Service not delivered and no response to emails. Is this normal?
I ordered the epub conversion service from Lulu a few weeks ago, got the questionnaire through, sent it back within an hour and uploaded my files as directed. I received a reply from someone thanking me for the questionnaire and saying they'll get right on it. That's the last I've heard of it.
I've replied to the email a week or so later to ask if everything was in order (as my book is a guide book with lots of fiddly text, so I can appreciate it may take longer to convert) - no answer. Sent a message through the general support system to ask if it's being taken care of - no answer. Last night I tried to post on here and the system was redirecting me back to the homepage when I tried to post, so I tweeted at them and emailed again. Still no answer. Is this normal? Has this happened to anyone else on here? I have to say it's very disappointing. I'm doing this so I can submit the book to iBooks, which is essential for a related app project I have I was hoping to have out before the end of the year. With the quoted lead time, I think I've left plenty of time and at no point was I contacted and told to expect a delay.
I hate to be a naggy customer, but on the other hand I paid for a service with a quoted lead time and it's not been delivered without an explanation, not even an email or a post about holiday lead times, special requirements because of the contents or anything else.
Does anyone know if there's a phone number I can call to get anyone to actually give me an answer?