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Thread: Better customer service for authors.


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Permlink Replies: 13 - Pages: 1 - Last Post: Apr 23, 2012 3:32 PM Last Post By: phildukephd
sleepingbeautyloz

Posts: 47
Registered: 08/12/11
Better customer service for authors.
Posted: Mar 31, 2012 8:48 AM
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Do the KDP staff even read these message boards? It seems like people have a hard time always getting any sort of reply from them, even when they email KDP CS directly.

I wonder how many people they even have working exclusively in the KDP department? It would be nice if they assigned a person to work the message boards to answer important questions, it would at least make us all feel like they cared.

This 404 error just has me beyond frustrated right now, especially since it could take up to 6 days to fix the issue. Six days of losing money. I always imagined them to have a big, intelligent team of programmers working behind the scenes, now I'm not so sure.

Since I posted that my book was finished and uploaded people are asking for the link to buy it, and I'm left here twiddling my thumbs.

Okay, small rant over. I do feel a little better now at least. Not much, but a little.
phildukephd

Posts: 857
Registered: 06/16/11
Re: Better customer service for authors.
Posted: Mar 31, 2012 3:44 PM   in response to: sleepingbeautyloz in response to: sleepingbeautyloz
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What customer service? Don't you mean customer dis-service?

"Support" is by far the very worst part of KDP. I like KDP and am loyal to KDP and Amazon.com, but please don't get me started as to why my overall dissatisfaction with KDP "Support." I don't have the time to spare.

I have by the way very politely and factually repeatedly emailed Mr. Jeffry Bezos, President and founder of Amazon.com>, regarding KDP "Support," using the email address for him finally given me by "Support" after many requests. Of course there was never any reply.

You have to take the bad with the good, and there is a lot of good. I like KDP. For questions/problems ask the Forum experts, they will help you.
kdpadmin

Posts: 1,459
Registered: 01/01/70
Re: Better customer service for authors.
Posted: Apr 1, 2012 10:51 AM   in response to: sleepingbeautyloz in response to: sleepingbeautyloz
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Hello sleepingbeautyloz,

Can you tell us a little more about the 404 error you're seeing?

Unfortunately, there's a slight delay in publishing some recently submitted books. Our engineers are working hard to resolve the issue, and we expect this to be fixed very soon. We're very sorry for any inconvenience this has caused.

Regards,

Erick P.
Kindle Direct Publishing
===================
jane43990

Posts: 19
Registered: 12/04/11
Re: Better customer service for authors.
Posted: Apr 1, 2012 8:13 PM   in response to: kdpadmin in response to: kdpadmin
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Erick,

How wonderful to see a KDP Admin. here.

I also appreciate KDP and Amazon, but have had some frustrations with the level of customer service.

I wonder why KDP can't have the same ease of customer service that CreateSpace has. Regarding my paperback, I can call a number and speak directly with a person. I can speak with that same person again if the problem continues in order to avoid having to re-explain my concerns.

If phone support would be too difficult, then my wish would be that emails regarding the same issue aren't shuffled off between various service reps, but handled from beginning to end by the same rep. It is so frustrating not to have any sense of continuity -- or even a case # and the ability to respond to emails through email instead of Amazon's links.
kdpadmin

Posts: 1,459
Registered: 01/01/70
Re: Better customer service for authors.
Posted: Apr 2, 2012 12:38 AM   in response to: jane43990 in response to: jane43990
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Hello Jane!

I'm sorry we don't offer phone support at this time. We're dedicated to providing the best customer service possible via email, however, we realize there are times when you’d rather speak with us.

If you need to e-mail us, our team reviews any previous correspondences between your inbox and ours before replying to your current concerns. This includes any prior notes or actions taken by a team member to help solve your problem.

I'll be sure to share your feedback with our leadership team, and appreciate you voicing it here. I hope you have a nice week ahead!

