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Permlink Replies: 16 - Pages: 2 [ 1 2 | Next ] - Last Post: Nov 21, 2017 1:56 AM Last Post By: Donna St Felix Threads: [ Previous | Next ]
Chase Doyle

Posts: 6
Registered: 11/01/17
Zero Customer Support
Posted: Nov 13, 2017 10:51 AM
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Hi

I published my first ebook with Amazon - a niche religious text - and got immediate feedback that the file wasn't readable. I thought this would be an easy fix - I redid the RTF file, uploaded, got it approved. I have spent days now on the phone and online with the KDP department and I haven't experienced such terrible customer service in my life. My clients, who want to read the text they paid for, are understandably upset. New clients can read my text, but the original buyers can't and it's been days.

I've escalated this several times and I have many e-mails in my inbox, all of which tell me different issues are happening or have been resolved and no one appears to be reading the same customer/supplier file. The first person insisted that it was an iOS issue (my clients weren't on iOS), the second said that someone else had to handle it, the third said they didn't see any kind of a problem. A fourth person told me that updated have been pushed through but no one can show me how/when that happened or how to look at it. I spent an hour and a half on the phone with a supervisor who first told me that he would e-mail a copy of the push-through updates sent to my clients that, after 40 minutes on hold, turned into another "Someone in a different department will be in touch in 24 hours."

My clients still don't have a readable text. I took a day off of work to resolve this. I can't take another day because this isn't my career - it was a labor of love and faith. This is also a customer relations nightmare. I wanted to be able to share my faith, not spend hours on the phone with a man who keeps evangelizing about the value of patience and trust without any resolution in sight.

This is the first and last time I am publishing with Amazon. It was straightforward enough to upload and format, but this is beyond absurd. While I was on the phone, I converted my RTF to .mobi and will be personally reaching out to my clients individually to send them copies of the correct text. This may lose returns if they share the mobi with friends and family, but I can't have them unable to access what they rightfully paid for because Amazon refuses timely service to suppliers.
Chase Doyle

Posts: 6
Registered: 11/01/17
Re: Zero Customer Support
Posted: Nov 13, 2017 11:10 AM   in response to: Chase Doyle in response to: Chase Doyle
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I just received a phone call from Abbey Washington on the Executive Team, scolding me for contacting customer service, who have been e-mailing me all day. This is a very unprofessional team and I will not be doing business with them ever again. I will also recommend that anyone I know, professional or social, religious or amateur fiction writer, avoid Amazon and their inability to appropriately navigate anything like a respectful publishing venue.
Donna St Felix

Posts: 5,438
Registered: 09/18/13
Re: Zero Customer Support
Posted: Nov 13, 2017 11:28 AM   in response to: Chase Doyle in response to: Chase Doyle
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You need to ask customer service to FORCE the newest versions to those customers.
Chase Doyle

Posts: 6
Registered: 11/01/17
Re: Zero Customer Support
Posted: Nov 13, 2017 11:35 AM   in response to: Donna St Felix in response to: Donna St Felix
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I've done that. Many times. I've been told, variously, that a) that can't happen b) that will happen (usually in one to nine business days) c) that has already happened. The utter lack of a straight answer and inability to directly speak to anyone who is either respectful or able to produce results is frustrating for both me and my clients.
Donna St Felix

Posts: 5,438
Registered: 09/18/13
Re: Zero Customer Support
Posted: Nov 13, 2017 12:16 PM   in response to: Chase Doyle in response to: Chase Doyle
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Chase Doyle wrote:
I've done that. Many times. I've been told, variously, that a) that can't happen b) that will happen (usually in one to nine business days) c) that has already happened. The utter lack of a straight answer and inability to directly speak to anyone who is either respectful or able to produce results is frustrating for both me and my clients.

Not knowing your full situation, I am wondering if you talked to the retail end for the Zon. They have no idea what is going on with the tech.
They do not advertise a phone number to call for we authors. The 'Contact Us' below is what we have to work with UNLESS the message you a phone number.
cdalebrittain

Posts: 11,125
Registered: 03/05/11
Re: Zero Customer Support
Posted: Nov 13, 2017 1:41 PM   in response to: Chase Doyle in response to: Chase Doyle
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Chase, I'm sorry you're so frustrated. I wish you'd come to the forum right away, because we could have pointed you in the right direction.

For any other new author reading this, note that Amazon Customer Service (as already noted) knows nothing about KDP publishing. We aren't customers because we aren't buying anything. We authors are sellers.

You have to address KDP directly using the Contact link at below right. They will, if asked nicely, "push" the new version to previous buyers, including telling them how to get the new version. Although they won't do this for corrected typos or adding some extra material, they certainly will if the file is unreadable, as in your case.

If emailing KDP support, don't start a new email thread if you don't get a helpful answer right away. Keep on answering the emails you get, and if they still don't understand the problem, politely ask to have the issue escalated.

Chase, now that your book is fixed, I hope it sells well!
Chase Doyle

Posts: 6
Registered: 11/01/17
Re: Zero Customer Support
Posted: Nov 14, 2017 3:10 AM   in response to: cdalebrittain in response to: cdalebrittain
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I did actually come here as soon as I knew of the issue. I have an on-going email thread (answered by about 7 people, none of whom seem to be communicating) and a telephone number answered by a series of equally confused people. The icing on the cake was being called by a member of the executive team so that I could be scolded for trying to resolve this through both channels provided to me. It was unprofessional by half and an unseemly way to treat a supplier, which is what I am as an author. My clients, who sought me out first, however, are Amazon customers and being done a drastic disservice. Being told that they must wait more than a week to be able read something they paid money for is not professional or acceptable when I was able to update the file immediately and have already been able to produce a mobi to distribute to them.
Mrs Julia Evans

Posts: 640
Registered: 05/22/16
Re: Zero Customer Support
Posted: Nov 14, 2017 4:34 AM   in response to: Chase Doyle in response to: Chase Doyle
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FWIW Amazon are frequently bad at pushing new versions, and even worse at figuring out why, when it all goes wrong.

