How can I get someone at Fictionwise to respond? - Page 2

TMPoole · 06-19-2009, 11:57 AM

I've had a couple issues with them. One a couple years ago on a corrupted book that they refunded my purchase on and a recent issue (last 30 days) where a book I purchased wasn't available for download anymore. I was trying to update PID for a new device. Wasn't happy with that resolution, but they were definitely in correspondence with me via email. Usually not more than a 24-36 hour delay in response either.

Don't be afraid to send them a second notice and note that in your subject field. They may be assuming that someone has already addressed your issue.

GeoffC · 06-19-2009, 01:08 PM

FW's standards seem to have slipped a little in recent months....

basschick · 06-19-2009, 06:54 PM

they got back to me within 2 hours, actually. go figure!

btw, i didn't use their online form - i used support (AT) fictionwise (DOT) com

Mitchll · 06-19-2009, 07:08 PM

No one answers their telephone....maybe they are all on line for the new iphone?

I'm resending (forwarding) their automatic replay with my original message. Maybe thrice is good luck.

Mitch

susan_cassidy · 06-19-2009, 11:26 PM

I always use the online form, and they eventually get back to me.

FizzyWater · 06-19-2009, 11:53 PM

If you're really having trouble reaching someone there, Fictionwise has a Yahoo group. They don't welcome complaints on the list, and have actually chided list members for making them there. But Scott Pendergast has posted on the list - if you search for "Steve P." on the list, his direct email address will be visible in the first page of returned results! He also used to post as "mindwise" on the list - that brings up a different email address, too.

koland · 08-26-2009, 11:44 AM

Quote:

Originally Posted by FizzyWater

If you're really having trouble reaching someone there, Fictionwise has a Yahoo group. They don't welcome complaints on the list, and have actually chided list members for making them there. But Scott Pendergast has posted on the list - if you search for "Steve P." on the list, his direct email address will be visible in the first page of returned results! He also used to post as "mindwise" on the list - that brings up a different email address, too.

Could you PT this contact info? Still can't get any response from them (two issues this week) via email or via phone.

zerospinboson · 08-27-2009, 05:41 PM

Quote:

Originally Posted by sassanik

Yeah they have had trouble fixing issues when it comes to books, at least for me. Though I think some of that is a publisher or distrubtor issue, such as the case where the file contained the wrong book.

Was the book you are talking about a Anthology? Those can get listed weirdly.

On of their current errors is Nora Roberts book Black Hills listed in general nonfiction.

Amy

Yes. There have been 3 books so far that were listed using a popular (say, Penguin) cover, while the actual publisher was Xlibris, or something similarly shady. Especially translations seem to be popular for this sort of deception. While I've reported the problem in both cases, and got a refund, they have yet to mark the book entries as containing incorrect information.
(In the case of Taras Bulba, specifically, the "ebook excerpt" and cover are actually from a different translation than the actual book contains, and while the listed publisher says "random house", the actual publisher, as listed inside the book, is Digireads, and the translation is Hogarth's.)
Pretty elaborate deception, but I haven't the faintest if FW or Digireads (or even RH) is to blame. Still, it seems to be a rule of thumb that any 'classic' sold at a list price of under 10$ is a PD translation.

JSWolf · 08-27-2009, 06:10 PM

Quote:

Originally Posted by koland

Could you PT this contact info? Still can't get any response from them (two issues this week) via email or via phone.

Take a look at post #7 in this thread. I did post the phone number for Fictionwise. So instead of joining a dead Yahoo Group, you can give them a call.

AnemicOak · 08-27-2009, 08:52 PM

Quote:

Originally Posted by JSWolf

Take a look at post #7 in this thread. I did post the phone number for Fictionwise. So instead of joining a dead Yahoo Group, you can give them a call.

It may be pretty dead (compared to in the past), but the Pendergrast's still reply to posts made to it.

koland · 08-28-2009, 12:01 AM

I called. You get an automated system that tells you to use the online system and offers to take a message that will be automatically translated to an email and sent to the online system for you. My posts using the online system were also ignored (I don't think they actually get sent to anyone there).

