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Customer service

PostPosted: Sat Nov 25, 2017 10:11 am
by Oldtimer
I used CreaterSpace to self-publish my family history and ordered 38 copies in early November which arrived in very good time. However, it seems that ink must have got onto some rollers during the assembly process and eight copies had ink smudges on at least nine pages in each book. I reported this to CreateSpace and sent photocopies of a couple of the smudges. These photocopies lost color during the reproduction process and didn't appear much to complain about. I hadn't ordered any spares because of the expense (each book cost me $22.13) so I couldn't afford to 'lose' any copies. I need not have worried. Just over twenty-four hours later I received an e-mail from CreateSpace which apologized for the faulty books and telling me they were sending (completely free of charge) eight more copies by premium shipping which should arrive by Tuesday, the 28th Nov. Thus I will be able to meet my goal of shipping all the books overseas by the end of November.

Now that's what I call customer service. Thank you, CreateSpace.

Re: Customer service

PostPosted: Sat Nov 25, 2017 11:48 am
by wdarcy
Wow, that really is great service! So glad it all worked out for you, Dorothy. And Happy Thanksgiving two days late! :)

--Warren

Re: Customer service

PostPosted: Sat Nov 25, 2017 9:02 pm
by robjvargas
There's a rule I was taught when I was trained in customer service. When a person has a good experience, on average, they tell one person. When they have a bad experience, on average, they tell nine people.

As a result, it warms my heart to see someone "go public" with good experiences.

It's also good to hear that some businesses still put a priority on good service.

Thanks for reporting that, Oldtimer.

Re: Customer service

PostPosted: Mon Nov 27, 2017 12:51 pm
by Oldtimer
Thank you, Warren and Rob. I put my heart and soul into this family history which I am giving away as Christmas presents to cousins in eight other countries. I was crushed when I saw the blemishes and expected to have a hassle getting some of them replaced free of charge. CreaterSpace asked me to return the faulty copies and provided a prepaid label, and I did that today. I have only one fear about doing that. I can't see any reason for CS not shredding or otherwise destroying the faulty copies, but what if they don't? I gave my assurance that only family members would receive copies (several of them confessed to skeletons in their cupboards). In the past I have found copies of my self-published books advertised for sale on Amazon when I haven't even sold one copy! The only sales channel for the family history is through CreateSpace (no Amazon, no Kindle, no B&N etc.). Am I being paranoid?

Re: Customer service

PostPosted: Mon Nov 27, 2017 1:31 pm
by ostarella
I would ask for written verification from Createspace that they have been destroyed. I imagine they wanted the blemished copies back simply to ensure that you weren't getting free replacements and still "used" the blemish copies (ie, weren't getting more copies than you actually paid for).

Re: Customer service

PostPosted: Mon Nov 27, 2017 5:47 pm
by RobTheThird
Oldtimer wrote:
> Thank you, Warren and Rob. I put my heart and soul into this family history
> which I am giving away as Christmas presents to cousins in eight other
> countries. I was crushed when I saw the blemishes and expected to have a
> hassle getting some of them replaced free of charge. CreaterSpace asked me
> to return the faulty copies and provided a prepaid label, and I did that
> today. I have only one fear about doing that. I can't see any reason for CS
> not shredding or otherwise destroying the faulty copies, but what if they
> don't? I gave my assurance that only family members would receive copies
> (several of them confessed to skeletons in their cupboards). In the past I
> have found copies of my self-published books advertised for sale on Amazon
> when I haven't even sold one copy! The only sales channel for the family
> history is through CreateSpace (no Amazon, no Kindle, no B&N etc.). Am
> I being paranoid?
What's that saying? Oh yeah, "Just 'cause I'm paranoid, doesn't mean they aren't out to get me."

Make sure that you've got all those promises in writing. If it isn't in writing, they can claim it wasn't said.

But, given their response so far, odds are they want to use the blemished copies to investigate how it happened. Frankly, I think they're also going to try to determine if it was a printing error, shipping error, or user error. Which makes sense to me.

Re: Customer service

PostPosted: Mon Jan 22, 2018 2:48 pm
by mikeyboy_esq
I too have had great customer service from CS. I once ordered several copies (~75 as I recall) of my book to distribute to reviewers/give-away winners, etc. and they accidentally shipped 3 less than what I paid for. When I called CS to ask about the error, they ended up shipping me 3 more copies and refunding me for all of my shipping cost of the original order (which was quite substantial b/c I paid for expedited shipping!). I expected them to send me the 3 missing books asap, but was totally blown away by the refund of the shipping cost for my original order.