Is anybody getting a customer service response?

[wavesfan1313]

I was just wondering if anyone has heard from customer service since the coupon expired last night and the problems haven't been solved. We have had no response to our emails since Thursday...

[laurenmac]

I didn't actually email today but no response - have just seen some on the forum but all seem to come at once and then the one customer sevice person seems to disappear

[creativelkj]

Several days ago I emailed about a problem and didn't hear back that day. I had copied the text and just posted it here the next morning and received a response here within a few hours. The small problem was then taken care of quickly. I just made sure to include my order number and as much detail as possible.

[kittykatzu]

I too have have no direct response either way since thursday as well. I am not sure how they "prioritize" their responses.

[jones330]

have sent lots o emil with no esponse its disurbing esspecialy with not contact number eather

[mypublisher]

Hi Everyone -

The forum is different than customer service. We have 1 person (me) that handles the forum. I am not 24/7...I need to sleep as you might imagine :). Customer service is 24/7. They are a bit backed up at the moment due to the expiration, which is why you might get a response back from my before hearing from them or vice versa.

They will respond to you...I promise, but the more you post and email about the same issue over and over again, the more emails and questions go into the queue to be answered and it slows everyone else down.

Please try to be patient. They will honor your coupon, they will do the right thing. It just may take a few extra days. I do apologize for anyone that is frustrated, I know it can be, but we will take care of you!
Sincerely,
MyPublisher

[slug420]

is an email with tracking information automatically generated when a book is shipped or is that done manually?

I am still waiting on a book I ordered on 10/31, and reordered on 11/9 (was notified upon inquiring on 11/9 that they were unable to process the book that I uploaded on 10/31 and that it needed to be resent).

I thought most people had their books printed and shipped inside of 24 hours (from the sounds of the reviews etc).

I understand they might have a lot of emails but it is SO frustrating to wait days and days for responses to instantaneous emails asking simple questions.

I mean I get an email saying i need to re-upload my book and I had that done within a few hours (most of which was spent trying to find and re-import it).

I got an email back saying my book was received...2 days after I resubmitted it. I then immediatly responded asking:
"Can you tell me when I need to have a book submitted by in order to
receive it by thanksgiving? We are having a 90th birthday party for
my grandmother the saturday after thanksgiving and I am making a book
to give her as a gift.

I had submitted this first order in advance in hopes of receiving it
early so I could learn from any mistakes to make my grandmother's gift
perfect but I am not sure now that I will have time to place the order
for my grandmother's book if I wait for this one to arrive.

Your thoughts?

Thanks"



That was 3 days ago! If the answer was "you better submit it tomorrow to ensure you receive it in time" then the time it is taking to get a response to my inquiry is going to change the response I get to "it is too late, you will not be able to get it in time" thus messing up plans that I had and potentially costing MP sale.

Whatever the answer is it only takes 2 seconds to type out and it lets everyone get on with their lives.

/rant

BTW, I emailed just now asking for an update on my order (and hopefully answers to the questions in previous emails). I can appreciate what you are saying about not hounding them with emails as it makes the backlog bigger but who knows when I would have found out that my 10/31 order was unable to be processed by the system if I hadnt e-mailed them looking for an update on 11/7?

[mypublisher]

Hello -

I really do apologize. I can see your order in the system and it is about to print. I will have to forward your inquiry to a customer service supervisor to see what happened. I am sorry for the inconvenience. Typical turnaround time is around 2 days but with this high volume it is up to 6 business days.

Sincerely,
MyPublisher

[slug420]

thanks for the quick response!

Hopefully I can get my grandmother's book submitted tonight and with some luck it might get here in time i guess..

[mypublisher]

Sorry about that!