FictionWise Great Store, Horrible Customer Service

=X= · 04-17-2008, 03:26 PM

Hi All

Has anybody ever tried to contact FictionWise. I like the store, they have a decent selection and their prices are fairly reasonable if you include their sales/rebates/club discount.

However their customer support seems lacking. I cannot find a Phone # to contact them about errors on their account.
Further more they do not respond to emails. I'm nearing 1 week and I still have not gotten a response.

Question is this an isolated instance or have other folks had no luck from hearing from FictionWise

=X=

tribble · 04-17-2008, 03:31 PM

When i had a problem with a downloaded book, i got a response after about 48 hours. I am in a totally different time zone though.

DixieGal · 04-17-2008, 03:50 PM

When my reader burned last week, they were super. Check your "spam" or "junk" folders. My responses from them went there instead of the "inbox."

Nate the great · 04-17-2008, 03:53 PM

Quote:

Originally Posted by =X=

However their customer support seems lacking. I cannot find a Phone # to contact them about errors on their account.
Further more they do not respond to emails. I'm nearing 1 week and I still have not gotten a response.

Question is this an isolated instance or have other folks had no luck from hearing from FictionWise

=X=

I've been ignored as well. There is a problem with their bulk download. Every time I've tried to use it, it misses some of the ebooks that should have been included. I've sent several emails, no response.

Jack B Nimble · 04-17-2008, 04:46 PM

I've had a few instances where it took them too long to fix a problem. In one case, I purchased a book, and the download file was the wrong book, even after several different attempts at downloading. Seems like it should be a simple fix, they claim they had to get the correct file from the publisher (it was a James Patterson best seller, I cannot believe I was the only one with that problem), and it took them more than six weeks to correct it.

On the other hand, they were always responsive when I requested a status. I never emailed them without getting a response by the next day.

Jack

Mikou · 04-17-2008, 06:49 PM

I bought books during the April Fool's sale, but wasn't immediately credited with the promised micropay dollars. I emailed them right away. By the next day, my account had been credited and they emailed me to notify me.

I've also had great experiences (polite, helpful and prompt) contacting Ebookwise about my ebook reader when it was damaged.

Did you use the contact form on the site? If so and that's where the problem was, my only other suggestion is the official yahoo group: http://groups.yahoo.com/group/Fictionwise/

Darqref · 04-17-2008, 11:51 PM

Quote:

Originally Posted by Nate the great

I've been ignored as well. There is a problem with their bulk download. Every time I've tried to use it, it misses some of the ebooks that should have been included. I've sent several emails, no response.

I may have had that problem too, but I got a response (but it was a couple of weeks ago.) They said their bulk download was limited to 100 at a time, and I had about 150 on my shelf at the time.

Try selecting by date or such to break into lumps of less than 100 books.

=X= · 04-18-2008, 02:10 AM

Thank you all for the replies.

I sent them another email today and they did respond today. Not the answer I expected, but I'm sure well work this out.

Updated:
I re-read their email and checked the numbers they where correct. It was the way they handled their rebates and coupons that threw me off. In the end I was given a better deal than I though.

Thanks all and thank you fictionwise

simond · 04-18-2008, 02:24 AM

I have to admit that I've only had good experiences with them, once an eReader book I bought a while ago wasn't available anymore so they replaced I'd with the LIT version with no questions asked

Nate the great · 04-18-2008, 06:19 AM

Quote:

Originally Posted by Darqref

I may have had that problem too, but I got a response (but it was a couple of weeks ago.) They said their bulk download was limited to 100 at a time, and I had about 150 on my shelf at the time.

Try selecting by date or such to break into lumps of less than 100 books.

I was downloading in quantites around 60, so that's not it. But thatnk you for telling me about the limit, I didn't know.

Dr. Drib · 04-24-2008, 07:54 PM

Only recently, within the past month, have I become a customer of Fictionwise.

I'm extremely happy with their service and with their pricing, in addition to their pricing incentives.

Also, it's nice to be able to get most of the Nebula nominees for free.

They've always been very courteous to me and very helpful.

Don

RWood · 04-24-2008, 09:36 PM

I have contacted them only two times. Once they responded the next day and the other time it was within a few hours. Both times to my satisfaction.

Lobolover · 04-25-2008, 06:22 AM

well,I at first couldn't find a "contact" to Amazon either.You sure it's not there?

Dr. Drib · 04-25-2008, 07:47 AM

Quote:

Originally Posted by Lobolover

well,I at first couldn't find a "contact" to Amazon either.You sure it's not there?

Hi Loboblover:

I believe we're talking about Fictionwise and not Amazon - unless I've misunderstood your post?

Don

Lobolover · 04-25-2008, 11:37 AM

yes,I know.But im only using it as an EXAMPLE,though I realise I didn't make it ALL that clear-basicly,I couldn't find said e-mail,telephone,even if I looked for more then two hours.Im saying this may be the case.Also,has the person asking asked an email,which is used for answering?

