebook. I really hope this is for real, but if not, sorry to get everyone’s hopes up.
I can vouch for the intentions being good here, but I’m sure they are in over their heads at this point. When the second printing came out, I simply wanted to buy one and keep my signed first printing nice as a souvenir. I was having trouble finding one, so called Barnes & Noble after trying in-store. They had no idea what I was talking about, and suggested I call the publisher. I emailed them instead, saying I had bought a first printing but was really wanting to track down a second printing, and they responded simply asking for my shipping address. I sent it to them and waited several days, then emailed again to ask if this was to mean they were simply shipping me a second printing free of charge. They assured me it would be there the following Monday, and sure enough it was. This was all handled by one individual who even hand wrote the shipping labels. To me, this means they had the intention of taking care of their customers, but this has certainly become an enormous task. Just FYI, B&N online is selling second printings for $26 with free shipping right now for those who haven’t already bought a first printing. Best of luck to everyone.
I just called (9:00 CST, Feb. 05/15) and talked with an very helpful and cheerful person. All businesses should have someone this pleasant. She is replacing my book and I have the confirmation number for the incoming order. It comes out of Maryland but they will also send into Canada. I live in Canada but close to the border so have a US PO Box too but they will be shipping to Canada.
As mentioned above they will want the ISBN # and some examples of where the colour saturation is incorrect.
BTW this may not be an issue of just automatically replacing this book. It sounds like not all the first printing had the problems. Also it sounds like it is their policy to replace ANY book that has printing errors such as poor colour.
So I think it is an excellent policy on the part of the company and likely most book companies. Too bad as I remember buying a copy of the Golden Field Guide to Birds a number of years ago and almost all the pages were printed too light – in some cases the edges of wings were lost against the background. I wonder if they’d replace that now? 🙂
Kevin
My call to Random House went very well. They simply took my contact information yesterday and sent a confirmation number today. I should expect a replacement copy in about a week. I am impressed that they acknowledged the problem and are willing to correct it without a hassle. I am looking forward to seeing a bright red Scarlet Tanager in the second printing!
Thank you, Grant, for passing on this information.
My experience was like Thomas’s – they took my contact info and gave me a confirmation number – except that I was repeatedly told that they are NOT guaranteeing any fulfillment of my request for a free replacement copy. In other words, some people are very lucky in getting a replacement copy guaranteed to them, while others are not. It depends on which of the service reps you get, although the two people I spoke with this morning both had the same consistent “bad” news for those of us seeking a free replacement copy.
I’ve added another update to the original post. If you bought the 1st printing from Amazon, then check it out because you should be able to get a replacement from them.
This is an email I got back from Random House after I’d supplied them with the ISBN of the book and told them which plates had colors that weren’t correct.
Good day,
Thank you for contacting Penguin Random House and your interest in our publications.
The information provided yesterday via bird groups was not an official statement from Knopf. We do not have a replacement program for the first printing. At this time, due to the volume of calls we are getting, we are simply taking consumer information and feedback.
Thank you,
Penguin Random House Consumer Services
AS-3916
Consumer Services
Penguin Random House
I just called Knoph Publishing and they said this information is erroneous and they are not replacing the 2nd Edition of the Sibley Guide. It was worth a try!
From Random House today:
Good morning,
We are writing in reply to your recent request for a copy of the 2nd printing of the above title. We regret any inconvenience, however complimentary replacements for individuals with the first printing of this edition are not available.
The Sibley Guide to Birds was never meant to be a static publication. ‘My goal is for birders everywhere to have the best possible experience
With my guidebooks,’ says Sibley, ‘and I will continue to make adjustments to ensure that is the case.’ In the first edition of his landmark book, author David Sibley made revisions over the course of several printings In an effort to achieve the most accurate rendering of his work. This has continued with the second edition of The Sibley Guide to Birds, with David making several refinements, including type and color adjustments, in the second printing. The second printing is now off press and available in bookstores.
Thank you for your interest in this title. If you have not yet seen the 2nd printing you may find it at your local bookstore.
