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Old 01-15-2010, 06:48 AM   #1
BuddyBoy
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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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Old 01-15-2010, 06:50 AM   #2
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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!
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Old 01-15-2010, 06:50 AM   #3
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Quote:
Originally Posted by BuddyBoy View Post
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.
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Old 01-15-2010, 06:58 AM   #4
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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.
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Old 01-15-2010, 08:21 AM   #5
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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.
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Old 01-15-2010, 11:10 PM   #6
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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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