Problems with Diesel E books - Page 2

link2tdss · 04-17-2008, 11:08 AM

bought a book, no download link, waited for it to become available in the bookshelf, still doesn't work, filled out a ticket and it's not been viewed either. I was just wondering if anyone here knows how to complain about it and to whome?

meg272 · 09-01-2009, 02:17 AM

ok, i downloaded all the updates for adobe reader they told me to download and it still doesn't work. it's coming up with the error "it's not a supported file type or it's damaged", so i selected that specific error on the FAQ section, and it just told me to install what i've already installed. so then i noticed that i could file a "support ticket", but any tab that indicated the existence of a support ticket was nowhere to be found. i can't find anywhere to submit a support ticket, and none of the support options are actually helping me, and i'm just very frustrated at this point, and i don't think i'll ever buy a book online again. i'm beginning to think Diesel ebooks is a scam designed to milk first time buyers.

Diesel eBooks · 09-01-2009, 10:40 AM

Meg,

Sorry to hear about this. From our home page, one can open a ticket via the "Help" tab. In addition, we include a link to our Support section via the download link. That being said, we can always improve. Please communicate any suggestions you have for increasing awareness of our support section. Please let us know the specifics of your issue here.
http://www.diesel-ebooks.com/support...ket_submit&d=1

The overwhelming majority of issues are resolved with me never having to get involved, but I will personally ensure that yours is addressed satisfactorily.

Scott
Diesel eBooks

Quote:

Originally Posted by meg272

ok, i downloaded all the updates for adobe reader they told me to download and it still doesn't work. it's coming up with the error "it's not a supported file type or it's damaged", so i selected that specific error on the FAQ section, and it just told me to install what i've already installed. so then i noticed that i could file a "support ticket", but any tab that indicated the existence of a support ticket was nowhere to be found. i can't find anywhere to submit a support ticket, and none of the support options are actually helping me, and i'm just very frustrated at this point, and i don't think i'll ever buy a book online again. i'm beginning to think Diesel ebooks is a scam designed to milk first time buyers.

koland · 09-01-2009, 10:53 AM

Most likely, you need to install Adobe Digital Editions (ADE), not the Adobe Reader. Try that first, then redownload the book.

I can't help you with the website, but it isn't a scam operation, as it is used by other members here.

slm · 09-01-2009, 12:53 PM

The web site did not make it clear that ADE would be required to reader books when I last ordered a book there. The format was called "adobe" which I also took to mean Adobe reader.
That was the last time for me forever.

frozennorth · 09-01-2009, 01:26 PM

You can easily find the info in Diesel Ebook's Support Center including a link to download ADE. And Adobe Digital Editions is free.

Kostas · 09-01-2009, 02:11 PM

Quote:

Originally Posted by slm

The web site did not make it clear that ADE would be required to reader books when I last ordered a book there. The format was called "adobe" which I also took to mean Adobe reader.
That was the last time for me forever.

Even worse, "Adobe" format is PDF in something like A5 dimension!
Totally useless on a eink device. A waste of money.

sashay · 09-01-2009, 05:54 PM

Meg,

The truly technologically challenged sympathize with you!

It’s very frustrating when you have problems with software. I read on my laptop (e-reader device users don’t mock please) and I can’t count how many times I’ve had to grab one of my kids for technical advice.

Quote:

i'm beginning to think Diesel ebooks is a scam designed to milk first time buyers.

I have to put in a word for Diesel. I buy quite a few books from them, and have never had any problems with their store. It is a legitimate business, and an excellent resource for e-book buys.

reader22 · 09-01-2009, 06:48 PM

I had no trouble buying from them. I changed computers and the evil that is adobe de decided it wasn't going to work before I upgraded. Then it decided I had to redownload 2/3 of the library. Oh boy was that fun. Then I was unable to download books at diesel - one was giving me an error message and the other told me I had download up to the limit. This was two weeks ago, I filled in a support ticket. Saved it. Just went to my account apparently I don't have any support tickets! Joy. Now I have to fill the stupid thing out again. And the wretched bookshelf page takes ages to load. I have a fast dsl connection as well! I might was well give it up as a bad job, that brings to about 5 the number of books I've lost thanks to the piece of crap adobe digital editions.

