Contacting Fictionwise

Djehuty · 05-04-2009, 02:25 PM

Apologies if I've chosen the wrong forum for this.

Might anyone here know how to contact Fictionwise? I've been sending in requests for customer service for weeks now, with no response. I purchased several magazine subscriptions, and they've started them with the wrong issue (and counted that against my total). I keep trying to contact them, but their support pages are decidedly lacking.

Any suggestions?

Would contacting Barnes & Noble do any good, since they now own Fictionwise?

AnemicOak · 05-04-2009, 02:43 PM

You could try through their Yahoo group, or email Scott (one of the guys B&N bought the company from, who still runs it) scott @ fictionwise.com. It seems they're having a lot of CS problems lately.

JSWolf · 05-04-2009, 02:54 PM

Fictionwise, Inc

346 Main St Ste A, Chatham, NJ 07928-2137

Contact Phone: (973) 701-6770
URL (web address): www.fictionwise.com
Business Category: Electronic Book Retailer in Chatham, NJ
Industry (SIC): Catalog and Mail-Order Houses

susan_cassidy · 05-04-2009, 04:21 PM

I've had good luck going through their Help page, in the Contact Customer Support section: http://www.fictionwise.com/servlet/mw?t=support. I almost always get a prompt answer.

Renaldo · 05-04-2009, 07:00 PM

If they're busy it may take a little while to get a response, but I think the longest I've had to wait is 3 days. The direct email address for their support is support@fictionwise.com if that helps.

Djehuty · 05-04-2009, 09:22 PM

Thank you all! I'll try the support email first, but I'll pester the higher-ups if there's no response. I'd been using the contact form found on their support page, but they seem to be ignoring that. Also, they only have about half a dozen categories, none of which fit this issue. I'm not having a problem with my reader, and I don't want to make a suggestion. They don't have options for actual customer support.

dpierron · 05-05-2009, 05:10 AM

I agree with Susan and Renaldo, they always answered very quickly to email support requests (2-3 business days)

bigblock · 05-05-2009, 07:19 AM

Hi,

trying to contact them could be very annoying.

I bought some books with the "No fooling 50% Micropay rebate" promotion on March 31 but i didn't receive any Micropay rebate. I sent them an email, after 7 days i got a response which i replied. Since April 6 no answer to this reply !

As a first time customer i'm really annoyed about this non existing customer care.

Hope that you will have more success.

Uwe

koland · 05-05-2009, 09:12 AM

I'm still waiting on a reply to my last inquiry (via the web site, so I know it was received). Now at over two weeks. It isn't a large amount, but the principle of the thing - they advertise a 5% early rebate bonus for monday sales and I didn't get it. No reply on why (or even having the bonus just show up in my account would be fine). I'm just glad I didn't try for any of the sales the next week, when even the 100% rebate items were showing no rebates most of Monday and into early Tuesday morning.

All inquiries via the web form about ANY promotion have ALWAYS been answered about one or two days AFTER the promotion ended. I have NEVER received any reply to the direct support email address, even when replying back to one of their responses (that's maybe 4 or 5 times over the last six months or so). I just assume that email address goes directly to a spam folder (or at this point, a fired employee).

Maybe contacting Scott directly is a solution (but no doubt would not remain one for long, if we all started doing that).

DixieGal · 05-05-2009, 10:01 AM

Try the phone number in Jon's post. I know that if I can ever actually make personal contact with a CS person by phone, it always works out better. Or maybe it's just the accent that gets things done?

GeoffC · 05-05-2009, 10:29 AM

i'm still waiting a reply to my queries, they seem to have forgotten customer service since they were absorbed into BN

JSWolf · 05-05-2009, 11:10 AM

If my message went unanswered after 4 business days, I'd call and try to get an answer.

GeoffC · 05-05-2009, 11:10 AM

Quote:

Originally Posted by JSWolf

If my message went unanswered after 4 business days, I'd call and try to get an answer.

you may, i cannot ....

Dr. Drib · 05-09-2009, 10:21 AM

Quote:

Originally Posted by GeoffC

you may, i cannot ....

I don't blame you, as that might be a pretty hefty cost!

Don

05-04-2009, 02:25 PM	#1
Djehuty Connoisseur Posts: 63 Karma: 10 Join Date: Mar 2009 Device: none	Contacting Fictionwise Apologies if I've chosen the wrong forum for this. Might anyone here know how to contact Fictionwise? I've been sending in requests for customer service for weeks now, with no response. I purchased several magazine subscriptions, and they've started them with the wrong issue (and counted that against my total). I keep trying to contact them, but their support pages are decidedly lacking. Any suggestions? Would contacting Barnes & Noble do any good, since they now own Fictionwise?

