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Post by BlueAndGold on Jun 7, 2020 13:21:59 GMT
A little transparency goes a long way toward reducing conjecturing.
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Deleted
Deleted Member
Posts: 0
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Post by Deleted on Jun 8, 2020 8:17:45 GMT
Now I'm getting this when I try and access my projects
you Haven't Started Any Projects
Once you start a project, the details will appear here.
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Post by benziger on Jun 12, 2020 22:10:35 GMT
I opened a support case on 1 June, and another one today, 6 June. Assuming support case numbers increment numerically, if I subtract the June 1 case number from the June 6 case number I get 6,402 cases in roughly 5 days. That's about 1,280 support cases per day. No wonder they can't get back to us. Those poor folks are buried!  Ticket number
| Date | Days | Tickets per day
| Comment
| | 02407066 | 29.2.2020 | 0 |
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| | 02407194 | 29.2.2020 | 0
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| | 02463769 | 22.4.2020
| 54 | 1050 |
| | 02471994 | 29.4.2020 | 7 |
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| | 02472064 | 29.4.2020 | 7 | 1185 |
| | 02497881 | 20.5.2020 | 21 | 1220
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| | 02498158 | 21.5.2020 | 1/2 | 277
| night in the U.S.
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| 1.- 6.6.2020
| 5
| 1289
| (from B&G)
| | 02508686 | 12.6.2020 | 22
| 486 (21.5.-12.6.)
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| | 02508692 | 12.6.2020 | 105 | 968 (29.2.-12.6.)
| 7 tickets in 9 minutes
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The figures show a constantly high number of support cases that are newly opened. On 12.6.2020 on the facebook page was called to open new cases: "Please note that any remaining issues not listed above are on a case-by-case basis. If you are still experiencing any problems, please report that issue through our email case submission form at this link: help.lulu.com/s/contactsupport." So the case numbers will remain high. At least the hope remains that the cases will now really be treated and not just closed. |
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paul
Junior Reader
Posts: 21
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Post by paul on Jun 22, 2020 12:25:50 GMT
On the whole, the vast majority of our users did not experience any issues with file migration or project status. Anything that was system wide was (like the sign in problem) is fixed. So if you still see things that are weird, please please please submit a support ticket.
I suspect that "on the whole, the vast majority of" users are just not accessing the site yet. But many of us certainly are.
I opened a support case on 1 June, and another one today, 6 June. Assuming support case numbers increment numerically, if I subtract the June 1 case number from the June 6 case number I get 6,402 cases in roughly 5 days.
That's about 1,280 support cases per day. No wonder they can't get back to us. Those poor folks are buried! That's not how the case numbers tabulate. From what I understand there are a LOT of support cases, but it's not nearly 1280 per day. The reason the team is buried is because we have a ton of users, so when an issue impacts even 5% of them, that's still a lot of people. Add to that some of these users are submitting multiple cases per day about the same issue that our team has to sort through, correctly relate to the original issue, and be sure to actually respond too, and yeah, we're behind. Likewise, your suspicious is inaccurate. I look at user data daily; everyone at Lulu is scrutinizing this data on a near constant basis. When I say 'the vast majority' I'm not just pulling numbers out of the air. We really are seeing most of our user base using the site just fine. I understand the frustration and believe me, we're frustrated this roll out wasn't perfect. But it's not as bad as some out there are making it out to be. |
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paul
Junior Reader
Posts: 21
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Post by paul on Jun 22, 2020 12:32:20 GMT
Sign in problem fixed? No, Paul, I don't think so. I must have changed password well over one hundred times and still I'm asked to do so. Tired of having to go through this routine three times per day. Yes, I've submitted several tickets but no joy. The systemic problem based on merging old accounts into a new system is fixed. If you're having to make a new password to log in every time, there's obviously something going on specific to your account. This should be solvable through our support team (which I know sucks because they're backed up). |
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Post by adrianallan on Jun 22, 2020 17:34:59 GMT
"we're frustrated this roll out wasn't perfect."
Surely the understatement of the century so far.
"But it's not as bad as some out there are making it out to be."
Yes it is; it's been an unmitigated disaster.
The hiding/non-reporting of sales is surely borderline a breach of contract and truly making people furious.
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Post by BlueAndGold on Jun 23, 2020 0:04:01 GMT
Thank you for the communication, Paul. I'm truly glad that the support case numbers are smaller than the assumption made, and I'm also very glad that the "vast majority" of users are merrily skipping along with no problems.
But the experiences of roughly 96% of the real-world user population who have joined the conversation on this User's forum seem to have resulted in abject dismay and shock and awe at the extent of this Epic Failure (from our non-majority perspectives).
(Sorry - the last two months of watching this train wreck have jaded me a little. I'll be better, by and by.)
Truly, we will all be very relieved when we re-join the ranks of the Vast Majority. At this point though, many of us waver between apathy and fury.
Sheesh!
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Post by jptanabe on Jun 23, 2020 16:15:33 GMT
Yes, "unmitigated disaster" is closer than "the roll out wasn't perfect." "Train wreck" is also close. Actually, words fail to describe it adequately.
Support tickets? Yes, yes, I submitted several - about different problems that popped up each time I went to the site. Then Lulu requested we not send so many support tickets, since they already knew about the issues and were working to fix them. Then they want us to use their special form. Only if you have a different issue we should send a support ticket. Lulu "flattened the curve" for support tickets!
And, yes, I will be so happy to re-join that "Vast Majority" who are able to use the site. However, it will probably be too late as I am expecting to take my publishing activities elsewhere. And I suspect there in another "vast majority" of loyal users who are planning to do the same, if they haven't already done so.