Sending real emails WITHOUT any reference to the support ticket (which probably get automatically re-routed to a fired/quit employee) did finally get a response. And a resolution. All my attempts with problems earlier in the year have been ignored (when I used the online system and sent reply emails to them with the same subject line that referenced the ticket number). There problems with support date to the beginning of the year (pre B&N), but it seems odd that no one can get anything out of them if they use the online system anymore (unless the past employee and automated email theory is correct ... it wouldn't be the first company to forget to fix such a problem).

The group apparently isn't entirely dead - it does have messages each month (and a moderator that approves memberships). I don't know if the email info there works, though, as I finally got my problem fixed before getting further than joining the group.

bxrLvr · 11-12-2009, 08:17 PM

I am also having trouble getting fictionwise to respond to me. Last week I purchased a book that was supposed to be a two in one, but it turned out to only be the first book. a couple days later they took the book down (it shows as no longer for sale if i go to the URL).

I contacted them right after I purchased the book via their ticketing system, but never received any response so emailed them them again a couple days ago after finding this thread (just via the support address w/o any reference to my original support ticket) but still have not received any response.

How long does it normally take for them to respond?

bxrLvr · 11-12-2009, 08:51 PM

nm.. they sent me a response 30 minutes after I posted this..

sassanik · 11-13-2009, 02:37 AM

Proof that they read these forums!

Amy

koland · 11-13-2009, 11:08 AM

I had a problem last week - a book I had downloaded ended up only 6K. I tried to redownload and the new file was called "dummy.prc" and was zero K in size. I emailed, then used the web site, then emailed twice more during the week. The only "response" was that the day after the first email, they removed that format from the sales page for the book. A week later, I tried redownloading (I was trying it every day after the first problem) and it was fixed. Three days later, they finally emailed me (the first response) and said it had been fixed.

Apparently, it is too much trouble for them to send you a note saying "we are looking into it, but don't have a time estimate yet" and they think the auto-responder with the ticket number is all that is needed, regardless of how long it takes to fix the issue.

Assuming they get it fixed at all, of course.

06-19-2009, 11:57 AM	#16
TMPoole Member Posts: 22 Karma: 12 Join Date: Jun 2009 Location: Frostbite Falls, MN Device: Palm TX/Mobipocket,Astak Pocket Pro, Kindle2, K3	They've gotten back to me... I've had a couple issues with them. One a couple years ago on a corrupted book that they refunded my purchase on and a recent issue (last 30 days) where a book I purchased wasn't available for download anymore. I was trying to update PID for a new device. Wasn't happy with that resolution, but they were definitely in correspondence with me via email. Usually not more than a 24-36 hour delay in response either. Don't be afraid to send them a second notice and note that in your subject field. They may be assuming that someone has already addressed your issue.

11-13-2009, 02:37 AM	#29
sassanik Guru Posts: 774 Karma: 1211741 Join Date: May 2008 Location: Oregon Device: EB1150, iPhone, Cool-er Purple, Pocketbook 360, Kindle Fire	hah! Proof that they read these forums! Amy

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06-19-2009, 01:08 PM	#17
GeoffC Chocolate Grasshopper ... Posts: 27,599 Karma: 20821184 Join Date: Mar 2008 Location: Scotland Device: Muse HD , Cybook Gen3 , Pocketbook 302 (Black) , Nexus 10: wife has PW	FW's standards seem to have slipped a little in recent months....

