Is anyone else having support issues with Fictionwise?

BuddyBoy · 01-15-2010, 05:48 AM

The folks at Fictionwise used to be pretty good at dealing with support issues - or at least that was my usual experience. I've had a couple of issues where a book was sold to me in a format they didn't actually have and wouldn't download and they've explained it and refunded my money within 24 hours.

Now I'm getting a weird one where the book that's downloading isn't the title I purchased - I even tried to buy it in two formats and the both downloaded this mystery book - but I've had not luck getting anyone to explain what's going on or process a refund. It's been just shy of a week now - so unlike them. Is it the new post-B&N world?

The title I bought by the way is Emergency by Neil Strauss and it's downloading a title called Navigator of New York - A Novel, by Wayne Johnson.

Mike

ChristopherTD · 01-15-2010, 05:50 AM

In the past when I have problems like this with Fictionwise they always fixed it, not necessarily immediately, but they did repair the link so that I could download the correct book. I would hang on in there for a bit longer!

JSWolf · 01-15-2010, 05:50 AM

Quote:

Originally Posted by BuddyBoy

The folks at Fictionwise used to be pretty good at dealing with support issues - or at least that was my usual experience. I've had a couple of issues where a book was sold to me in a format they didn't actually have and wouldn't download and they've explained it and refunded my money within 24 hours.

Now I'm getting a weird one where the book that's downloading isn't the title I purchased - I even tried to buy it in two formats and the both downloaded this mystery book - but I've had not luck getting anyone to explain what's going on or process a refund. It's been just shy of a week now - so unlike them. Is it the new post-B&N world?

The title I bought by the way is Emergency by Neil Strauss and it's downloading a title called Navigator of New York - A Novel, by Wayne Johnson.

Mike

I had that problem with a book not long ago. I put in a ticket with them for this issue. It took a few days for them to get back to me to tell me it was all sorted. But before they got back to me, I tried downloading the book again and it was the correct one.

BuddyBoy · 01-15-2010, 05:58 AM

Quote:

Originally Posted by JSWolf

I had that problem with a book not long ago. I put in a ticket with them for this issue. It took a few days for them to get back to me to tell me it was all sorted. But before they got back to me, I tried downloading the book again and it was the correct one.

I'll stay hopeful, but I put the ticket in last week and have tried redownloading the book - even going so far as to purchase the title in a whole other format, to no avail. I'm just surprised because pre-B&N takeover, this would have been resolved in a day.

I did take a look at their book description for Emergency and although it's the correct description and cover, it is certainly not the right ISBN for the ebook versions.

Laine · 01-15-2010, 07:21 AM

I had the same problem last year. It took a few days for them to reply. It was not Fictionwise's fault as they were giventhe wrong book. It took some weeks before the right book was available.

pda_junkie · 01-15-2010, 10:10 PM

I've had issues with slow & poor service from them as well. I tried to buy 2 books that were on 100% rebate and got a message that transaction failed because my paypal address didn't match the address FW had on file. The books were not geographically locked so I emailed them.

They got back to me after I sent them 2 reminders and asked me to check with my bank then update the address (a non-reply in my view since I was paying by paypal & both PP address & my address on FW were the same). I told them that and also told them the books I wanted to buy were no longer on 100% rebate due to their slow response and to date, no response or attempt at recovery at all.

I've bought from FW for quite a few years, service used to be extremely fast, professional and friendly. Not any more.

01-15-2010, 05:48 AM	#1
BuddyBoy eBookin' Fool Posts: 310 Karma: 1008360 Join Date: Mar 2005 Location: Vancouver, BC Device: Kindle Paperwhite, KK, iPad (Ex Prs 505, 500, Reb1100-2150, Rocket)	Is anyone else having support issues with Fictionwise? The folks at Fictionwise used to be pretty good at dealing with support issues - or at least that was my usual experience. I've had a couple of issues where a book was sold to me in a format they didn't actually have and wouldn't download and they've explained it and refunded my money within 24 hours. Now I'm getting a weird one where the book that's downloading isn't the title I purchased - I even tried to buy it in two formats and the both downloaded this mystery book - but I've had not luck getting anyone to explain what's going on or process a refund. It's been just shy of a week now - so unlike them. Is it the new post-B&N world? The title I bought by the way is Emergency by Neil Strauss and it's downloading a title called Navigator of New York - A Novel, by Wayne Johnson. Mike

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01-15-2010, 05:50 AM	#2
ChristopherTD Addict Posts: 343 Karma: 1010002 Join Date: Apr 2008 Location: London. UK Device: Marvin Reader on iPad Air (via Calibre)	In the past when I have problems like this with Fictionwise they always fixed it, not necessarily immediately, but they did repair the link so that I could download the correct book. I would hang on in there for a bit longer!

01-15-2010, 07:21 AM	#5
Laine Addict Posts: 341 Karma: 1162396 Join Date: Dec 2007 Location: Cabramatta, Sydney, Australia Device: Aura H2O, Voyage	I had the same problem last year. It took a few days for them to reply. It was not Fictionwise's fault as they were giventhe wrong book. It took some weeks before the right book was available.

01-15-2010, 10:10 PM	#6
pda_junkie Enthusiast Posts: 36 Karma: 10922 Join Date: Oct 2009 Device: Pocketbook 360, Kobo Glo	I've had issues with slow & poor service from them as well. I tried to buy 2 books that were on 100% rebate and got a message that transaction failed because my paypal address didn't match the address FW had on file. The books were not geographically locked so I emailed them. They got back to me after I sent them 2 reminders and asked me to check with my bank then update the address (a non-reply in my view since I was paying by paypal & both PP address & my address on FW were the same). I told them that and also told them the books I wanted to buy were no longer on 100% rebate due to their slow response and to date, no response or attempt at recovery at all. I've bought from FW for quite a few years, service used to be extremely fast, professional and friendly. Not any more.

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