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Post by hulsey on Jun 14, 2020 8:12:35 GMT
Struggling again to log in and when I can, my books which were corrected and showing in distribution are now showing as pending.
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Post by benziger on Jun 28, 2020 6:12:14 GMT
Now that e-mail contact is no more possible, there is perhaps only one way to contact them: Complain to one of these offices.
Try bbb.org first. There you will still get an answer every few days. It's not very nice to complain in public, but when all other communication channels run dry, there's nothing else we can do. |
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Deleted
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Post by Deleted on Jun 28, 2020 8:38:40 GMT
Thank you benziger. I read the (mostly) complaints on the 3 sites you gave and I have to say that I was particularly shocked by the complaints on the BBB site. Huge sums of money were involved and many people were unhappy with the replies from Lulu (at least Lulu was replying to the BBB complaints.) My heart sank as I read the problems people were having with Lulu. How on earth can Lulu survive and why, why, why did they embark on this ridiculous update.
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Post by Deadshot on Jul 7, 2020 8:50:43 GMT
The reviews on Trustpilot are very bad. The French and Italian reviews are rather scathing. There are even threats of legal action from both parties, Lulu and authors.
I have initiated a transfer of my books to another service which will cost me but I'd rather know where I stand than be given some royalties (pretty sure not correct now) just to shut me up.
Lulu Publishing - or Simple Guide On How To Lose Your Customer.
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Post by Deleted on Jul 7, 2020 10:40:37 GMT
The reviews on Trustpilot are very bad. The French and Italian reviews are rather scathing. There are even threats of legal action from both parties, Lulu and authors. I have initiated a transfer of my books to another service which will cost me but I'd rather know where I stand than be given some royalties (pretty sure not correct now) just to shut me up. Lulu Publishing - or Simple Guide On How To Lose Your Customer. In comparison to Trustpilot, we are tame here. Wow, that is fury. |
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tasmanianartistNotLoggedIn
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Post by tasmanianartistNotLoggedIn on Jul 9, 2020 7:17:40 GMT
Wow! Just the feedback here about the three complaints sites makes my hair stand on end ... what a sad outcome. Can Lulu come back from this? I hope so. I have perhaps $5 odd in creator revenues outstanding - a cup of coffee - there is an order of 2 books in my checkout that I cannot delete (the replacement of the large 6x9 misprint detailed in another place - why 2 is beyond me), and it is quite moot now that I've jumped ship. But I feel for those who have and are about to lose a lot of money. Europeans especially are genetically suspicious of 'foreigners' and 'foreign' companies ... that's to say, especially American companies, as the American way of doing business is not always acceptable in a large portion of European minds - more of a 'joke' for some. This Lulu debacle only reinforces that notion. As a European, I've opted to switch to a European outfit, now that the digital age and m.o. has become a part of European business life ... it took a while. Quite an interesting time ...
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Post by JesusNinja on Jul 9, 2020 19:51:26 GMT
BBB and Trust Pilot reviews are killing Lulu. No one will touch them with a ten foot pole. Although things are working on my end finally, there are still complaints. Such as the ability to add About Author text. It didn't transfer. My reviews still not there. Still no revenue reports. I really could care less about past ones and spreadsheets. I'd like to know currently how much I'm owed so I can plan ahead. No employer ever gives a list of your hours and expects you to add it all up, deduct correct percentages, insurance,etc and then tell them what they owe you. Ridiculous. I am still getting support emails after months of waiting and repeating myself. The corrupt files turned out to be a bug in downloading them. Not to potential customers. My books that should have been out months ago, are being put into the que for the first batch sent out. "Whenever that is." That was supposed to start the end of June. Now I hear it's several weeks....The site is missing the nice pie chart that showed what percentage of sales came from where. It was a nice addition. Why take that away?
Also why list everything as Ingram source? What's so hard to tell us what sold where? It would be nice to know that for ads, or strategies. I'm still showing books on websites listed as out of stock or unavailable. Support said what you're seeing is the books you retired. I told them no these are my better selling books that are showing that. Why the heck would I retire them? They make me money. So...waiting on that one now. Overall the site is working for me. But it's very generic. Not nice like the old site. Missing so many nice features and the forum. I said before it happened Lulu would become a faceless site with no personality. And that is what is now is. I truly hope they can dig their way out of this. It's too much trouble for me to move my books. I can't afford that many ISBN's. None really. So patiently waiting and at least support did apologize more than once for all the trouble. Although I think a nice letter from the CEO or owner to each customer would be in order. Instead of sitting at home ignoring us. Let us know you appreciate us and give us reason to stay, right? The CEO sent one once on Facebook. Not good enough. |
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Post by hulsey on Jul 10, 2020 6:25:11 GMT
Things are improving slowly, but my books still showing as distribution pending, even though they are selling on Amazon etc... I published my latest book in April and still not available on Kindle. I've contacted the admins numerous times but no response. I'll wait a little longer and make a decision whether to stay with Lulu. I fear they have marred their reputation and hope they can ride this storm.
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Post by Deadshot on Jul 10, 2020 6:53:06 GMT
My long term worry with Lulu is that it will not rise again fast enough after this momentous mess. It would lose (not all but) too many authors to keep going financially. It gets taken over by a rivalling service and then we would have to start again with a completely new provider.
The lack of clear communication and a clear roadmap on how to go about the coming weeks in light of the catastrophic upgrade suggests to me that they are in melt-down and only the good, experienced employees are the ones keeping it going. It is way too familiar to me. This is not an easy hole to come out of. It doesn't seem like they had a crisis meet-up and laid a path to follow (Cobra like committee).
I may be reading too much into this, but again the lack of communication makes people imagine, speculate and draw their own conclusions. I work with a head of an institution who comes to us in our weekly briefings and starts by saying: This must not be communicated to any outside parties, do not talk about it but we are making the necessary steps to remedy it.' The thing is over 200 employees have no idea what he is talking about. It could be anything and so, the place becomes a hive of 'have you heard?' 'What is it?' 'Is it X and Y found in the stationery cupboard again?' etc.... Terrible approach.
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tasmanianartistNotLoggedIn
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Post by tasmanianartistNotLoggedIn on Jul 14, 2020 1:12:18 GMT
Just a repetitive update, but telling none-the-less: Retired all printing projects probably about 2 weeks ago, or longer, including the one that's still showing in the 'spotlight' ... the needle is stuck in a groove and nothing will budge that one - the 2 copies of the other book that's in the shopping cart is also 'stuck' ... the cart refuses to let go of those two. Not awe-inspiring at all. Sigh ...
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