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Old 05-04-2009, 02:25 PM   #1
Djehuty
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Contacting Fictionwise

Apologies if I've chosen the wrong forum for this.

Might anyone here know how to contact Fictionwise? I've been sending in requests for customer service for weeks now, with no response. I purchased several magazine subscriptions, and they've started them with the wrong issue (and counted that against my total). I keep trying to contact them, but their support pages are decidedly lacking.

Any suggestions?

Would contacting Barnes & Noble do any good, since they now own Fictionwise?
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Old 05-04-2009, 02:43 PM   #2
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You could try through their Yahoo group, or email Scott (one of the guys B&N bought the company from, who still runs it) scott @ fictionwise.com. It seems they're having a lot of CS problems lately.

Last edited by AnemicOak; 05-04-2009 at 03:56 PM.
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Old 05-04-2009, 02:54 PM   #3
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Fictionwise, Inc

346 Main St Ste A, Chatham, NJ 07928-2137

Contact Phone: (973) 701-6770
URL (web address): www.fictionwise.com
Business Category: Electronic Book Retailer in Chatham, NJ
Industry (SIC): Catalog and Mail-Order Houses
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Old 05-04-2009, 04:21 PM   #4
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I've had good luck going through their Help page, in the Contact Customer Support section: http://www.fictionwise.com/servlet/mw?t=support. I almost always get a prompt answer.
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Old 05-04-2009, 07:00 PM   #5
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If they're busy it may take a little while to get a response, but I think the longest I've had to wait is 3 days. The direct email address for their support is support@fictionwise.com if that helps.
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Old 05-04-2009, 09:22 PM   #6
Djehuty
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Thank you all! I'll try the support email first, but I'll pester the higher-ups if there's no response. I'd been using the contact form found on their support page, but they seem to be ignoring that. Also, they only have about half a dozen categories, none of which fit this issue. I'm not having a problem with my reader, and I don't want to make a suggestion. They don't have options for actual customer support.
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Old 05-05-2009, 05:10 AM   #7
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I agree with Susan and Renaldo, they always answered very quickly to email support requests (2-3 business days)
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Old 05-05-2009, 07:19 AM   #8
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Hi,

trying to contact them could be very annoying.

I bought some books with the "No fooling 50% Micropay rebate" promotion on March 31 but i didn't receive any Micropay rebate. I sent them an email, after 7 days i got a response which i replied. Since April 6 no answer to this reply !

As a first time customer i'm really annoyed about this non existing customer care.

Hope that you will have more success.

Uwe
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Old 05-05-2009, 09:12 AM   #9
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I'm still waiting on a reply to my last inquiry (via the web site, so I know it was received). Now at over two weeks. It isn't a large amount, but the principle of the thing - they advertise a 5% early rebate bonus for monday sales and I didn't get it. No reply on why (or even having the bonus just show up in my account would be fine). I'm just glad I didn't try for any of the sales the next week, when even the 100% rebate items were showing no rebates most of Monday and into early Tuesday morning.

All inquiries via the web form about ANY promotion have ALWAYS been answered about one or two days AFTER the promotion ended. I have NEVER received any reply to the direct support email address, even when replying back to one of their responses (that's maybe 4 or 5 times over the last six months or so). I just assume that email address goes directly to a spam folder (or at this point, a fired employee).

Maybe contacting Scott directly is a solution (but no doubt would not remain one for long, if we all started doing that).
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Old 05-05-2009, 10:01 AM   #10
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Try the phone number in Jon's post. I know that if I can ever actually make personal contact with a CS person by phone, it always works out better. Or maybe it's just the accent that gets things done?
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Old 05-05-2009, 10:29 AM   #11
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i'm still waiting a reply to my queries, they seem to have forgotten customer service since they were absorbed into BN
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Old 05-05-2009, 11:10 AM   #12
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If my message went unanswered after 4 business days, I'd call and try to get an answer.
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Old 05-05-2009, 11:10 AM   #13
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Originally Posted by JSWolf View Post
If my message went unanswered after 4 business days, I'd call and try to get an answer.

you may, i cannot ....
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Old 05-09-2009, 10:21 AM   #14
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you may, i cannot ....
I don't blame you, as that might be a pretty hefty cost!


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