04-17-2008, 03:26 PM	#1
=X= Wizard Posts: 3,671 Karma: 12205348 Join Date: Mar 2008 Device: Galaxy S, Nook w/CM7	FictionWise Great Store, Horrible Customer Service Hi All Has anybody ever tried to contact FictionWise. I like the store, they have a decent selection and their prices are fairly reasonable if you include their sales/rebates/club discount. However their customer support seems lacking. I cannot find a Phone # to contact them about errors on their account. Further more they do not respond to emails. I'm nearing 1 week and I still have not gotten a response. Question is this an isolated instance or have other folks had no luck from hearing from FictionWise =X=

04-18-2008, 02:10 AM	#8
=X= Wizard Posts: 3,671 Karma: 12205348 Join Date: Mar 2008 Device: Galaxy S, Nook w/CM7	Thank you all for the replies. I sent them another email today and they did respond today. Not the answer I expected, but I'm sure well work this out. Updated: I re-read their email and checked the numbers they where correct. It was the way they handled their rebates and coupons that threw me off. In the end I was given a better deal than I though. Thanks all and thank you fictionwise Last edited by =X=; 04-18-2008 at 02:37 AM.

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04-17-2008, 03:31 PM	#2
tribble iLiad Maniac Posts: 1,382 Karma: 2369 Join Date: Apr 2006 Location: Germany Device: Bookeen Opus (i love that thing) and iPad (what an irony)	When i had a problem with a downloaded book, i got a response after about 48 hours. I am in a totally different time zone though.

04-17-2008, 03:50 PM	#3
DixieGal Hi There! Posts: 7,473 Karma: 2930523 Join Date: Feb 2008 Location: Ft Lauderdale Device: iPad	When my reader burned last week, they were super. Check your "spam" or "junk" folders. My responses from them went there instead of the "inbox."

04-17-2008, 04:46 PM	#5
Jack B Nimble Groupie Posts: 154 Karma: 672 Join Date: Oct 2006 Device: Tapwave Zodiac, eBookwise 1150	I've had a few instances where it took them too long to fix a problem. In one case, I purchased a book, and the download file was the wrong book, even after several different attempts at downloading. Seems like it should be a simple fix, they claim they had to get the correct file from the publisher (it was a James Patterson best seller, I cannot believe I was the only one with that problem), and it took them more than six weeks to correct it. On the other hand, they were always responsive when I requested a status. I never emailed them without getting a response by the next day. Jack

04-17-2008, 06:49 PM	#6
Mikou Zealot Posts: 148 Karma: 5052779 Join Date: May 2007 Location: Long Island, NY Device: Kobo Libra, Amazon Fire 10, Kobo Clara, Kobo Aura One	I bought books during the April Fool's sale, but wasn't immediately credited with the promised micropay dollars. I emailed them right away. By the next day, my account had been credited and they emailed me to notify me. I've also had great experiences (polite, helpful and prompt) contacting Ebookwise about my ebook reader when it was damaged. Did you use the contact form on the site? If so and that's where the problem was, my only other suggestion is the official yahoo group: http://groups.yahoo.com/group/Fictionwise/

04-18-2008, 02:24 AM	#9
simond Fanatic Posts: 532 Karma: 1062755 Join Date: Aug 2005 Location: London, UK Device: Kobo Aura One, iPad, iPhone	I have to admit that I've only had good experiences with them, once an eReader book I bought a while ago wasn't available anymore so they replaced I'd with the LIT version with no questions asked

04-24-2008, 07:54 PM	#11
Dr. Drib Grand Sorcerer Posts: 44,730 Karma: 55645321 Join Date: Jan 2007 Location: Peru Device: Kindle: Oasis 3, Voyage WiFi; Kobo: Libra 2, Aura One	Only recently, within the past month, have I become a customer of Fictionwise. I'm extremely happy with their service and with their pricing, in addition to their pricing incentives. Also, it's nice to be able to get most of the Nebula nominees for free. They've always been very courteous to me and very helpful. Don

04-24-2008, 09:36 PM	#12
RWood Technogeezer Posts: 7,233 Karma: 1601464 Join Date: Nov 2006 Location: Virginia, USA Device: Sony PRS-500	I have contacted them only two times. Once they responded the next day and the other time it was within a few hours. Both times to my satisfaction.

04-25-2008, 06:22 AM	#13
Lobolover Gorosei Posts: 421 Karma: 334 Join Date: Feb 2008 Device: Microsoft Word	well,I at first couldn't find a "contact" to Amazon either.You sure it's not there?

04-25-2008, 11:37 AM	#15
Lobolover Gorosei Posts: 421 Karma: 334 Join Date: Feb 2008 Device: Microsoft Word	yes,I know.But im only using it as an EXAMPLE,though I realise I didn't make it ALL that clear-basicly,I couldn't find said e-mail,telephone,even if I looked for more then two hours.Im saying this may be the case.Also,has the person asking asked an email,which is used for answering?