Attention Jeff Bezos: Unsatisfactory & Disappointing Customer Service from Amazon’s Kindle Direct Publishing (KDP)!
The following is the email message I sent to Jeff Bezos jeff@amazon.com and his “elite team.” “Bezos views that email address, jeff@amazon.com, as a way to stay close to customers.”
Dear Mr. Bezos,
I am writing to inform you of a failure in KDP’s customer service. I know that you are engaged with international multi-billions dollar issues and devoting your time to resolve the problem of an individual author and businesswoman with KDP is not a priority for you. However, it is a priority for me and my business, as it is causing my latest book to miss the 2018 holiday sales season.
I have authored my six books; two of which were satisfactorily published with CreateSpace. I chose to publish my sixth with book CreateSpace instead of IngramSpark because of the excellent service I had previously received from CreateSpace I also wanted CreateSpace’s personal service and communication when publishing and selling my business memoir about my parents’ successful laboratory equipment and instrument business.
However, in order to enable retail booksellers, libraries and universities to purchase my new book, No Bunk, Just BS (Business Sense:) 50 Timely and Timeless Truths Business School Cannot Teach You!, which, coincidentally, is a family business memoir about giving excellent customer service, I arranged for Extended Distribution by CreateSpace to Ingram and Baker and Taylor.
I have been advised by the CEO and the book buyer of NewsLink Group, LLC, a company with newsstand, news/gift, news/cafe, sundries concessions and food/beverage concessions at the Miami International, Ft. Lauderdale-Hollywood International, Boston Logan International and John F. Kennedy International Airports, that they could not order my book because it was not in the Ingram Book Catalog. Newslink is the most prolific retail seller of my books. They also informed me that they was greatly disappointed because NewsLink was planning to display my book on its “Feature Book Table” in each of its store for the Holiday season.
Since December 2nd, I have attempted to check on the status of the distribution of my book through Ingram and have been given a run-around by* KDP, CreateSpace’s successor. I think KDP and its customer service representatives need to be accountable for their actions and their promises.*See the chronological sequence of my unsatisfactory and disappointing customer service from Amazon’s Kindle Direct Publishing (KDP) below, in is message.
As a Chicago business woman, I practice Chicago’s famous and successful retailer Marshall Field’s credo: “Give the lady what she wants; the customer is always right!”
I am asking that you initiate action to resolve KDP’s customer service failure.
I find it ironic that I have written this post to make sure the Amazon KDP leadership and team members confirm that Bunk, Just BS (Business Sense): 50 Timely and Timeless Truths Business School Cannot Teach You! is immediately listed in the Ingram Book Catalog.
No Bunk, Just BS (Business Sense): 50 Timely and Timeless Truths Business School Cannot Teach You! is a quintessential book that should be required reading for the leadership and teams at Amazon and KDP to assure excellent customer service and care. Each individual would definitely benefit from the 50 timely and timeless truths!
In closing, I am including two of my father’s prudent quotes from Bunk, Just BS (Business Sense) Chapter #4 – Customer Service and Care Truths #2:
Provide Your Customer with Quality Care, Service, and Products
1. “The Customer is our boss, treat him right!”
2. “Satisfying the customers is our most important job… and yours!”
Thank you for prompt attention to this matter.
Sincerely,
Sheila N. Glazov
www.sheilaglazov.com, sheila@sheilaglazov.com, 847.526.9039
Below is the chronological sequence of my unsatisfactory and disappointing customer service from Amazon’s Kindle Direct Publishing (KDP):
- I am writing this detailed document because on Friday, December 14th, I told the KDP employee Ballaji, that I am a reasonable, understanding, and pleasant person. However, because of the unacceptable and poor customer service I have received, I would write a blog post and post the content of my blog on my social media sites (Business Facebook Page, Personal Page, LinkedIn, Twitter, and Google+) to express my dissatisfaction if he did not contact me my email or a phone call by 4:30pm CST, to tell me about the progress with my book being added to the Ingram Book Catalog through CreateSpace (now KDP) Extended Distribution.