05-04-2009, 02:43 PM	#2
AnemicOak Bookaholic Posts: 14,391 Karma: 54969924 Join Date: Oct 2007 Location: Minnesota Device: iPad Mini 4, AuraHD, iPhone XR +	You could try through their Yahoo group, or email Scott (one of the guys B&N bought the company from, who still runs it) scott @ fictionwise.com. It seems they're having a lot of CS problems lately. Last edited by AnemicOak; 05-04-2009 at 03:56 PM.

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05-04-2009, 02:54 PM	#3
JSWolf Resident Curmudgeon Posts: 79,275 Karma: 145488788 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Fictionwise, Inc 346 Main St Ste A, Chatham, NJ 07928-2137 Contact Phone: (973) 701-6770 URL (web address): www.fictionwise.com Business Category: Electronic Book Retailer in Chatham, NJ Industry (SIC): Catalog and Mail-Order Houses

05-04-2009, 04:21 PM	#4
susan_cassidy Wizard Posts: 2,251 Karma: 3720310 Join Date: Jan 2009 Location: USA Device: Kindle, iPad (not used much for reading)	I've had good luck going through their Help page, in the Contact Customer Support section: http://www.fictionwise.com/servlet/mw?t=support. I almost always get a prompt answer.

05-04-2009, 07:00 PM	#5
Renaldo Addict Posts: 294 Karma: 250590 Join Date: Feb 2009 Location: The Great Pacific Northwest Device: Kindle 3G + WiFi	If they're busy it may take a little while to get a response, but I think the longest I've had to wait is 3 days. The direct email address for their support is support@fictionwise.com if that helps.

05-04-2009, 09:22 PM	#6
Djehuty Connoisseur Posts: 63 Karma: 10 Join Date: Mar 2009 Device: none	Thank you all! I'll try the support email first, but I'll pester the higher-ups if there's no response. I'd been using the contact form found on their support page, but they seem to be ignoring that. Also, they only have about half a dozen categories, none of which fit this issue. I'm not having a problem with my reader, and I don't want to make a suggestion. They don't have options for actual customer support.

05-05-2009, 05:10 AM	#7
dpierron calibre2opds guru Posts: 533 Karma: 8792 Join Date: Aug 2005 Location: Metz, France Device: iPhone, iPad, PRS-650	I agree with Susan and Renaldo, they always answered very quickly to email support requests (2-3 business days)

05-05-2009, 07:19 AM	#8
bigblock Junior Member Posts: 6 Karma: 10 Join Date: Feb 2009 Device: none	Hi, trying to contact them could be very annoying. I bought some books with the "No fooling 50% Micropay rebate" promotion on March 31 but i didn't receive any Micropay rebate. I sent them an email, after 7 days i got a response which i replied. Since April 6 no answer to this reply ! As a first time customer i'm really annoyed about this non existing customer care. Hope that you will have more success. Uwe

05-05-2009, 09:12 AM	#9
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	I'm still waiting on a reply to my last inquiry (via the web site, so I know it was received). Now at over two weeks. It isn't a large amount, but the principle of the thing - they advertise a 5% early rebate bonus for monday sales and I didn't get it. No reply on why (or even having the bonus just show up in my account would be fine). I'm just glad I didn't try for any of the sales the next week, when even the 100% rebate items were showing no rebates most of Monday and into early Tuesday morning. All inquiries via the web form about ANY promotion have ALWAYS been answered about one or two days AFTER the promotion ended. I have NEVER received any reply to the direct support email address, even when replying back to one of their responses (that's maybe 4 or 5 times over the last six months or so). I just assume that email address goes directly to a spam folder (or at this point, a fired employee). Maybe contacting Scott directly is a solution (but no doubt would not remain one for long, if we all started doing that).

05-05-2009, 10:01 AM	#10
DixieGal Hi There! Posts: 7,473 Karma: 2930523 Join Date: Feb 2008 Location: Ft Lauderdale Device: iPad	Try the phone number in Jon's post. I know that if I can ever actually make personal contact with a CS person by phone, it always works out better. Or maybe it's just the accent that gets things done?

05-05-2009, 10:29 AM	#11
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	i'm still waiting a reply to my queries, they seem to have forgotten customer service since they were absorbed into BN

05-05-2009, 11:10 AM	#12
JSWolf Resident Curmudgeon Posts: 79,275 Karma: 145488788 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	If my message went unanswered after 4 business days, I'd call and try to get an answer.

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