frustrated with customer service

[jlrph]

About 6 weeks ago I uploaded the file for 15 copies of a book with a jacket. Customer service contacted me to tell me the books looked great but that there was an issue with the jacket. They asked me to re-download the software, re-enter the jacket only, and re-upload the jackets so they could match them with the books. I DID re-download the software, re-enter the jacket only, and have TRIED to re-upload the jackets, but I continue to have trouble at the "purchasing" step. I have corresponded with at least 4 customer service reps. Unfortunately, they don't seem to read my emails close enough to determine what I have already tried, because they continue to ask me to do those again. Of course, I understand that I may not have done those things correctly, and I am willing to try them again, but then I get locked out by my coupon code, which says I have already used it on a previous attempt. I have tried creating a new account for myself, but again, I continue to be locked out by my coupon code. I could not be more frustrated. I thought by ordering in September I'd have my books here in plenty of time for Christmas. Now I'm not so sure.

[mypublisher]

Locked out by your coupon code? I don't know the history of your case, please tell me what your problem seems to be...and I can try to help you...

Sincerely,
MyPublisher

[jlrph]

I was given a coupon code by customer service to override the price for ordering the jackets only (payment for the jackets was included in my September order for 15 books). When I sent my order originally, customer service told me that the books looked great but that there was a problem with the jackets. They asked me to re-download the software, recreate the jacket, and re-upload it to the website. That would take me to the purchasing screen. On the purchasing screen is a field to enter a coupon. In my case, the coupon was to override the price to zero, as I had previously made payment arrangements on the original order. I entered the coupon code I was given, which did override the price to zero, but then I received the error message: "There has been a problem with your method of payment. Please try a different method or email customer service."
I then tried using a different credit card, although the price was supposed to be zero anyway. When I tried to use the second credit card, the "coupon" field rejected, saying that the coupon I was attempting to use had already been used once and could not be used again. I contacted customer service. They asked me to closely check my account profile to be sure that my billing info matched my credit card info or that could cause a rejection. They also gave me another coupon code to use on the purchasing screen. Again, my purchase attempt was rejected. My next attempt was to add myself as a different account profile altogether. When I got to the field to enter the second coupon code I'd been given, I received the message about the coupon code being invalid for a second use.

[mypublisher]

Hello -
I am sorry about the trouble with the coupon codes. Unique codes are single time use - which is what is causing you the problem. I can see the coupon codes you have been given in the system. I can reissue you a third one to hopefully allow this to be successful. If all else fails with the coupons, if you place the order without a coupon, I'd be happy to credit you after the fact. I'll email you offline to give you your code.

Sincerely,
MyPublisher

[jlrph]

Thanks for your suggestion. I have now uploaded my order and am waiting expectantly for the results.

[chrisojeda]

Good luck...their customer service sucks and have been horrible to deal with. Why doesn't a manager get resolved and step up to fix your problem. Clearly their customer service is woefully inadequate.

[mypublisher]

I personally resolved her issue offline over email. All is well.

Sincerely,
MyPublisher