- I gave KDP the opportunity to offer me the excellent and thoughtful customer service, which I had received in the past from CreateSpace and now deserve from KDP!
- Both Ballaji and his colleague Karthik gave me their word on multiple occasions that they would contact me.
- But, DID THEY CONTACT ME! THEY DID NOT KEEP THEIR WORD!
- That lack of truthfulness and follow-through from Karthik and Ballaji is disappointing and upsetting.
- KDP and its customer service representatives need to be accountable for their actions and promises.
- My problem began on October 26th when James L. Knowles, Bookstore Manager, BookLink & Café at NewsLink Group, LLC, let me know that his account at Ingram was not showing No Bunk, Just BS (Business Sense) in the catalog, so he could not order my book. Throughout November James tried to work with Ingram, but they continued to not show my book in their catalog, notwithstanding that it should have been arranged to have been listed by CreateSpace (now KDP), in September when my book was published on CreateSpace.
- Finally, I told James, I would try to help him with CreateSpace. On November 29th, I called CreateSpace and spoke with a customer service representative to tell them that my latest book, No Bunk, Just BS (Business Sense) was not in the Ingram Book Catalog, notwithstanding that I had ordered the Extended Distribution. I was told it would take 24 to 48 hours for that technical error to be fixed. I expected to
be called back by Saturday by December 2nd with a confirmation of the listing, because I was not told that the technical department does not work on the weekends. - On December 2nd, I did not receive a call back, so I went online to log in to CreateSpace. I was surprised to learn, from a banner on the site, that CreateSpace had become Kindle Direct Publishing (KDP). I had not received any forewarning information before I read the message online. I was definitely because I could not call KDP directly, as I had done in the past with CreateSpace.
- on Saturday, December 2nd, I called Author Central, and asked to be connected to KDP. In the past, I was able to call CreateSpace directly and speak with a customer service representative. After a long waiting period, I was told that the technical department did not work on the weekends and to call back on Monday or Tuesday.
- I called back on Tuesday and spoke to Sarah, a customer service representative, and told her my long story about my book not being in Ingram’s book catalog. Sarah told me that my issue had been elevated to the 2nd tier technical department and I should be hearing from them within 24-48 hours. I DID NOT HEAR FROM THE 2ND TIER TECHNICAL DEPARTMENT!
- However, I continued to check on the status of my book, but without success. I was never told what the technical problem was. Each customer service representative only knew it was a technical problem.
- On Wednesday, December 12th I called Author Central and asked to be connected to KDP, again. When the customer service representative answered, I asked to speak with a supervisor. I waited for a supervisor, who told me his name was Karthik. I retold my story to Karthik who gave me his word that he would be sure to help me and call me back by 4:30pm CST.
- I did not hear from Karthik, as he had promised.
- On Friday, December 14th, I called Author Central again and asked to be connected to KDP. When the customer service representative answered, I explained my situation again, and I asked to speak with a supervisor. I told him that I have a customer that owns airport bookstores and newsstands who wants sell No Bunk, Just BS (Business Sense) in his stores, especially to the holiday travelers.
- Ballaji, the customer service representative, told me he could not reach a supervisor, but he would try to connect me to a manager. While I was waiting, he told me that his friend, Karthik, would be helping him. I told Ballaji about my experience with Karthik. Suddenly, I received an email form Karthik, which Ballaji said Karthik had told him he had previously sent to me, but I just received it while Ballaji and I were speaking.
- Then Ballaji told me that my book is caught in the transferring of books from CreateSpace to KDP and that is what is taking so long. Then Ballaji gave me his word that he or Karthik would contact me before 4:30pm CST to give me an update about my book.
- NEITHER BALLAJI NOR KARTHIK CONTACTED ME AS THEY HAD GIVEN THEIR WORD TO DO!
- I have published 2 other books (Purr-fect Pals: A Kid, A Cat & Diabetes and the Teacher’s Activity Guide for Princess Shayna’s Invisible Visible Gift) with CreateSpace and was always treated honestly and received excellent customer service, for which I am most grateful.
