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Thread: Support completely unresponsive? Is this normal?


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Permlink Replies: 17 - Pages: 2 [ 1 2 | Next ] - Last Post: Dec 6, 2017 4:57 AM Last Post By: writerbn
Autumn Wilderland

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Registered: 03/29/16
Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 8:09 AM
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Hello everyone,

I recently published my book on Createspace with no issues and it is live. I'm no ready to upload my .mobi file and have set up a KDP account to do so. I've had 3 different questions/problems over the past week, and have filled out the "Contact Us" support form for each request. I've received no response at all. Nothing.

It's been a week since the first one, which was regarding a problem submitting my .mobi file. Nothing. After submitting each request, it states that I'll hear back within 24 hours. It makes me very nervous to have such a total lack of any response at all. What if when I go live I have issues?

Can forum users please tell me if this is typical? I'm thinking of using an aggregator instead of KDP because of this, but I'd really prefer to work with KDP directly and sign up with things like KDP select.

Thanks in advance for any responses!
Emily Veinglory

Posts: 3,572
Registered: 04/25/13
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 8:12 AM   in response to: Autumn Wilderland in response to: Autumn Wilderland
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You might want to check you spam folder. Generally you can an acknowledgement of your request immediately and a response in a few days.
cdalebrittain

Posts: 11,557
Registered: 03/05/11
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 8:18 AM   in response to: Autumn Wilderland in response to: Autumn Wilderland
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In addition to checking your spam trap as Emily says, you should reply to the acknowledgment if it's really been a week.

By the way, you don't need to submit a mobi file. Amazon turns your file into a mobi for you. An ePub or a Word document or (best of all) an html document all work.
Autumn Wilderland

Posts: 6
Registered: 03/29/16
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 8:32 AM   in response to: cdalebrittain in response to: cdalebrittain
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Hello,

Could you explain what you mean by reply "to the acknowledgement." I've not received any acknowledgement at all and there is nothing at all in my spam folder. I've just submitted ANOTHER contact request - no type of acknowledgment at all. Should I be getting one?

I've tried submitting both an ePub and a .mobi file. Both get rejected. They are flawless on the kindle previewer, and look perfect on both my phone and tablet when I test them out. The file is error-free in the ePub validator, and sigil, and I've exhausted many avenues to try to find out what the issue is. I've asked for help from support and had no response in exactly 1 week.

Edited by: Autumn Wilderland on Dec 5, 2017 8:36 AM
Donna St Felix

Posts: 6,077
Registered: 09/18/13
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 8:39 AM   in response to: Autumn Wilderland in response to: Autumn Wilderland
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Autumn Wilderland wrote:
I recently published my book on Createspace with no issues and it is live. I'm no ready to upload my .mobi file and have set up a KDP account to do so. I've had 3 different questions/problems over the past week, and have filled out the "Contact Us" support form for each request. I've received no response at all. Nothing.

It's been a week since the first one, which was regarding a problem submitting my .mobi file. Nothing. After submitting each request, it states that I'll hear back within 24 hours. It makes me very nervous to have such a total lack of any response at all. What if when I go live I have issues?

Can forum users please tell me if this is typical? I'm thinking of using an aggregator instead of KDP because of this, but I'd really prefer to work with KDP directly and sign up with things like KDP select.


Your price may be low for the digital delivery fees. If you can, try adjusting your price upwards. If it goes live, you can then go in and make adjustments.
Autumn Wilderland

Posts: 6
Registered: 03/29/16
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 8:43 AM   in response to: Donna St Felix in response to: Donna St Felix
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I haven't even gotten to the pricing yet - i'm simply trying to upload my file. It uploads, then fails on the processing :-) It tells me there is an error and I should recheck my file and try again. The problem is associated with uploading the file I have.

Edited by: Autumn Wilderland on Dec 5, 2017 8:43 AM
Donna St Felix

Posts: 6,077
Registered: 09/18/13
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 8:57 AM   in response to: Autumn Wilderland in response to: Autumn Wilderland
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Autumn Wilderland wrote:
I haven't even gotten to the pricing yet - i'm simply trying to upload my file. It uploads, then fails on the processing :-) It tells me there is an error and I should recheck my file and try again. The problem is associated with uploading the file I have.

