Quote:
Originally Posted by Diesel eBooks
Service is not a part of our business, it is our business and it’s been a key ingredient to our dramatic growth.
While 90% of all download issues are caused by settings on the customers computer, we feel it is our responsiblity to assist in troubleshooting these settings. We’re the only eBook provider with an automated troubleshooter and the only ebook store with a free real-time ebook download simulator for each of our formats. That being said, while the thousands of books each week download without a hitch, we sometimes make mistakes and we try to respond to customers in hours, definitely not days. Email SPAM settings can sometimes give the appearance we are ignoring customers and that is a frustration on both ends. When I’ve been contacted via this form by email or a posting, I’ve ensured a quick resolution.
Due to the global nature of this business and the price points involved, tele-service has not proved to be a viable offering for any of the major players. The Holy Grail would be some type of application that can pull all of the customer’s settings that could adversely effect a download (eg: Reader software version, firewall settings, internet connection, OS environment, Browser settings, etc....) and immediately feedback the problem and solution, but we are not there yet....yet.
To truly understand why we have so many repeat customers; though, you need to try us. Stop by in the next two weeks (before 9/7/07) and we’ll give you a 20% discount off your purchase. This is a serious discount we’re a “low price” provider up front. Just key this code in at checkout:
diesellovesme
L. Scott Redford
President
Diesel eBooks |
Nice words. My ticket from 22.8. is still open (Status: "Not Viewed"), an old one has been - I guess - deleted, and my emails to info@, support@ and your email adress are unanswered.
I ordered ebooks, and during the download process (with Acrobate Reader) I received a timeout (obviously the target server was overwhelmed with work). After some more download-attempts (with timeouts), I have received the diesel-ebook message "We are sorry. This ebook has been downloaded the maximum permitted number of times. Please see our support page for more information". I just tried it again today and I still receive this message.
This is an
open ticket/issue since 5th of August...
more than three weeks ago!
Still waiting for an answer/reaction of
diesel-ebooks....
.