Consumer Services
SP – 3817
I called Random House yesterday and was asked for my contact information so they could get back to me when the offer was verified. Today, I received a return call saying Mr Sibley’s publisher has NOT made this offer and that they are aware that it has been posted on various websites but unfortunately it is not true and they even apologized for any inconvenience.
With regards to this fiasco, I just got off the phone with a representative of the publisher of this book (Knopf – a division of Random House). In fact, I spoke to the very same gentleman with whom I spoke with yesterday. Yesterday he promised me a book. He took down my name, address and phone number and assured me that the folks who WERE getting a replacement were the ones who were telling Knopf that the reason for the call was that, due to the printing, the book was difficult to read. He called to today to say that Knopf was NOT going to send out any books. He told me this was because Sibley had assured them that this WAS the printing he (Sibley) intended (so, basically it’s on Sibley and not Knopf). He even lied to me claiming he had never made such a promise yesterday!!
He did say that Sibley had promised to “make adjustments” to further editions.
He also told me Knopf would take any “feedback” from customers and pass it on to Sibley.
I told him here is my feedback:
Dear Mr. Sibley………..the print is lousy and very difficult to read; so lousy that I don’t even want to use your book. With respect to any “adjustments” you have made, why on Earth do you think I’d put ANOTHER $26 in you pocket when you didn’t do right by me the first time. And now because of this return fiasco, you now have LOTS of birders angry with you and you should make it right by them.
Yesterday I was very hopeful I would get a book that justified the money I spent on it. Today I am angry at both Knopf and Sibley.
It seems to me they simply got too many requests and decided to withdraw the offer. When I spoke to the lady on the phone, she also asked me to check print run etc. and said they were taking names and addresses until they had checked their inventory and would then be sending out the book. She even said they hoped people would pass on the original one (I said I was going to give it to a birder in Central America) or recycle. There was not the slightest suggestion that the offer was bogus, quite the opposite.
I received the same email that Andrew posted. I just had a long chat session with Barnes & Noble (where I ordered the first printing). They would not replace it.
Sticking the word possible in brackets after your headline doesn’t negate the fact that this article espouses unsubstantiated rumor and flat out untruth. If you have nay integrity at all you will pull this story.
I had a similar experience while on the phone with the publisher. It seems they were replacing books until the post on the american birding association website, at which point they were overwhelmed and decided not to replace any further copies. Although I bet if you made enough of a fuss on the phone they would still replace it. It is a bit of shame really considering the poor color printing in guide that is supposed to used as an identification guide. The illustrations of the Cliff Swallow, Hooded Warbler, and Scarlet Tanager are especially terrible. I find myself just turning to my old Sibley or Nat Geo guide instead.
I contacted my supplier in the UK with details of Random House’s original offer and was told they cannot provide a replacement copy but would instead refund my payment. At least that way I can now purchase a second printing version, but will wait a while before ordering to give time for first print run stocks to be exhausted !
I just received my replacement copy. Much faster than they said on the phone.
I’ve updated the post again to indicate that this program is dead. But I won’t remove it – having the history here will be valuable.
I really don’t know what to think about this. I can understand that the publisher got overwhelmed with requests, so much so that they could not honor it for everyone. But to hide behind “The Sibley Guide to Birds was never meant to be a static publication”? That’s a cop out. I don’t think any birder would begrudge Sibley making adjustments in future print runs. Even minor fixes, such as the incorrect and missing labels in the first printing. But changing those colors is not “an adjustment”, it is correcting a defect.
In the end, I’m happy that there were some that were able to get replacement copies. And I hope that more will be sent out.
Exactly, Grant.
Darn, Wish I would have seen this a couple of days ago.
It would have been worth a try.
Dallas: Any chance you got it from Amazon? You should be able to get a replacement from them.
If not, contact the publisher anyway. Honestly, the odds don’t seem to be in the favor of getting a replacement now, but you could luck out.
I think it was a gift for my Birthday in November. Not sure where they got it.
Dallas: It’s still worth a call to Random House. Worse thing is that you’ll eventually get a response saying that they won’t replace it.