JSWolf · 09-01-2009, 06:50 PM

Quote:

Originally Posted by meg272

ok, i downloaded all the updates for adobe reader they told me to download and it still doesn't work. it's coming up with the error "it's not a supported file type or it's damaged", so i selected that specific error on the FAQ section, and it just told me to install what i've already installed. so then i noticed that i could file a "support ticket", but any tab that indicated the existence of a support ticket was nowhere to be found. i can't find anywhere to submit a support ticket, and none of the support options are actually helping me, and i'm just very frustrated at this point, and i don't think i'll ever buy a book online again. i'm beginning to think Diesel ebooks is a scam designed to milk first time buyers.

If you have purchased a PDF format file, it will have DRM and you cannot use Adobe Reader to view it. You'll need to have Adobe Digital Editions and Adobe Digital Editions will need to be registered. Adobe Digital Editions is the only program to view DRMed PDF. Adobe Reader no longer supports DRMed PDF.

duskdawns · 09-01-2009, 07:50 PM

Quote:

Originally Posted by JSWolf

If you have purchased a PDF format file, it will have DRM and you cannot use Adobe Reader to view it. You'll need to have Adobe Digital Editions and Adobe Digital Editions will need to be registered. Adobe Digital Editions is the only program to view DRMed PDF. Adobe Reader no longer supports DRMed PDF.

How do you get a PDF file to open on Adobe Digital Editions? There's no password to open the document, but the document properties say the security method is password security. It opens up fine in Adobe Reader 7.0, but it doesn't open or show up at all on ADE.

Quote:

Originally Posted by meg272

i'm just very frustrated at this point, and i don't think i'll ever buy a book online again. i'm beginning to think Diesel ebooks is a scam designed to milk first time buyers.

There's always a bit of a learning curve when switching to ebooks from paper books. BooksOnBoard has reasonably responsive customer service. As for Diesel, I think they have improved compared to the past. Back in 2006 or 2007, I e-mailed Diesel about books that I needed to meet a deadline, and I never heard anything from them at all. Since then, the Diesel website has been overhauled, and I would hope that their customer service has similarly gotten better as well.

arhoden · 01-25-2010, 01:59 AM

I tried to download onto my palm pre and its just not working, can anyone help me? Or give me an email address so i can contact someone for help

Diesel eBooks · 01-26-2010, 10:38 AM

So we can address your issue in a timely manner can you please submit a trouble ticket here:

diesel-ebooks.com/support/index.php?action=ticket_submit&d=1

I will ensure your problem receives attention.

Scott

Lardlass · 01-26-2010, 10:26 PM

OMG, I wish I'd read this old thread before I ordered from Diesel. Nothing's changed. I've tried emailing over and over but no reply. I've not recieved a confirmation email for my order/s nor I have I recieved the gift voucher I bought. Has anyone had any luck with this company recently?

Lardlass · 01-29-2010, 01:59 AM

Hi Scott,

I submitted a trouble ticket a few days ago but now the site says I have no open tickets

Glad to know you are back in action though - please, please, please may I have my gift voucher?

Thanks!

04-17-2008, 11:08 AM	#16
link2tdss Junior Member Posts: 2 Karma: 10 Join Date: Apr 2008 Device: MS Reader	Diesel E books cutomer service sucks bought a book, no download link, waited for it to become available in the bookshelf, still doesn't work, filled out a ticket and it's not been viewed either. I was just wondering if anyone here knows how to complain about it and to whome?

