What's the best way to complain about errors?

avantman42 · 11-21-2011, 03:56 AM

When I read on my Kindle, I highlight errors as I find them. If it's a self-published book, I send the clippings file to the author once I've finished it. Most authors respond positively, and fix the mistakes (and in at least some cases, find others and fix those, too).

I'm less sure what to do when the book has been published by a traditional publisher. The one time I tried to contact a publisher (to tell them that I wanted a book, but wasn't prepared to pay more for the Kindle edition than the paper edition), I found it really difficult to find the right e-mail address to use.

I recently finished Empire of Ivory by Naomi Novik, and found that it has some really bad mistakes. I'm guessing that they're due to the publisher giving less love to e-book versions, but whatever the reason, I'm really unimpressed, and I'd like to let the author and/or publisher know. So far, I've only really tried to contact the author, since if the mistakes are due to e-books getting less attention, she's probably not aware of the issue, and I'm assuming she will care more than the publisher.

So, how do I contact the author and/or publisher? What's the best way to find contact details for them? The best option I could find for the author was Twitter. I tried tweeting her, but haven't received a response.

Kevin8or · 11-21-2011, 05:21 AM

I looked her up on wikipedia, which has the url to her website, which includes a contact page.

Good luck with the feedback.

edit: I like your idea of using the clipping file.

avantman42 · 11-21-2011, 06:23 AM

Quote:

Originally Posted by Kevin8or

I looked her up on wikipedia, which has the url to her website, which includes a contact page.

I found her website, and her contact page says:

Quote:

The best way to contact Naomi is to pose your questions via Ask Naomi! Also feel free to join her on LiveJournal, Facebook & Twitter!

Unfortunately, the Ask Naomi page has two sample questions, and a promise that "answers for the April questions will be posted here, in this section, in early May!". I figured that was a non-starter, hence the tweet.

Quote:

Originally Posted by Kevin8or

edit: I like your idea of using the clipping file.

It seemed like the easiest way. I like the idea of helping authors fix their mistakes, but I don't want to spend lots of time on it. I find this way is reasonably painless.

Nancy Fulda · 11-21-2011, 08:41 AM

Alas, authors seldom have any influence with their publishers in situations like this. Even if Naomi sends her publisher a list of corrections (which she may be unwilling to do because she would then risk acquiring a reputation as a 'difficult' author), I'm not sure how likely they would be to act on the problem.

My recommendation would be to complain directly to the publisher.

DiapDealer · 11-21-2011, 10:01 AM

I contact the publisher and the author wherever possible. Every imprint that I know of has a "Contact Us" link on their web page. If the author has an online presence, I CC them so they can get involved if they so choose. But definitely the publisher, at least. They're ultimately responsible.

I only notify anyone if the errors truly affected my reading experience, though.

patrickt · 11-21-2011, 10:05 AM

I have written publishers and have yet to get a response beyond a whining message about how tough their job is.

I have put some publishers on my untrustworthy list and won't buy a book from them unless I've read the sample and found it to be acceptable.

DiapDealer · 11-21-2011, 10:26 AM

Quote:

I have written publishers and have yet to get a response beyond a whining message about how tough their job is.

I don't notify them with the expectation of getting a response. Me getting some attention isn't the point. The ebook needs the attention.

pidgeon92 · 11-21-2011, 10:56 AM

If it is a book you purchased from Amazon, do let Amazon know about the errors. They will often make the ebook unavailable and make the publisher fix the errors when they get reports of badly formatted/OCRd books.

avantman42 · 11-21-2011, 07:36 PM

Thanks for the replies and suggestions. I've e-mailed the publisher (HarperCollins) and Amazon.

Quote:

Originally Posted by DiapDealer

I only notify anyone if the errors truly affected my reading experience, though.

I probably wouldn't bother if there weren't so many. This is the worst one:

Quote:

and I hope you will permit me to suggest, Wilberforcewritten had

Quote:

Originally Posted by DiapDealer

I don't notify them with the expectation of getting a response. Me getting some attention isn't the point. The ebook needs the attention.

