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Thread: Any way to expedite help desk or escalate an issue?


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Permlink Replies: 7 - Pages: 1 - Last Post: Nov 8, 2017 8:52 PM Last Post By: Donna St Felix
June Em

Posts: 9
Registered: 08/21/17
Any way to expedite help desk or escalate an issue?
Posted: Oct 11, 2017 7:37 AM
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Three weeks ago, I unpublished my print on demand book on KDP and republished through CreateSpace. Since then, the dashboard for my print on demand book has been inaccessible in KDP and it's still showing the original version of the book I published on Amazon on book's webpage (amazon.com/dp/0995956502).

I've been in touch multiple times via email with the KDP help desk about this - it took about a week for them to tell me what I already know (that my account was frozen because it was trying to publish two copies of the same book) and another two weeks of "We've forwarded this to our technical team." Yet, there still doesn't seem to be any action on this.

I'm beyond frustrated as I really want to promote my book but can't do this until this is resolved.

Does anyone know a way of escalating actions or an actual phone number to call?
Joseph M Erhardt

Posts: 4,461
Registered: 12/21/15
Re: Any way to expedite help desk or escalate an issue?
Posted: Oct 11, 2017 8:40 AM   in response to: June Em in response to: June Em
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You can reply--politely--to the e-mail you last received, telling them that's it's been two weeks and could they please check on the progress of your issue? Sincerely, Your Name.

This will bump it up a level without your appearing unduly ticked. You want to nudge the bear, not get him to snarl.
writerbn

Posts: 5,249
Registered: 05/12/12
Re: Any way to expedite help desk or escalate an issue?
Posted: Oct 11, 2017 9:06 AM   in response to: June Em in response to: June Em
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June Em wrote:
Does anyone know a way of escalating actions or an actual phone number to call?
There's supposed to be a way to initiate a callback through Author Central. I've never used it, though, so I have no idea if it works.
Notjohn

Posts: 22,992
Registered: 02/27/13
Re: Any way to expedite help desk or escalate an issue?
Posted: Oct 12, 2017 2:42 AM   in response to: June Em in response to: June Em
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It is inaccessible because you unpublished it, and it remains on the store because that's what paperbacks do, in case someone wants to sell a secondhand copy. (An ebook usually disappears, though it remains available to anyone who ever bought a copy so it can be refreshed.)

(Don't trust KDP to publish a print edition. Don't trust CreateSpace to publish an ebook.)

Good luck! -- NJ

Notjohn's Guide to E-Book & Print Formatting

The blog:
http://notjohnkdp.blogspot.com
Donald Arsenault

Posts: 3
Registered: 06/08/17
Re: Any way to expedite help desk or escalate an issue?
Posted: Oct 21, 2017 12:39 PM   in response to: June Em in response to: June Em
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You, like me, are in an Amazon created Catch 22 situation. My book, Before the Plague, was accepted for publication in May. May 7th, purchased ad space from Amazon, subject to approval. After getting no action whatsoever on the account, wrote to Customer Service. The response, "we are looking into the matter." Four months, 18 emails and over 9 customer representatives later, I wrote Jeff Bezos;( jeff@amazon) thinking that someone in his office could tell me what the problem was so that I could perhaps rectify it. Alas! Got the same response; "We're looking into it." As I write, 4 new representatives have again written that they are looking into it. Frustrated beyond tolerance, requested that the $50 credit they gave me for accounting errors be transferred to my Amazon retail account, as I have secured the services of an agency to promote the book.
Good luck.
June Em

Posts: 9
Registered: 08/21/17
Re: Any way to expedite help desk or escalate an issue?
Posted: Oct 30, 2017 6:12 AM   in response to: June Em in response to: June Em
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Thanks all. I finally had this resolved by going through CreateSpace. They got in touch with KDP and the issue was resolved within a week of contacting them. I had to get a second ISBN to do this and subsequently a new URL but at least my book is finally re-available in print and I have full control of it through the dashboard.
C. L. Davis

Posts: 3
Registered: 02/03/17
Re: Any way to expedite help desk or escalate an issue?
Posted: Nov 8, 2017 6:14 AM   in response to: Donald Arsenault in response to: Donald Arsenault
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Oh dear, I'm a week and three emails into an issue. My Kindle and print versions haven't linked together and I still can't order copies as the author which began back in October. I keep getting the issue has been forwarded to technical with no real update or responses even when they offer a response time. You said four months!!! This is disturbing to know support is not really there its just someone sending email responses to pacify the customer.
Donna St Felix

Posts: 5,463
Registered: 09/18/13
Re: Any way to expedite help desk or escalate an issue?
Posted: Nov 8, 2017 8:52 PM   in response to: C. L. Davis in response to: C. L. Davis
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C. L. Davis wrote:
Oh dear, I'm a week and three emails into an issue. My Kindle and print versions haven't linked together and I still can't order copies as the author which began back in October. I keep getting the issue has been forwarded to technical with no real update or responses even when they offer a response time. You said four months!!! This is disturbing to know support is not really there its just someone sending email responses to pacify the customer.

Did you do your paperback at CreateSpace (also Amazon)?
There are many problems for those that do both their paperback and digital books at the KDP site.
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