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Old 08-19-2010, 06:37 AM   #1
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Smashwords customer support

Within the past week or so I contacted Smashwords' customer support 3 times (to report the same issue) via the "Comments/questions/customer support? Click here!" link at the top of their site pages, but received no reply.

Is this typical of their customer support? I don't expect Amazon-style stellar support, but this seems definitely below average.
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Old 08-19-2010, 09:33 AM   #2
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I haven't had exactly stellar results with amazon. If it's a product they warehouse, no problem. But heaven forbid you ever have a problem with one of their subvendors.
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Old 08-19-2010, 12:47 PM   #3
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Quote:
Originally Posted by Lady Fitzgerald View Post
I haven't had exactly stellar results with amazon. If it's a product they warehouse, no problem.
Yes, I did mean their products. But I guess they at least answer queries most of the time.
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Old 09-18-2010, 06:04 PM   #4
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I was contacted by Smashwords founder Mark Coker after commenting on a blog post of his. He said that they did receive my inquiries, but didn't respond because I reported that the formatting issue was minor (I would have appreciated an autoresponse anyway). He also offered to contact the book author and ask him for a corrected version.
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Old 09-18-2010, 06:29 PM   #5
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I reported a bug on their web site earlier this week, and I got a reply very quickly thanking me for the report. Later that day I got another e-mail to let me know that the bug had been fixed.

I don't know if your experience or mine is the more typical, but I was very impressed with the response that I got.
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Old 09-18-2010, 06:41 PM   #6
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I've contacted mark before about his web site when it's had problems and he's responded very quickly. Maybe an auto response when your reporting minor formatting errors is preferable to no response at all.
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Old 09-19-2010, 05:06 PM   #7
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I sent in an email about a month or so ago, asking a question. Never received a response either. Granted, it wasn't anything earth shattering, and perhaps could be read more as a suggestion type question, but still... I got an immediate automated response saying that I would receive a response within 24hours. Turn the automation off if that's not the case, if there's no response forthcoming for all queries.
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Old 09-20-2010, 06:06 AM   #8
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I reported an Author and received a reply from Mark the next day. I replied and he again replied the next day. Very good response.
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Old 09-20-2010, 08:28 AM   #9
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Yup, Mark and team are usually pretty quick off the mark with responses. It's a busy wee place, though. Cheers. Neil
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Old 09-20-2010, 10:46 PM   #10
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Generally, you should be unambiguous about what you want whenever you contact a company's customer service department. Something like, "I would like you to do such and such to rectify this problem", or "Please tell me what you can do to help me with this issue". Stuff like that.
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Old 09-21-2010, 02:56 AM   #11
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Most emails that I see on other sites suggest that they usually do respond, but I don't know for sure.
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