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Post by JesusNinja on Jun 26, 2020 1:15:53 GMT
Replying to Paul's message. I still have many corrupt files. I've tried downloading ebooks and opening them. Adobe digital says files cannot be opened. And the cover image "png" will not open in any of my graphic programs including Photoshop. It seems most of my ebook files will not open. Although some of the paperback files using pdf's did open. So does this mean that if someone buys one of my books off Lulu's site, will it be corrupt for them also? And why would someone retire a book I had selected to go into distribution? It's been probably six weeks now I asked them to unretire it and put it back up for sale. No change.
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Post by angiet on Jun 26, 2020 10:31:46 GMT
I am new to this forum, can anyone help me? I have a book that was published with Lulu probably 16 months ago. In April I tried to go on and change the price, but realised there were problems with software. I could not change the price and I could not contact anyone. After some time I managed to send a message after getting some information on Facebook. However, they are not answering my questions and just keep saying they are busy. I have now gone back onto my account and it is saying I have no projects - my book has disappeared although they appear to be still selling it. There is absolutely nothing in my account. I want to remove my work from this company, but I cannot get hold of anyone and it is so frustrating. I would love to know if anyone is having the same problems??
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Deleted
Deleted Member
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Post by Deleted on Jun 26, 2020 10:42:14 GMT
I am new to this forum, can anyone help me? I have a book that was published with Lulu probably 16 months ago. In April I tried to go on and change the price, but realised there were problems with software. I could not change the price and I could not contact anyone. After some time I managed to send a message after getting some information on Facebook. However, they are not answering my questions and just keep saying they are busy. I have now gone back onto my account and it is saying I have no projects - my book has disappeared although they appear to be still selling it. There is absolutely nothing in my account. I want to remove my work from this company, but I cannot get hold of anyone and it is so frustrating. I would love to know if anyone is having the same problems?? Everyone is having the same problems. There is no way to Retire a project and Lulu Support is overwhelmed with tickets. All you can do is wait, and in the meantime create a backup version, either in hardcover (at Ingram Spark) or a different size (at KDP Print). That way you won't be so worried about that one book floating around somewhere. Eventually Lulu will work things out but it might be a long wait. |
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Deleted
Deleted Member
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Post by Deleted on Jun 26, 2020 12:24:13 GMT
I am new to this forum, can anyone help me? I have a book that was published with Lulu probably 16 months ago. In April I tried to go on and change the price, but realised there were problems with software. I could not change the price and I could not contact anyone. After some time I managed to send a message after getting some information on Facebook. However, they are not answering my questions and just keep saying they are busy. I have now gone back onto my account and it is saying I have no projects - my book has disappeared although they appear to be still selling it. There is absolutely nothing in my account. I want to remove my work from this company, but I cannot get hold of anyone and it is so frustrating. I would love to know if anyone is having the same problems?? We are all in the same boat and have been supporting each other since the disastrous update. There have been so many problems caused to us by this, to my mind, unecessary update. Lulu worked so well and I was very pleased with the many books i made. The printers here in England were superb. I tried to make a book in Lulu then decided to delete it--- No way to delete or retire, so I started a new project and again because of errors I wanted to delete----no chance! Anyway I now have 6 versions of the same book cluttering up my projects list. In the end I decided to just print the last effort. It certainly isn't up to the standard of my earlier books and the cover was AWFUL----- bring back the old cover maker!!! I also have absolutely no record of books sold or downloaded. I received some money recently from Lulu but have no idea what book or books were sold! I have made several complaints but I always get an automatic response which says that they are hope the information they have given me is enough and only if I reply to them will they respond. Anyway I do "reply" and it just comes back saying "unable to "Sorry, we were unable to deliver your message to the following address.
<existing_ticket@lulu.com>:
Unable to deliver message after multiple retries, giving up." I tried telephoning them and just got a robotic response---I couldn't get a human being. Yes so many of us are having difficulties with this most troublesome of sites. I no longer recommend Lulu to anyone. My problem is that I want a site exactly like the old Lulu but can't find one. BRING BACK THE OLD LULU. |
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Post by benziger on Jun 27, 2020 14:20:59 GMT
only if I reply to them will they respond. Anyway I do "reply" and it just comes back saying "unable to "Sorry, we were unable to deliver your message to the following address.
<existing_ticket@lulu.com>:
Unable to deliver message after multiple retries, giving up." I tried telephoning them and just got a robotic response---I couldn't get a human being. Yes so many of us are having difficulties with this most troublesome of sites. I no longer recommend Lulu to anyone. My problem is that I want a site exactly like the old Lulu but can't find one. BRING BACK THE OLD LULU. If you "reply" with the contact form, copy the ticket number of the original ticket into the text.
On the same page you can chat with them (during office hours).
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Deleted
Deleted Member
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Post by Deleted on Jun 28, 2020 6:04:04 GMT
Thank you benziger. I telephoned Lulu, but haven't tried chatting. It's only 2.00AM in North Carolina at the moment so I'll give it a go later.
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Post by benziger on Jun 28, 2020 11:20:04 GMT
"Sorry, we were unable to deliver your message to the following address.
<existing_ticket@lulu.com>: Unable to deliver message after multiple retries, giving up." If the e-mail server is broken, as described here: lulu.boards.net/post/4564/thread it's not shure, if the contact form still work. If the message is stored in a data base, it may work, but if the form sends them an (internal) e-mail, it won't work and you will even not get a reply as Larika described above. It depends, how the contact form is implemented in their system. We just do not know it. |
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