My main concern is that the book gets fixed, though it would be nice to know when it gets fixed, so that I can ask Amazon for an updated copy of the file.

DiapDealer · 11-21-2011, 08:13 PM

Quote:

Originally Posted by avantman42

My main concern is that the book gets fixed, though it would be nice to know when it gets fixed, so that I can ask Amazon for an updated copy of the file.

If a new, fixed (revised) version of a purchased book becomes available, Amazon will email you with instructions on how to get the newest version.

pidgeon92 · 11-21-2011, 10:53 PM

Quote:

Originally Posted by DiapDealer

If a new, fixed (revised) version of a purchased book becomes available, Amazon will email you with instructions on how to get the newest version.

This is a definite maybe.

ficbot · 11-21-2011, 11:47 PM

I am wary of complaining to Amazon because I heard that if you complain too many times, they will lock your account. For Kobo purchases, my standard well-oiled routine is to load the book onto the iPad, take screenshots of pages with errors and attach the image files to my Kobo customer service complaint. When I don't attach screenshots, the process takes longer because the usually lazy reps claim they cannot find the errors and ask me for further clarification. I find that when I submit a proper package with everything spelled out very clearly and unequivocally, I get a much swifter response.

I do get a cheerful refund whenever I complain since the errors are clearly not my fault, and I have thoroughly documented them. However, in most cases I would prefer to simply have an error-free book. I am not sure yet who the best person is to get that for me, so I settle for a Kobo refund so at least I myself am not out of pocket for a shoddy book

avantman42 · 11-22-2011, 03:21 AM

Quote:

Originally Posted by ficbot

For Kobo purchases, my standard well-oiled routine is to load the book onto the iPad, take screenshots of pages with errors and attach the image files to my Kobo customer service complaint. When I don't attach screenshots, the process takes longer because the usually lazy reps claim they cannot find the errors and ask me for further clarification. I find that when I submit a proper package with everything spelled out very clearly and unequivocally, I get a much swifter response.

I included the error that I included earlier in the thread - that's the most blatant error, and even the most incompetent editor should have spotted it. I highlighted it while I was reading the book, then copied & pasted it from the clippings file.

Quote:

Originally Posted by ficbot

I do get a cheerful refund whenever I complain since the errors are clearly not my fault, and I have thoroughly documented them. However, in most cases I would prefer to simply have an error-free book. I am not sure yet who the best person is to get that for me, so I settle for a Kobo refund so at least I myself am not out of pocket for a shoddy book

I got a response from Amazon in about 2.5 hours, offering a refund if I wasn't able to use it. I didn't bother with the refund, since I've read the book. I'm not happy about the errors, but accepting the refund would have felt like I was taking the proverbial, since I did read the book.

DiapDealer · 11-22-2011, 08:53 AM

Quote:

Originally Posted by pidgeon92

This is a definite maybe.

What do you mean? People get notified by Amazon all the time when new versions of their purchases are available. If they don't get notified... there's probably no new version available.

Are you suggesting that ebooks are being revised and Amazon's not always notifying people? How could that even be verified?

misling · 11-22-2011, 11:21 AM

In my experience, if the author/publisher/whoever actually UPDATES the book, you always get notified.
If they are clueless, and upload a new copy under a different ASIN, and delete the old copy from Amazon sales lists, you don't. Understandably. Amazon can't tell it's the same book.

11-21-2011, 03:56 AM	#1
avantman42 Wizard Posts: 1,090 Karma: 6058305 Join Date: Sep 2010 Location: UK Device: Kindle Paperwhite	What's the best way to complain about errors? When I read on my Kindle, I highlight errors as I find them. If it's a self-published book, I send the clippings file to the author once I've finished it. Most authors respond positively, and fix the mistakes (and in at least some cases, find others and fix those, too). I'm less sure what to do when the book has been published by a traditional publisher. The one time I tried to contact a publisher (to tell them that I wanted a book, but wasn't prepared to pay more for the Kindle edition than the paper edition), I found it really difficult to find the right e-mail address to use. I recently finished Empire of Ivory by Naomi Novik, and found that it has some really bad mistakes. I'm guessing that they're due to the publisher giving less love to e-book versions, but whatever the reason, I'm really unimpressed, and I'd like to let the author and/or publisher know. So far, I've only really tried to contact the author, since if the mistakes are due to e-books getting less attention, she's probably not aware of the issue, and I'm assuming she will care more than the publisher. So, how do I contact the author and/or publisher? What's the best way to find contact details for them? The best option I could find for the author was Twitter. I tried tweeting her, but haven't received a response.