Just wanted to say that my replacement copy did arrive today in my small town in Canada. I was told it would come from the Maryland office but it came from the Canadian office. I think I was close to the end of the orders that they were taking in before they closed the offer.
I also received my replacement copy in advance of the predicted delivery date.
I am pleased with the readability of this printing, the improvement of the color rendition, and the fact that the typos and mislabeling were corrected.
While I am, of course, very pleased with the service I received from Random House, I can understand the frustration of those who were rebuffed. Service should be uniform, and the quality of that service should not depend on having good luck connecting with a helpful representative. Random House should have known for months that they issued a defective product, prepared replacement copies and issued instructions to all their agents to issue a new copy to all who could prove they bought the first printing.
I hope they are able to get to a satisfactory solution for those who need a replacement.
Rob Fowler reports some great news on the ABA Facebook group – the publisher has added an option on its automated message when you call them that provides details on how to get a replacement copy. You will have to cut off the UPC from your 1st printing and mail it to them.
If you were previously denied a replacement or just haven’t tried yet, now’s the time!
(The original post has been updated with this info.)
I called Random House today, 2/19/15, and was directed by an automated recording that said if I was calling in regards to a replacement copy of the Sibley guide to press 7. I was then instructed to cut and mail them the UPC code from the back cover and they would send me a replacement.
I called several times but I’m having trouble hearing the street name of where to send the bar code.
This is what I have so far:
Penguin Random House
Attention Consumer Services/dmf
400 —- Road
Westminster, Maryland 21157
Can anybody please confirm that information, I don’t want to screw it up and not get a replacement.
Marion, it’s Hahn.
I thought it was DMS, not DMF, but I may be wrong. hope not.
Thanks Andrew!
About the DMF or DMS, I went through it again and I still hear DMF. Maybe somebody can chime in regarding this?
Mario (not Marion!) I hope mine still gets through to the right place then. I looked around in their website and found the MD address, I thought originally it was Horn.
No go with Amazon on my end tonight..Amazon cited their 30 day return policy, and they were not aware of any replacements being issued or returns of initial purchase. Lesson learned, I’ll not buy in the future unless I view it first. Glad I picked up another 1st edition used for a very cheap price. The print quality on the 2nd Edition is poor, to say the least.
Ron, you might try going the route that Grant describes in his latest update: calling Random House, pressing 7 during the automated message, and getting the address so you can send them the UPC code from your first printing to get a free replacement. I don’t know how this is working for other people since I was one of the lucky few to get excellent service on my first call and have received my copy.
When I talked to the representative, I informed her that I purchased my copy from Amazon and not direct from Random House, and she said that was not a problem.
Its worth a try!
Update of my post on 2/19/15 – mailed bar code on 2/19 and received my replacement copy today, 2/26. Incredible customer service! I noticed that a few folks have had difficulty hearing the address on the recording. I too had that problem but went to their website and found the address, it’s Hahn Road.
Here’s the address:
Penguin Random House
Attn: Consumer Services/DMF
400 Hahn Rd.
Westminster, MD 21157
I think you mean Westminster and not Westminister.
Indeed, thanks
Just found out about the replacement. Called Knopf and a rather dismissive customer rep told me the replacement program ended. I’m stuck with the first printing unless B&N will step up with a replacement.
Sorry to hear that. I’ll update this page to indicate it’s over now.
I’m disappointed. I put this book on my Christmas list…and got a bad copy as a present, far after their “return” policy was over. How was I to know that particularly as a graphic designer, I would find this a poorly executed book. The light sans serif font throughout is NOT a text font and should never be used as such. The illustrations are over-inked in black and the colors that are so lovely in the first edition are murky. I called Knopf and they (somewhat politely) told me I am quite simply out of luck. While I blame the designers, Scott and Nix, both the publisher and the author should never have approved it during the initial design stages or during a press check. I will not be using it and wish I hadn’t asked for it for Christmas. Big, big disappointment on a book that I should have been in love with.
Sorry to hear that, Jill. I don’t suppose it’s possible to return that copy? (I know it’s tough with it being a gift.)
I’m also curious how this happened, especially with such a high profile book.