06-19-2009, 06:54 PM	#18
basschick Wizard Posts: 1,096 Karma: 4695691 Join Date: May 2008 Device: Kindle Paperwhite	they got back to me within 2 hours, actually. go figure! btw, i didn't use their online form - i used support (AT) fictionwise (DOT) com

06-19-2009, 07:08 PM	#19
Mitchll Cave Dweller Posts: 220 Karma: 1986 Join Date: Oct 2006 Device: Ipad Sony reader prs-505 prs-900	No one answers their telephone....maybe they are all on line for the new iphone? I'm resending (forwarding) their automatic replay with my original message. Maybe thrice is good luck. Mitch

06-19-2009, 11:26 PM	#20
susan_cassidy Wizard Posts: 2,251 Karma: 3720310 Join Date: Jan 2009 Location: USA Device: Kindle, iPad (not used much for reading)	I always use the online form, and they eventually get back to me.

06-19-2009, 11:53 PM	#21
FizzyWater You kids get off my lawn! Posts: 4,220 Karma: 73492664 Join Date: Aug 2007 Location: Columbus, Ohio Device: Oasis 2 and Libra H2O and half a dozen older models I can't let go of	If you're really having trouble reaching someone there, Fictionwise has a Yahoo group. They don't welcome complaints on the list, and have actually chided list members for making them there. But Scott Pendergast has posted on the list - if you search for "Steve P." on the list, his direct email address will be visible in the first page of returned results! He also used to post as "mindwise" on the list - that brings up a different email address, too.

08-28-2009, 12:01 AM	#26
koland Grand Sorcerer Posts: 8,563 Karma: 8033155 Join Date: Aug 2008 Location: TN, USA Device: kindle(all), nook, nookcolor, Sony, Kobo, epic, iphone, iPad, pc	I called. You get an automated system that tells you to use the online system and offers to take a message that will be automatically translated to an email and sent to the online system for you. My posts using the online system were also ignored (I don't think they actually get sent to anyone there). Sending real emails WITHOUT any reference to the support ticket (which probably get automatically re-routed to a fired/quit employee) did finally get a response. And a resolution. All my attempts with problems earlier in the year have been ignored (when I used the online system and sent reply emails to them with the same subject line that referenced the ticket number). There problems with support date to the beginning of the year (pre B&N), but it seems odd that no one can get anything out of them if they use the online system anymore (unless the past employee and automated email theory is correct ... it wouldn't be the first company to forget to fix such a problem). The group apparently isn't entirely dead - it does have messages each month (and a moderator that approves memberships). I don't know if the email info there works, though, as I finally got my problem fixed before getting further than joining the group.

11-12-2009, 08:17 PM	#27
bxrLvr Connoisseur Posts: 63 Karma: 102 Join Date: Mar 2009 Location: California Device: Kindle 3, iPad	I am also having trouble getting fictionwise to respond to me. Last week I purchased a book that was supposed to be a two in one, but it turned out to only be the first book. a couple days later they took the book down (it shows as no longer for sale if i go to the URL). I contacted them right after I purchased the book via their ticketing system, but never received any response so emailed them them again a couple days ago after finding this thread (just via the support address w/o any reference to my original support ticket) but still have not received any response. How long does it normally take for them to respond?

11-12-2009, 08:51 PM	#28
bxrLvr Connoisseur Posts: 63 Karma: 102 Join Date: Mar 2009 Location: California Device: Kindle 3, iPad	nm.. they sent me a response 30 minutes after I posted this..

11-13-2009, 11:08 AM	#30
koland Grand Sorcerer Posts: 8,563 Karma: 8033155 Join Date: Aug 2008 Location: TN, USA Device: kindle(all), nook, nookcolor, Sony, Kobo, epic, iphone, iPad, pc	I had a problem last week - a book I had downloaded ended up only 6K. I tried to redownload and the new file was called "dummy.prc" and was zero K in size. I emailed, then used the web site, then emailed twice more during the week. The only "response" was that the day after the first email, they removed that format from the sales page for the book. A week later, I tried redownloading (I was trying it every day after the first problem) and it was fixed. Three days later, they finally emailed me (the first response) and said it had been fixed. Apparently, it is too much trouble for them to send you a note saying "we are looking into it, but don't have a time estimate yet" and they think the auto-responder with the ticket number is all that is needed, regardless of how long it takes to fix the issue. Assuming they get it fixed at all, of course.