So, I got an email error from a lulu printer yesterday. Said it was probably their problem. Of course you can't actually reply to these things and reach a human (customer support error #1) and no useful information was offered (like what exactly is wrong and can I fix it or make the fix go faster, customer support error #2). I raise a ticket and, six hours later, get told I'm being transferred to someone else but never get acknowledgement from that someone else (#3).
So now my inbox is filling up with potential customers asking me why they can't buy my book (of course this coincides with a spike in interest -- that's just how the universe is wired). What it's not doing is showing any communication from Lulu about the issue. Now, I've already sold and delivered hundreds of books and not changed the version of my project, so there's no change on my end, so this is clearly not my issue, but it is my problem -- affecting my sales.
If at any point I had received a message from someone saying, "I got your ticket and I'm looking into it -- seems like a PROBLEM X with Y and we know how to fix those" I wouldn't be upset. I don't need instant resolution or even constant communication, but I do expect some kind of acknowledgement that a solution is pending. I need to be able to tell my customers and my partners something other than "Lulu is not working" -- an answer that's not good for anyone involved.
As a niggling side-issue, when a print error trips your project offline, it looks like it's still got "General Access" from your dashboard but has "Private Access" if viewed from the "My Projects" tab. This sort of thing further undermines confidence.
CID 7388640
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So, if there is something I can do, tell me. If there is something you know, tell me. If I try to talk to you, acknowledge that you have heard and understood. 90% of customer support is right there.
