Turn-around time for defective item replacement
Out of curiosity, what are people's experience with having Lulu replace defective items? I recently self-published a print book - the proof came out great! But when I made it available to the public, one person purchased four copies to give as gifts to her friends, and the books came in with a variety of defects. Two were printed with no words inside. One was printed with only the odd-numbered pages having gone through. And the fourth copy came in with only the even-numbered pages printed. She followed the instructions for contacting support on 01/02 and hasn't heard a single thing since then.
I received my ordered 15 copies on Tuesday (01/06) with plans to make them available at an upcoming signing, and all 15 came in with the first half of the books only having the odd-numbered pages printed, and the second half with only the even-numbered pages printed. Since the proof copy I ordered was fine, and all of these books have a variety of defects, it's pretty clearly a printing error.
Anyway, I contacted support on Tuesday and still haven't heard back, and I'm getting a little concerned because of my own time constraints, and on behalf of people buying my book. Obviously there's going to be a bit of a delay, but since I can't find anything giving an average wait time for handling of defective orders, I wanted to ask if anyone had any experience in it before I stress myself out too badly.