They agreed to push an updated version of one of my books last year, but when it didn't happen when it should've, I contacted them. They assured me that it had happened. When I pointed out that I knew of at least half a dozen purchasers (including myself) who hadn't received the push, they agreed to look into it. Weekly e-mails saying they were 'still working on it' became monthly emails, and then after about five months, they just stopped altogether.

Like you, I sent mobi versions to those I knew about, but as for the rest, I'll never know how many did or didn't get the update.

The lesson I learned was to try and get it as I want it BEFORE publishing, and not need any more pushes. (I appreciate your circumstances are slightly different.)

Good luck. J
Salamander Mall...

Posts: 337
Registered: 10/16/17
Re: Zero Customer Support
Posted: Nov 14, 2017 6:29 AM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
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Mrs Julia Evans wrote:
FWIW Amazon are frequently bad at pushing new versions, and even worse at figuring out why, when it all goes wrong.

They agreed to push an updated version of one of my books last year, but when it didn't happen when it should've, I contacted them. They assured me that it had happened. When I pointed out that I knew of at least half a dozen purchasers (including myself) who hadn't received the push, they agreed to look into it. Weekly e-mails saying they were 'still working on it' became monthly emails, and then after about five months, they just stopped altogether.

Like you, I sent mobi versions to those I knew about, but as for the rest, I'll never know how many did or didn't get the update.

The lesson I learned was to try and get it as I want it BEFORE publishing, and not need any more pushes. (I appreciate your circumstances are slightly different.)

Good luck. J


My experience is a bit different. A reader reported several typos in one of my mysteries, and Amazon informed me. I fixed the typos and informed Amazon I had done so. A little later, the same reader reported a single typo in the next book in the series. I corrected the typo (one letter inserted) and notified Amazon. In both cases, Amazon immediately pushed the changes to all previous purchasers, including me...and did so without me asking them to. I found KDP Client Services very helpful and responsive, but my lesson learned: get it right the first time.
AUDE LE PERSON

Posts: 103
Registered: 05/02/16
Re: Zero Customer Support
Posted: Nov 14, 2017 6:30 AM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
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AFAIK they NEVER force new versions on people, because that messes with any notes taken, and to some people being able to keep or recover those notes first is more valuable than getting the new version ASAP. So they just offer it in people's dashboard to download if they so wish ?

So if people keep puttering around with their devices, erasing and re-downloading, but never trigger the actual download of the update they'll just keep getting the version that was current when they bought it.
Mrs Julia Evans

Posts: 640
Registered: 05/22/16
Re: Zero Customer Support
Posted: Nov 14, 2017 6:48 AM   in response to: AUDE LE PERSON in response to: AUDE LE PERSON
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Aude,

I think you meant to respond to Donna. I didn't make reference to forcing anything.

J :)
Mrs Julia Evans

Posts: 640
Registered: 05/22/16
Re: Zero Customer Support
Posted: Nov 14, 2017 6:55 AM   in response to: Salamander Mall... in response to: Salamander Mall...
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Salamander Mallory wrote:
My experience is a bit different. A reader reported several typos in one of my mysteries, and Amazon informed me. I fixed the typos and informed Amazon I had done so. A little later, the same reader reported a single typo in the next book in the series. I corrected the typo (one letter inserted) and notified Amazon. In both cases, Amazon immediately pushed the changes to all previous purchasers, including me...and did so without me asking them to. I found KDP Client Services very helpful and responsive, but my lesson learned: get it right the first time.

Perhaps the different approach by the Zon comes from the fact that your customer contacted them directly, so they treated it as a customer complaint, as opposed to an author complaint, which, as we know, carries far less weight.

That would be my guess, anyway.

J :)
thrasherll

Posts: 5,049
Registered: 06/27/12
Re: Zero Customer Support
Posted: Nov 14, 2017 8:40 PM   in response to: AUDE LE PERSON in response to: AUDE LE PERSON
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AUDE LE PERSON wrote:
AFAIK they NEVER force new versions on people, because that messes with any notes taken, and to some people being able to keep or recover those notes first is more valuable than getting the new version ASAP. So they just offer it in people's dashboard to download if they so wish ?

So if people keep puttering around with their devices, erasing and re-downloading, but never trigger the actual download of the update they'll just keep getting the version that was current when they bought it.


Unless things have changed, they make a note appear in the customer's Your Content and Devices section of the account. Then the customer decides whether they want to upload the revised version over their old one. If they have notes, they might decide not to, or they might make notes of notes so they can mark them again. I haven't received such a notice in a few years and I don't recall if they send an email to let you know the update is available. I think the note was just sort of obvious in my contents list, like maybe orange-colored like the "sample" and "KIndle unlimited" tags.

L. L. Thrasher
K R COTTON

Posts: 23
Registered: 08/14/17
Re: Zero Customer Support
Posted: Nov 20, 2017 6:04 AM   in response to: Chase Doyle in response to: Chase Doyle
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Let see three months 100 hundred phone calls, 55 plus emails still having problems with kdp crap serves
Pages: 1

Edited by: K R COTTON on Nov 20, 2017 6:04 AM
K R COTTON

Posts: 23
Registered: 08/14/17
Re: Zero Customer Support
Posted: Nov 20, 2017 6:07 AM   in response to: Chase Doyle in response to: Chase Doyle
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liber offices ,html file ,calibre epub done
Legend
Helpful Answer
Correct Answer

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