- I also created a CreateSpace account for JDRF (Juvenile Diabetes Research Foundation) so they could print almost 7,000 copies of my book, Purr-fect Pals: A Kid, A Cat & Diabetes to put in the Bags of Hope for children who are newly diagnosed with Type 1 Diabetes. The book is about our son Joshua (of blessed memory) who was diagnosed with Type 1 Diabetes when he was 15 years of age in 1985.
- Having No Bunk, Just BS (Business Sense) in the Ingram Book Catalog is required in order for retail book sellers to order No Bunk, Just BS (Business Sense) for their book stores to sell and would create excellent business because KPD will make money, the bookseller will make money, as the author, I will make money, and JDRF will receive a portion of my royalties to find a cure for Type 1 Diabetes!
- NOT having my book, No Bunk, Just BS (Business Sense), in the Ingram Book Catalog is BAD business because KPD DOES NOT make money, the booksellers DO NOT make money, as the author, I DO NOT make money, and JDRF DOES NOT receive a portion of my royalties to find a cure for Type 1 Diabetes!
- Authors should have been informed of Amazon’s decision to transfer CreateSpace to KDP and the transfer of printed books should have been accomplished in a manner that did not prevent, interrupt, or delay the listing of No Bunk, Just BS (Business Sense) in the Ingram Book Catalog, especially before and during the holiday sales season!
Please Spread the Word
Very pointed correspondence, Sheila ! I’m envisioning you getting a personal response from Jeff Bezos.
Dear Dr. Jane, Sorry for the delayed reply. No I did not receive a personal response from Jeff Bezos.
However, my message did get the attention of Jeff Bezos’ KDP Executive Customer Relations department. I was surprised to finally receive a reasonable answer on 12/31. The email let me know that the problem was enrolling my book on Expanded Distribution through the KDP platform. I think the glitch was their poor decision and planning to change their technical platform or program from CreateSpace to Kindle Direct Publishing right before the holidays. I think they also eliminated many of the CreatsSpace employees who always offered me superb customer service and care. Thabnk you for you comment and concern.
I hope bezos reads you well written and well documented letter. Keep us informed
Dear Caryn, Sorry for the delayed reply. The message did get the attention of Jeff Bezos’ KDP Executive Customer Relations department. I was surprised to finally receive a reasonable answer on 12/31. The email let me know that the problem was enrolling my book on Expanded Distribution through the KDP platform. I think the glitch was their poor decision and planning to change their technical platform or program from CreateSpace to Kindle Direct Publishing right before the holidays. I think they also eliminated many of the CreatsSpace employees who always offered me superb customer service and care. I will keep you posted. Thank you for your concern.
Sheila — This WILL get his attention. If it doesn’t, the man is out of touch with his business or lives under a rock.
Dear Laurie, Sorry for the delayed reply. The message did get the attention of Jeff Bezos’ KDP Executive Customer Relations department. I was surprised to finally receive a reasonable answer on 12/31. The email let me know that the problem was enrolling my book on Expanded Distribution through the KDP platform. I think the glitch was their poor decision and planning to change their technical platform or program from CreateSpace to Kindle Direct Publishing right before the holidays. I think they also eliminated many of the CreatsSpace employees who always offered me superb customer service and care. Thank you for asking!
I think Jeff Bezos initiated KDP with the best of intentions, but didn’t anticipate how complicated it would be, especially handling authors’ re-edited versions of their books. The support staff needed for the maintenance of KDP proved to be overwhelming and a drain on Amazon’s bottom line, i.e. profit/loss picture. So, he has decided to let KDP die on the vine, or at least not to dedicate any more resources to its maintenance. That is why staff support agents keep passing off complaints to each other and nothing gets resolved. Their intention is that authors will finally give up and desist. How otherwise is Jeff Bezos to pay for his $500,000 yacht, Koru?
I agree that no one knew how successful this process would be. I now use IngramSpark, insead of KDP.