customer service response

[kerihensley]

I have sent three message through customer service and haven't received any response. The first time I waited 3 days, the second time 24 hours, and the wait time has said 12 hours, 1 hour, and I haven't received any response. Help? Is there another way to contact customer service?

[monalisa]

Same for me. I have sent 2 messages to customer service over a week ago, and gotten zero responses. This is very very bad. I also just got overcharged on my book - wonder if I will get a response on the e-mail I sent re: that issue...

[Tigsgirl79]

I'm having the same lack of response issue with my Beta Book Test. I posted in that topic also.

[mypublisher]

We apologize for any delay in responding to you. We try to get back to each and every customer as soon as possible and we do reply to all messages we receive. If you did not receive a response, please be sure to check your email spam folders and add MyPublisher to your list of safe senders. Also, please be sure to carefully input your name on the support page. If there happens to be a typo in your email address, our response will be undeliverable or even go to the wrong person.
If you have checked all of these things, try sending customerservice@mypublisher.com a message to ensure that we have received your email. We want to be sure to address each of your questions and concerns individually.
Sincerely,
MyPublisher

[kerihensley]

It's been a week now. I keep getting apologies for no response, but I have yet to have a resolution to my problem. I am happy to be patient for any back up, but would like an honest idea of how long it will take to resolve.

[mypublisher]

Hello,

I do see that we responded to your inquiries and apologize if you did not receive these. Could I ask you to check your spam filters or to add us to your list of Safe Senders? This will help ensure that our emails get through to you.
Sincerely,
MyPublisher

[kerihensley]

I have done that already, I do not have any emails in my screened folder from you. Why is it that you keep responding to my post, yet no one is sending me information about fixing my book? I am very frustrated about this, and tired of waiting. It would be more helpful if you had a phone number that I could talk to someone and get this resolved rather than these back and forth apologies with no answer.

[kerihensley]

Customer service has finally contacted me and sent me coupon codes to reprint my book, I am grateful for than. However, it took a week to get that done. Customer Service has said that they sent these codes days ago, but that I didn't receive them. I have done everything they told me to with spam filters and making them a safe email to receive, so I'm not sure how that could have happened. I'm so glad this is over.

[Keltic Ice Man]

I've been quite ill waiting for a response from Customer Services as I was working to a tight deadline. It finally came yesterday but took 3 days, in fact I found out my order had been accepted by getting an email to tell me it was being shipped, then got customer services confirming my order had worked.

The Spam Filter response seems to be a very common one, and working in an IT customer services myself I realise that this can be a big problem, but I also know that in my case the Spam filter did not kill any earlier responses.

The book product is fantastic, Its just a shame about the support (at the moment)

[mypublisher]

Keltic Ice Man - I do apologize that it took a long time for your e-mail to be responded to. That is out of the ordinary here. Our typical response time is under an hour in most cases.