Lulu Support Issue
In March of this year, I noticed a large number of zero-dollar transactions. I know they can occur when a book is loaded to a new device, but there were over 70 in one week. I posted here, the general consenus seemed to be that this was unusual, (which I thought as well), and I submitted a trouble ticket to Lulu.
What followed was surprising. I chatted with Kate over email, who seemed interested in helping and also hadn't seen that high of a zero-transaction tally. The issue dragged on for months, with periodic messages to Kate and replies that mostly consisted of advising me that Apple (they were all iBookstore transactions), weren't getting back to them. The issue was going to be escalated, and still I had no resolution.
The issue is STILL unresolved but what is more, Lulu has stopped responding to my requests for an update on the situation. I submitted three emails over about 8 days and it's been weeks later, (Kate usually got back to me within 48 hours previously), and I have heard NOTHING. This may be no big deal to Lulu, but it is potentially hundreds of dollars for me.
What is surprising is that Lulu, one of the more well known self-publishing facilitators, can't get traction with Apple ostensibly, and what is annoying and alarming is that rather than deal with me and try to update me and go to bat, they have started to ignore me, which is unprofessional.
I am REALLY frustrated by this point - it's an open item that stares me in the face when I write, check my sales, etc. I have been with Lulu over 2.5 years and they manage all my sales chains, except for Amazon, and I've sold a decent number of books through them, so it's not as if I am a taker and my efforts haven't contributed in some way to their bottom line. Aside from an expression of frustration with how long things have dragged out, (saying I was a bit annoyed with it), I have otherwise been friendly and tried to be understanding. (I have heard Apple horror stories too).
I've also seen a number of zero Google transactions now, and I know some of the 'newer' venues have different pay schemes, so perhaps they are one that has fractional payouts, but Apple never has, and 70? That is really high!