It may be the Zon computer/s are having issues. I know I am having a heck of a time getting around on the forums today.
I upload a Word.doc only for digital books so I am no help with your mobi file.
cdalebrittain

Posts: 11,557
Registered: 03/05/11
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 9:22 AM   in response to: Autumn Wilderland in response to: Autumn Wilderland
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Autumn Wilderland wrote:
Hello,

Could you explain what you mean by reply "to the acknowledgement." I've not received any acknowledgement at all and there is nothing at all in my spam folder.

Sorry, I assumed you'd gotten the acknowledgment we generally get, that they will get back to us in 24 hours.

Not sure why you haven't heard from them. Is your account perhaps attached to a different email address?

On the upload, it sounds as if you're doing things right, as long as the size of your book is within KDP's limits. I know people have said they get error messages if they try to upload something that's too many MB. (It says next to the upload how big a file can be.) Or it could be your browser. If you're trying to use Internet Explorer, try Chrome or Firefox. KDP doesn't work with with IE.

I'm sure this is very frustrating!

Autumn Wilderland

Posts: 6
Registered: 03/29/16
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 10:11 AM   in response to: cdalebrittain in response to: cdalebrittain
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Hi cdalebrittain,

When I submit the contact form, it says I should receive a response within 24 hours. That's the only acknowledgement I get - there isn't any email or anything else to respond to. But I'm more concerned that I've submitted several contact requests on 3 different issues and have received nothing back at all. If I need help after I publish, heaven help me.

From the responses here, should I gather this is not typical? Am I the anomaly? :-)
Ash

Posts: 2
Registered: 08/18/17
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 10:17 AM   in response to: Donna St Felix in response to: Donna St Felix
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thats good!
Emily Veinglory

Posts: 3,572
Registered: 04/25/13
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 10:47 AM   in response to: Autumn Wilderland in response to: Autumn Wilderland
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You should get an acknowledgement email--make sure you haven't accidentally put it on your block or delete list, and that your email is functioning correctly. Failing that, use a different email address. As far as I know the system is working fine.
Diana Persaud

Posts: 2,700
Registered: 10/07/13
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 10:56 AM   in response to: Autumn Wilderland in response to: Autumn Wilderland
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Autumn Wilderland wrote:
I haven't even gotten to the pricing yet - i'm simply trying to upload my file. It uploads, then fails on the processing :-) It tells me there is an error and I should recheck my file and try again. The problem is associated with uploading the file I have.

Edited by: Autumn Wilderland on Dec 5, 2017 8:43 AM

Might be a browser issue. Which browser are you using?
Autumn Wilderland

Posts: 6
Registered: 03/29/16
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 11:55 AM   in response to: Diana Persaud in response to: Diana Persaud
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I've tried a bunch, lol. Chrome, Firefox, Edge, IE. I'm pretty technical, and hubby is extremely technical from a programming/web dev/IT architecture perspective. So we're going nuts here. We did remove a whole bunch of CSS and the file finally uploaded today. The CSS is very clean and should have been fully compliant for the ePub, but I guess not. We're having to apply the CSS a little differently to get the same nice formatting yet not have it fail in KDP.

But... lo and behold, I FINALLY heard back from KDP!!! I received a very nice email, and the emailed detailed how to "request a call back" and so I was able to speak with them on the phone!!!

My faith has been restored.....!
cdalebrittain

Posts: 11,557
Registered: 03/05/11
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 1:21 PM   in response to: Autumn Wilderland in response to: Autumn Wilderland
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Glad to hear of the happy ending! Thanks for coming back and telling us.

Yep, it seems as if a sloppy Word document will upload just fine, but something carefully formatted will worry the bots.
writerbn

Posts: 5,642
Registered: 05/12/12
Re: Support completely unresponsive? Is this normal?
Posted: Dec 5, 2017 2:28 PM   in response to: Autumn Wilderland in response to: Autumn Wilderland
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Autumn Wilderland wrote:
We did remove a whole bunch of CSS and the file finally uploaded today. The CSS is very clean and should have been fully compliant for the ePub, but I guess not. We're having to apply the CSS a little differently to get the same nice formatting yet not have it fail in KDP.

That's very odd. I've never had a validated ePub file fail before, and I've uploaded plenty of them.

Out of curiosity, what format was your cover image (either the one uploaded separately, or an internal one, if you included it)? Did you have a lot of other images in the book?

Edit: Also, was it an ePub3 file?

Edited by: writerbn on Dec 5, 2017 2:29 PM
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