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Post by richard on May 31, 2020 12:48:37 GMT
For over two weeks now I have been unable to access the Projects Overview page. No human response to any support tickets raised with Lulu for almost a month. Is anyone else having to wait this long for customer support to respond?
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Deleted
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Post by Deleted on May 31, 2020 15:38:08 GMT
Winter mentioned something about clicking on the green question mark. He said the response time is much faster than raising a standard support ticket. He has had resolution on most of his projects.
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Post by richard on May 31, 2020 16:32:04 GMT
Winter mentioned something about clicking on the green question mark. He said the response time is much faster than raising a standard support ticket. He has had resolution on most of his projects. I tried that, but no response for over a week. Also, the boxes you tick on that form do not specifically apply to my problem. They should have put an option there for people locked out of their projects. |
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Post by hulsey on May 31, 2020 18:24:03 GMT
Me too. I'm still unable to access Lulu unless I change password, which I'm tired of doing. I also tried the question mark around five days ago, but no response. I suspect this Corona virus will be eliminated before Lulu is working.
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Deleted
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Post by Deleted on May 31, 2020 23:15:51 GMT
Winter mentioned something about clicking on the green question mark. He said the response time is much faster than raising a standard support ticket. He has had resolution on most of his projects. I tried that, but no response for over a week. Also, the boxes you tick on that form do not specifically apply to my problem. They should have put an option there for people locked out of their projects. Pick any of the options there even if it is incorrect. It appears those forms get more attention. I rarely find the appropriate item to check with any POD. I pick an incorrect one and then address my particular issue when I get a human response.
Does lulu no longer have a Support telephone number? Ingram Spark has one, and if you are willing to wait you get a human on the phone. Lulu absolutely needs to invest in this if they are to stay competitive. The industry is changing.
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Deleted
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Post by Deleted on Jun 1, 2020 3:52:33 GMT
hulsey try to speak to Lulu
Need to Speak to a Support Specialist?
1-844-212-0689 (US)
+1-919-459-5858 (Outside the US)
Lulu support is Available Monday - Friday from 8:00 AM to 5:00 PM Eastern Time
Or Chat with us, Monday - Friday from 9:00 AM to 4:00 PM Eastern Time
I'm going to try today. England is 5 hours ahead of North Carolina where Lulu is located,
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Deleted
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Post by Deleted on Jun 1, 2020 14:17:57 GMT
I phoned Lulu today on 00 1-844-212-0689 (England to North Carolina) and got through, but all I got was a recording of an American lady telling me that they are trying to resolve the log in issues and if I wanted help to contact Lulu on the site!!!!! Sorry hulsey but I wasn't able to resolve anything. All I wanted to know was as I reside in the UK do I need to fill in the tax form. The wizard won't let me progress until I return the completed forms. My understanding was that if you lived outside the USA you didn't need to fill in the tax forms. I never have before.
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Post by benziger on Jun 2, 2020 13:11:08 GMT
I phoned Lulu today on 00 1-844-212-0689 (England to North Carolina) and got through, but all I got was a recording of an American lady telling me that they are trying to resolve the log in issues and if I wanted help to contact Lulu on the site!!!!! Sorry hulsey but I wasn't able to resolve anything. If BlueAndGold is right (see that post: lulu.boards.net/thread/290/morsel-regarding-friday-5-june ), wait just another three days and then you/we can start our remaining tickets again and it seems that then finally the are willing to look after them. |
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paul
Junior Reader
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Post by paul on Jun 2, 2020 18:35:01 GMT
I'm not sure I can say anything about being 'unable to access the Projects Overview' as there are no reported issues on our end relating to that. There are a ton of factors that would need to be examined, so that's way beyond anything I could do.
Hulsey - does your browser save passwords? You may need to update your auto-save options or saved passwords. I can say with confidence that the initial sign in issue is completely resolved. If you're having to reset a password every time to sign in, it sounds likely that the password that's initially entered is incorrect.
We also have live chat available on our support page. You could contact our support folks there and see if they can help troubleshoot the password issue.
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Post by richard on Jun 2, 2020 22:34:24 GMT
Because I am unable to access the Projects Overview section of my account with Lulu (who I have been with since 2008), I am effectively, without explanation, locked out of my account. Once I sign in, I get an "Internal Server Error" message from Lulu, after I click on "My Projects".
I have raised support tickets about this, as well as filling out the blue question mark form, but have had no human response from anyone at Lulu for over two weeks.
There is no Live Chat available on the website, and when I called the company by telephone (from here in the UK), I got an answer message telling me to contact Lulu via their site!
It's terrible customer service all round.
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Post by JesusNinja on Jun 4, 2020 0:10:22 GMT
Because I am unable to access the Projects Overview section of my account with Lulu (who I have been with since 2008), I am effectively, without explanation, locked out of my account. Once I sign in, I get an "Internal Server Error" message from Lulu, after I click on "My Projects". I have raised support tickets about this, as well as filling out the blue question mark form, but have had no human response from anyone at Lulu for over two weeks. There is no Live Chat available on the website, and when I called the company by telephone (from here in the UK), I got an answer message telling me to contact Lulu via their site! It's terrible customer service all round. That's strange, using the blue ? mark form I heard back from someone named Tracy in about 2 days. Again in about one day. But still had some trouble and using that form isn't working as well. I'm trying to get my money back for a bad proof copy but still haven't heard back yet. |
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Post by BlueAndGold on Jun 4, 2020 1:55:12 GMT
Wow! You heard from a human? I all I get is a form email telling me that (paraphrased): "...by the time you get this form email the problem should be cleared up so we are closing the ticket. If the problem is not solved, open another ticket." I think I've received three of these now, two for the same issue. The first issue I never head back about.
Maybe next week...
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Post by Deadshot on Jun 4, 2020 3:34:57 GMT
I don't even get the automatic reply email. However, my author panel is still changing colours like traffic lights. I'd like to know who their web designers are.
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Post by richard on Jun 4, 2020 5:37:51 GMT
I don't even get the automatic reply email. However, my author panel is still changing colours like traffic lights. I'd like to know who their web designers are. Very strange indeed to hear that anyone has had a human response to the blue question mark form. I've only had automated responses to any of the tickets I've raised, the first was over a month ago, or the blue question mark queries I've submitted which have resulted in a deafening silence. |
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Post by hulsey on Jun 4, 2020 13:12:08 GMT
Changed password for about the three hundreth time and losing patience. Resonses from admins are always auto response, even when using question mark facility. Tried unsaving my password on browser. I've actually tried three browsers, but no luck. Still no sign of my new book on Kindle after about six weeks. Reader are enquiring about the book and I'm losing money. No sales data and I'm unable to complete my tax form. Grrr...
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