Two sets of pages are stuck together and Customer Service hasn't responded

[showbiz]

We just gave my father-in-law a deluxe book of slides that I scanned of his hunting days between the 1950's to the 1970's. When he opened the book, pages were stuck together in two different areas. When we attempted to "unstick" them, this caused damage to, basically, 4 of my pages, where the pages have the paper pulled away from it. Has anyone out there had this problem too? I thought it might be glue from the binding process but I've read that the bindings are sewn together. Could this be ink that didn't dry and caused this to happen? I emailed customer service asking about what can be done (This was a deluxe book with 35 pages so the price wasn't cheap) and I still haven't heard anything back from them. The longer it takes, the more unhappy my father-in-law is becoming, and I'd hate to tell him his birthday present can't be fixed.

I also like the new software with the MUCH improved jacket. If the book can be re-printed, can I re-upload the pictures again so I can have a better looking jacket on the book? I like the idea of text on the flaps as I chose a photo only book and would like to put a message on the book from his children to personalize this even more.

If customer service is reading this, can someone PLEASE contact me so I can get this resolved? This is my first time using your product and I am very happy with the rest of the book, but like I said before, four of my pages are damaged at this point and this needs some resolution. I hope to hear from someone soon.

[Cruiser]

Customer Service probably won't answer until Monday but they always make good any book that arrives damaged. What they do is give you a coupon to have the book reprinted. Mine was lost in delivery and the coupon was good for 3 months. That should give you a chance to replace any pictures you want and reupload. Or, you can order the same book by reordering and putting the coupon number in the blank.

I just received a 47 page Deluxe album yesterday and it was in beautiful shape. My only disappointment was that some of the pictures I processed were light, flat and dull looking but that was my Photoshop skills, not the fault of MyPublisher.

I found the coupon was for the exact amount that I had paid previously so if you add an Advanced Jacket option which you can, you may have to pay for the difference between the regular jacket and the advanced.

What I would like to find is a cover for the jacket...a clear cover that would protect the jacket from tearing over the years as we look at the book.

[mypublisher]

Showbiz - Customer service will absolutely make good on the book and will allow you to upload again at no cost. They should be contacting you soon, if you have not already heard back from them.

Sincerely,
MyPublisher

[showbiz]

Thank you for the responses. I still haven't heard from anyone in customer service and my father-in-law is getting more depressed by the day. I hope they email me back soon.

[showbiz]

I was told by Mypublisher that customer service would contact me and I still haven't heard from anyone. In fact, my original email directed to customer service hasn't been responded to, only the forum post.

[mypublisher]

I am having a supervisor get back to you and figure out what happened.

Sincerely,
MyPublisher

[mypublisher]

Hi Showbiz - I just checked our customer service logs and your original inquiry was responded to on September 20th. Our supervisor has sent you an e-mail again with the original coupon code information that we have issued to you. Please check your spam filters and allow us as an approved sender to ensure our e-mails get through!

Sincerely,
MyPublisher