Customer Service response time

[djakulski]

I have emailed three times since last night. Still no response!
I ordered a book this AM and have not received a confirmation email yet
M673387
I also had sent a question last night and never got an answer.
I am in panic mode over this book - please reply asap!

[mypublisher]

Hi Djakulski -
I'm very sorry you have not received a response yet from CS - their wait time is actually quite short right now. Often times when this happens, the email has inadvertantly made its way into your Spam filter. Please check your junk mailbox or spam filter.

In other news - your order has been placed successfully, actually since you never received your confirmation, this also tells me that our emails are going into your spam box, as they are always automatically send. You should have received at least 3 production emails from us by now. Your book is making its way through production very nicely. It looks great, and it should be shipped out within a day or two.

Sincerely,
MyPublisher

[Mellie]

I have had the same issue. Spent all my time creating the book - and it has repeatedly stalled on the upload - AFTER I had gone ahead and made my payment. I need to know the status of the order - it is obviously of great importance as a present for Mother's Day. I have done the following with NO response:

1)submitted 3 emails through the mypublisher.com contact page

2)have sent a separate email to the technical support email address

3)left voicemail for Carl Navarre

4)have left voicemail for Randy Barron

NO response. ALL with NO RESPONSE. I would consider that highly to extremely unprofessional at this point. I have worked 10s and 10s of hours on this project for Mother's Day. I have requested simply to be contacted and let know of the status. It says that I should expect an email within 4 hours. I am now at more than twice that. I have mentioned the company and process to more than 100+ people at scrapbook camps over the past couple of weeks - so I am heavily invested here.


As I would expect from a company with great customer service, I would expect this issue to be resolved by the end of business day today, Monday May 5th. I can be reached through email (melaniejoybarton@hotmail.com)

[Mellie]

On a great note...the CEO called me to answer my questions and help resolve the issue. HUGE thanks and high recommendation.

[mypublisher]

Glad you are all set!