09-01-2009, 06:48 PM	#24
reader22 Enthusiast Posts: 27 Karma: 145086 Join Date: Aug 2009 Device: none	I had no trouble buying from them. I changed computers and the evil that is adobe de decided it wasn't going to work before I upgraded. Then it decided I had to redownload 2/3 of the library. Oh boy was that fun. Then I was unable to download books at diesel - one was giving me an error message and the other told me I had download up to the limit. This was two weeks ago, I filled in a support ticket. Saved it. Just went to my account apparently I don't have any support tickets! Joy. Now I have to fill the stupid thing out again. And the wretched bookshelf page takes ages to load. I have a fast dsl connection as well! I might was well give it up as a bad job, that brings to about 5 the number of books I've lost thanks to the piece of crap adobe digital editions. Last edited by reader22; 09-01-2009 at 06:50 PM.

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09-01-2009, 02:17 AM	#17
meg272 Junior Member Posts: 1 Karma: 10 Join Date: Sep 2009 Device: none	ok, i downloaded all the updates for adobe reader they told me to download and it still doesn't work. it's coming up with the error "it's not a supported file type or it's damaged", so i selected that specific error on the FAQ section, and it just told me to install what i've already installed. so then i noticed that i could file a "support ticket", but any tab that indicated the existence of a support ticket was nowhere to be found. i can't find anywhere to submit a support ticket, and none of the support options are actually helping me, and i'm just very frustrated at this point, and i don't think i'll ever buy a book online again. i'm beginning to think Diesel ebooks is a scam designed to milk first time buyers.

09-01-2009, 10:53 AM	#19
koland Grand Sorcerer Posts: 8,560 Karma: 8033155 Join Date: Aug 2008 Location: TN, USA Device: kindle(all), nook, nookcolor, Sony, Kobo, epic, iphone, iPad, pc	Most likely, you need to install Adobe Digital Editions (ADE), not the Adobe Reader. Try that first, then redownload the book. I can't help you with the website, but it isn't a scam operation, as it is used by other members here.

09-01-2009, 12:53 PM	#20
slm Fool Posts: 468 Karma: 4113712 Join Date: Feb 2003 Device: Kindle: Voyage,PW1,KOA, Kobo: Clara Colour, Nook GLP, Pocketbook verse	The web site did not make it clear that ADE would be required to reader books when I last ordered a book there. The format was called "adobe" which I also took to mean Adobe reader. That was the last time for me forever.

09-01-2009, 01:26 PM	#21
frozennorth Evangelist Posts: 407 Karma: 18772 Join Date: Mar 2009 Location: Alberta, Canada Device: Onyx Boox RIP, Sony PRS-T1, Kobo Libra	You can easily find the info in Diesel Ebook's Support Center including a link to download ADE. And Adobe Digital Editions is free.

01-25-2010, 01:59 AM	#27
arhoden Junior Member Posts: 2 Karma: 10 Join Date: Jan 2010 Device: Diesel	I tried to download onto my palm pre and its just not working, can anyone help me? Or give me an email address so i can contact someone for help

01-26-2010, 10:38 AM	#28
Diesel eBooks Enthusiast Posts: 26 Karma: 10 Join Date: Dec 2004	So we can address your issue in a timely manner can you please submit a trouble ticket here: diesel-ebooks.com/support/index.php?action=ticket_submit&d=1 I will ensure your problem receives attention. Scott

01-26-2010, 10:26 PM	#29
Lardlass Junior Member Posts: 8 Karma: 10 Join Date: Jan 2010 Device: Sony	OMG, I wish I'd read this old thread before I ordered from Diesel. Nothing's changed. I've tried emailing over and over but no reply. I've not recieved a confirmation email for my order/s nor I have I recieved the gift voucher I bought. Has anyone had any luck with this company recently?

01-29-2010, 01:59 AM	#30
Lardlass Junior Member Posts: 8 Karma: 10 Join Date: Jan 2010 Device: Sony	Hi Scott, I submitted a trouble ticket a few days ago but now the site says I have no open tickets Glad to know you are back in action though - please, please, please may I have my gift voucher? Thanks!

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