Smashwords - Two Questions (email & kobo)

[chrisanthropic]

I like smashwords for the most part, but I'm having some issues pop up today so I figured I turn to you all and see if anyone has any answers.

1) My wife's book was approved for Premium status almost a month ago. It's showing up in all all the stores except for the Kobo store and my email to smashwords has gone unanswered. Has anyone else had issues with the Kobo store and Smashwords combo?

2) I created the account for my wife (I help with the admin side of the house) and stupidly used my personal email. I've emailed Smashwords a couple of times to request them to change the account email to a shared one my wife and I use for these sorts of things. Has anyone had any success getting their email changed? I've emailed them multiple times and still had no reply.

Thanks!

[randyflycaster]

I have published books through Smashwords and they eventually appeared in the Kobo store, but it took a long time, six weeks, maybe.

(Kobo may require an ebook ISBN. You can buy one from Smashwords for 10 bucks.)

I'd change your email address in your settings, instead of asking Smashwords to do it. (I forget where emails are stored.) I've always found Mark Coker to be very helpful.

[chrisanthropic]

Thanks, I'll be more patient for the Kobo store.

As for changing my email, it won't let me. The email address is listed but grayed out. Searching the web for how to change it resulted in a headache and a random forum post about sending smashwords an email. I keep sending them but never get a reply.

[Anke Wehner]

I sent a question about the category system in using the little form that pops up when you click the "Comments/questions/customer support? Click here!" link last week, and got an answer within a day...

[Greenkeeper]

If you go into your Distribution Manager it will tell you generally when Smashwords will "ship" an update to any given distributor. Once the store receives it expect a few more weeks before any change is updated.

Kobo is the slowest distributor to update pretty much anything on Smashwords. Last I checked they still had my old book cover that I updated last August even though all the others got the update within a month. They're also the last to update sales every month. I'd be annoyed at all this but for some reason Kobo is my 2nd best place for sales after Amazon, so .

[chrisanthropic]

Thanks, like I said, it's been a few weeks but it sounds like it's normal for Kobo to take a while so I'll give it a bit longer.

[TonyR]

Hi there.

In the Smashwords site updates page, the notice for April 16 says that Kobo's reworking the system for handling Smashwords titles and updates, that Kobo's very backlogged and that delays of a few weeks should be expected.

Since everything takes longer than planned, maybe a little longer than a few weeks. But eventually...

Bests,

--tr

[acampbell]

Originally Posted by chrisanthropic

I like smashwords for the most part, but I'm having some issues pop up today so I figured I turn to you all and see if anyone has any answers.

1) My wife's book was approved for Premium status almost a month ago. It's showing up in all all the stores except for the Kobo store and my email to smashwords has gone unanswered. Has anyone else had issues with the Kobo store and Smashwords combo?

2) I created the account for my wife (I help with the admin side of the house) and stupidly used my personal email. I've emailed Smashwords a couple of times to request them to change the account email to a shared one my wife and I use for these sorts of things. Has anyone had any success getting their email changed? I've emailed them multiple times and still had no reply.

Thanks!

I can never get a reply from Smashwords in spite of repeated emails. I have published 6 books with them and all are selling to various extents but the lack of any response to support questions is a big drawback. Am I alone in this? Do my emails not arrive for some reason? This is frustrating because they are OK otherwise - I have published 6 books with them and all are selling to varying extents.

[altworld]

Originally Posted by acampbell

I can never get a reply from Smashwords in spite of repeated emails. I have published 6 books with them and all are selling to various extents but the lack of any response to support questions is a big drawback. Am I alone in this? Do my emails not arrive for some reason? This is frustrating because they are OK otherwise - I have published 6 books with them and all are selling to varying extents.

I usually get a reply in under 24 hours, and its normally from Mark himself. One of the most amazing things about Smashwords is its openness and willingness to help you. Normally he pops up in Smashwords threads anyway, so expect a message from him soon.
Arigato,
Nick Davis

[acampbell]

Originally Posted by altworld

I usually get a reply in under 24 hours, and its normally from Mark himself. One of the most amazing things about Smashwords is its openness and willingness to help you. Normally he pops up in Smashwords threads anyway, so expect a message from him soon.
Arigato,
Nick Davis

You are lucky, is all that I can say. My point precisely is that I never get any response to my emails, though I have sent a considerable number in the last couple of months. Either Mark doesn't like me or my emails are not arriving at the other end for some reason, although a message pops up on the page to say they have been sent. Smashwords is good otherwise but this is a huge minus.

[altworld]

Originally Posted by acampbell

You are lucky, is all that I can say. My point precisely is that I never get any response to my emails, though I have sent a considerable number in the last couple of months. Either Mark doesn't like me or my emails are not arriving at the other end for some reason, although a message pops up on the page to say they have been sent. Smashwords is good otherwise but this is a huge minus.

More likely they are not receiving the email try this one

mc (at) smashwords.com

Arigato,
Nick Davis

PS - Kobo takes an age to update.

[old goat]

Originally Posted by acampbell

You are lucky, is all that I can say. My point precisely is that I never get any response to my emails, though I have sent a considerable number in the last couple of months. Either Mark doesn't like me or my emails are not arriving at the other end for some reason, although a message pops up on the page to say they have been sent. Smashwords is good otherwise but this is a huge minus.

The reason why some authors aren't receiving a prompt reply is a concern, but it may be that Smashwords is growing exceedingly fast and the staff is having a hard time handling the volume of support requests.

Some support requests may be for something already explained in the Style guide or elsewhere on the Smashwords site like the FAQ's.

My support requests haven't been acknowledged or answered for weeks and months so far this year. Most were relating to IRS form I need from them.

[acampbell]

Originally Posted by altworld

More likely they are not receiving the email try this one

mc (at) smashwords.com

Arigato,
Nick Davis

PS - Kobo takes an age to update.

Yes, I'm beginning to think this myself. I am trying that address and also posting from a different account in case there is a problem with my usual one.

[Smashwords]

Originally Posted by acampbell

Yes, I'm beginning to think this myself. I am trying that address and also posting from a different account in case there is a problem with my usual one.

AC, I've replied to three of your emails in the last three days. I suspect my responses are going to your spam filter.

Separately, and this is not affecting you since your emails are coming in over the "comment/questions" link, we are aware of a problem where certain inquiries are not making it through that form, and we don't know why yet. Known bug.

It's always best that people contact us over the form because it protects your security and attaches your account information to the email we receive. For those that don't get a response via the form within 48 hours (not counting weekends), write me direct. I make myself very accessible to all. Of course folks, please check the FAQ at https://www.smashwords.com/about/supportfaq first because 80% of the questions we receive are answered there.

[acampbell]

Originally Posted by Smashwords

AC, I've replied to three of your emails in the last three days. I suspect my responses are going to your spam filter.

Separately, and this is not affecting you since your emails are coming in over the "comment/questions" link, we are aware of a problem where certain inquiries are not making it through that form, and we don't know why yet. Known bug.

It's always best that people contact us over the form because it protects your security and attaches your account information to the email we receive. For those that don't get a response via the form within 48 hours (not counting weekends), write me direct. I make myself very accessible to all. Of course folks, please check the FAQ at https://www.smashwords.com/about/supportfaq first because 80% of the questions we receive are answered there.

Thanks for replying here, Mark. But I haven't received any of your email replies, and no, they didn't go to spam. I've been checking this more than daily and definitely nothing has appeared there. I am emailing you some alternative email addresses and I should be very grateful if you could copy to me at those.