11-21-2011, 05:21 AM	#2
Kevin8or Guru Posts: 977 Karma: 43409226 Join Date: Sep 2011 Location: Bay Area, CA Device: Kindle 3	I looked her up on wikipedia, which has the url to her website, which includes a contact page. Good luck with the feedback. edit: I like your idea of using the clipping file. Last edited by Kevin8or; 11-21-2011 at 05:24 AM.

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11-21-2011, 08:41 AM	#4
Nancy Fulda I write stories. Posts: 700 Karma: 16437432 Join Date: Jul 2011 Location: Northern Germany Device: kindle	Alas, authors seldom have any influence with their publishers in situations like this. Even if Naomi sends her publisher a list of corrections (which she may be unwilling to do because she would then risk acquiring a reputation as a 'difficult' author), I'm not sure how likely they would be to act on the problem. My recommendation would be to complain directly to the publisher.

11-21-2011, 10:01 AM	#5
DiapDealer Grand Sorcerer Posts: 27,554 Karma: 193191846 Join Date: Jan 2010 Device: Nexus 7, Kindle Fire HD	I contact the publisher and the author wherever possible. Every imprint that I know of has a "Contact Us" link on their web page. If the author has an online presence, I CC them so they can get involved if they so choose. But definitely the publisher, at least. They're ultimately responsible. I only notify anyone if the errors truly affected my reading experience, though.

11-21-2011, 10:05 AM	#6
patrickt Wizard Posts: 1,221 Karma: 8381518 Join Date: Oct 2009 Location: Oaxaca, Mexico Device: Paperwhite 4 X 2	I have written publishers and have yet to get a response beyond a whining message about how tough their job is. I have put some publishers on my untrustworthy list and won't buy a book from them unless I've read the sample and found it to be acceptable.

11-21-2011, 10:56 AM	#8
pidgeon92 Wizard Posts: 3,144 Karma: 8426142 Join Date: Jun 2008 Location: Chicago, IL Device: Kindle PW2, Kindle Voyage, Kindle DXG, Boox M90, Kobo Aura HD	If it is a book you purchased from Amazon, do let Amazon know about the errors. They will often make the ebook unavailable and make the publisher fix the errors when they get reports of badly formatted/OCRd books.

11-21-2011, 11:47 PM	#12
ficbot Wizard Posts: 2,409 Karma: 4132096 Join Date: Sep 2008 Device: Kindle Paperwhite/iOS Kindle App	I am wary of complaining to Amazon because I heard that if you complain too many times, they will lock your account. For Kobo purchases, my standard well-oiled routine is to load the book onto the iPad, take screenshots of pages with errors and attach the image files to my Kobo customer service complaint. When I don't attach screenshots, the process takes longer because the usually lazy reps claim they cannot find the errors and ask me for further clarification. I find that when I submit a proper package with everything spelled out very clearly and unequivocally, I get a much swifter response. I do get a cheerful refund whenever I complain since the errors are clearly not my fault, and I have thoroughly documented them. However, in most cases I would prefer to simply have an error-free book. I am not sure yet who the best person is to get that for me, so I settle for a Kobo refund so at least I myself am not out of pocket for a shoddy book

11-22-2011, 11:21 AM	#15
misling Zealot Posts: 106 Karma: 510000 Join Date: Nov 2010 Device: Kindle	In my experience, if the author/publisher/whoever actually UPDATES the book, you always get notified. If they are clueless, and upload a new copy under a different ASIN, and delete the old copy from Amazon sales lists, you don't. Understandably. Amazon can't tell it's the same book.

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