Regards,

Erick P.
Kindle Direct Publishing
===================
glennglenglenn

Posts: 10
Registered: 04/01/12
Re: Better customer service for authors.
Posted: Apr 2, 2012 7:57 AM   in response to: sleepingbeautyloz in response to: sleepingbeautyloz
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I had the 404 error on publishing my first even book a few days ago. I checked the forums, and sent and email to KDP support. I got a reply about 24 hours or so later which is not too bad, and the problem was solved a few hours later - whether because of my email or just because they were fixing it I don't know -- but I found that and acceptable level of support.
Just my 2 cents worth and depends what happens in the future but if it is at that level it'd be fine by me.
jconver1

Posts: 7
Registered: 01/27/11
Re: Better customer service for authors.
Posted: Apr 2, 2012 1:45 PM   in response to: sleepingbeautyloz in response to: sleepingbeautyloz
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I'm sorry, I don't agree with you. With all respect I have had the best service. All three or four times I've had questions I got an answer within or less than 24 hours. One time when they didn't understand my question they even called me. Tell me a publisher that would be available at all hours. No way! These guys deserve a lot of credit.
bandbsaga

Posts: 14
Registered: 01/31/12
Re: Better customer service for authors.
Posted: Apr 4, 2012 8:46 AM   in response to: sleepingbeautyloz in response to: sleepingbeautyloz
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The complete lack of support to authors through KDP is at the very least disheartening.
Today WOULD mark the begginning of a free promotion of one of my books, a promotion that I paid in excess of $1000.00 for additional marketing. However, like many other authors today, my book was not updated to free, even though on my dashboard it says the promotion is in progress.
What is the effect of this you might ask yourself?
The PAID marketing for my book took off right on time, promoting my free give away, however my book remains at regular price. This has inspired, now more than 20 people to email me via my website claiming that my marketing ads are misleading, or a scam to have people accidentally purchase my book thinking it is free. Thank you KDP for ruining my credability with so many readers.
So as I have thrown away more than a thousand dollars, due to Amazons inability to provide the services they claim to, I am left with only one avenue to contact support. We are all very much aware that it is an automated process, in which you fill out a small email like form and submit it to receive a response that states you should hear something back within 24-48 hours. In 24 hours, the marketing that I paid for will end. So overall I am Irate about the complete lack of service or support, having wasted both time and money all the while also damaging my reputation with my reader base.
syana

Posts: 197
Registered: 07/23/11
Re: Better customer service for authors.
Posted: Apr 4, 2012 10:27 AM   in response to: jconver1 in response to: jconver1
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How can i LIKE your comment, Iconver1?
whydoineedanick

Posts: 226
Registered: 07/12/11
Re: Better customer service for authors.
Posted: Apr 4, 2012 3:31 PM   in response to: syana in response to: syana
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As a former IT-guy myself, I still get amused when software and hardware guys are referred to as "engineers."
ignaciodemure

Posts: 1,920
Registered: 11/13/11
Re: Better customer service for authors.
Posted: Apr 7, 2012 2:01 PM   in response to: ignaciodemure in response to: ignaciodemure
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for another roll of stamps you could have been the 'king of siam'
fcked

Posts: 1
Registered: 04/07/12
Re: Better customer service for authors.
Posted: Apr 7, 2012 2:38 PM   in response to: sleepingbeautyloz in response to: sleepingbeautyloz
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i published a book and now it is missing on my bookshelf....BUT....still available for sale. no record of any sales or anything..i have no access to manage my account or my book because there is no book on my bookshelf.....

how is this possible?

fcked

ebookcoach

Posts: 5
Registered: 04/09/12
I haven't been paid since Nov 2011! How do I get a response from support?
Posted: Apr 23, 2012 6:19 AM   in response to: sleepingbeautyloz in response to: sleepingbeautyloz
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I haven't been paid and I am owed money. How do I contact support so as to get a response back. I really love KDP and I am grateful for the opportunity to get my work out, but it is very frustrating when there is no way to contact support to receive an answer. Communication is everything in this world and being left out in the dark and feeling as if I don't matter is really an upsetting experience. Can you please tell me what the email is to send my inquiry to?
Thank you,
Laura J. Kendall
phildukephd

Posts: 857
Registered: 06/16/11
Re: Better customer service for authors.
Posted: Apr 23, 2012 3:32 PM   in response to: ignaciodemure in response to: ignaciodemure
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I respond factually to your questions.

USC is the University Of Southern California

No spam just solid info on the G-S ebook

I have never claimed any c...e for cancer or anything else.

All the best to you too,

phildukephd
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