http://rev.dantripp.com/2006/12/20/lulu-sucks.html The Official Blog of The One True Reverend Dan Tripp Fri, 09 Jan 2009 23:05:55 +0000 http://wordpress.org/?v=1.5.2 http://rev.dantripp.com/2006/12/20/lulu-sucks.html#comment-6657 Wed, 02 Apr 2008 16:56:19 +0000 http://rev.dantripp.com/2006/12/20/lulu-sucks.html#comment-6657 I am a graphic designer. I had problems with Lulu too. The print quality varies a lot, from good to not so good. I wasted about 2 hours with their customer services. They try to deny everything. I don't mean to expect top quality, but they customer services is really slow and trying so hard to deny everything. I doubt I will use their services again. I am a graphic designer. I had problems with Lulu too. The print quality varies a lot, from good to not so good. I wasted about 2 hours with their customer services. They try to deny everything. I don’t mean to expect top quality, but they customer services is really slow and trying so hard to deny everything. I doubt I will use their services again.

]]> http://rev.dantripp.com/2006/12/20/lulu-sucks.html#comment-4761 Wed, 05 Dec 2007 16:18:50 +0000 http://rev.dantripp.com/2006/12/20/lulu-sucks.html#comment-4761 Two weeks ago, I decided to self-publish my book using Lulu's services. I cannot express what a nightmare this turned out to be. During the book set up process, they state that publishing is free. Once the set up is complete, you are lead to a page that tells you that in order to have them submit your book to stores (such as Amazon and Barnes & Noble), you need to buy a publishing package. For $50, you are assigned your own ISBN number and your book will be submitted to these stores. After I paid for this service, I was then lead to a page stating that in order for my book to be approved for sales at these stores, I must pay for a proof copy and check it for errors. So I did. The book arrived and looked fine. Suddenly, a few days ago, I received an email saying "Congratulations! Your ISBN application has been approved. Now you must order proof copy before you can sell your title at Amazon, etc." Naturally, I went to customer service (which is a live instant message forum... no phone number is provided). I first spoke with Rey G and explained that I already bought a proof copy as instructed and it's fine. He told me I needed to revise my book by inserting the new ISBN into the copyright page. HE SAID I DIDN'T HAVE TO PURCHASE another proof as long as I was happy with the first one. So I Did what he told me to. After revising the book, I tried to approve it for distribution... I was instead promted to BUY A PROOF COPY. I went back to customer service and spoke with Mark B, explaining my situation. He told me that I had to purchase another copy. Feeling confused and purposely mislead, I went to BBB online and found the email address associated with "Mo Tinani" at mtinani@lulu.com and was instructed to contact this person first. So I did. After explaining these events, I was told that not only would I have to pay for another proof copy (despite buying one already AND being told by Rey G that I didn't need to), but it gets MUCH worse. I was told "I'm sorry that you have not gotten firm answers to your question. The way our Distribution process works is that everytime you go through a revision of your book, it will ask you to purchase and approve a proof copy. This is for your own benefit, since changes across the distribution channels take weeks and revisions also cost $80. So, it's better to order a proof copy and be safe than have errors down the line." WAIT A MINUTE: WHAT'S THIS ABOUT AN $80 REVISION FEE?! ***Nowhere before, during or in check out, nor through conversations with customer support, was this new fee mentioned to me. I was then told that in order for books to be approved for sales at Amazon and Barnes & Noble. In exact words "The system charges you $80 once you approve your book to make changes. I'm not saying you have to pay. Obviously, you have not approved your book. My point is that it is very important that you have a proof copy in front of you before approving your book because once you approve, it takes time and money to make changes." I was then lead to a link on their site disclosing these "extra" fees. It is important to note that this page is hidden and NOT ATTACHED to set or check out pages. In fact, I, like many others I've spoken with on message boards and websites, also complain of similar incidents. Since day one, I have been mislead by the site's text and customer support. Instead of handling this mess, they kept adding new fees as we went along. Because of this, I simply requested a refund for the $50 I paid to have my book sent to online retailers. They refused. I also know that a few people who filed complaints at BBB online, told me their case was considered resolved even though they did't agree. my wife and I are honest people. Believe me, I wouldn't spend time and energy on this for no good reason. I have been mislead repeatedly by three people and site text. All I ask for is a refund and was denied. I simply requested a refund for $50 which I paid for the ISBN AND submission of my book to online retailers such as Amazon and Barnes & Noble. They don't need to refund the proof copy I purchased, since I received that. Make no mistake: The $50 for the self-publishing package CLEARLY includes book submission, otherwise no one would pay that fee (why would they, since selling your book on Lulu's webite is free... the $50 fee is what gets a book to retailers). They are very clever over there and will undoubtedly pretend that these policies are disclosed to clients. They are not. They show you the policies after you pay them and only after you complain. If I were to open a business online and say "Hey guys. Listen- I'll put send your book to retailers and give you an ISBN number for $50" and after they pay me, send them another two bills for $80 and $14 saying "Oh... you didn't look at the secret- hidden page disclosing these fees, buried in our site. Oh well." That would be unethical. I simply want a refund for the $50. It's MORE than fair, considering the migraine I now have. Two weeks ago, I decided to self-publish my book using Lulu’s services. I cannot express what a nightmare this turned out to be. During the book set up process, they state that publishing is free. Once the set up is complete, you are lead to a page that tells you that in order to have them submit your book to stores (such as Amazon and Barnes & Noble), you need to buy a publishing package. For $50, you are assigned your own ISBN number and your book will be submitted to these stores. After I paid for this service, I was then lead to a page stating that in order for my book to be approved for sales at these stores, I must pay for a proof copy and check it for errors. So I did. The book arrived and looked fine. Suddenly, a few days ago, I received an email saying “Congratulations! Your ISBN application has been approved. Now you must order proof copy before you can sell your title at Amazon, etc.” Naturally, I went to customer service (which is a live instant message forum… no phone number is provided). I first spoke with Rey G and explained that I already bought a proof copy as instructed and it’s fine. He told me I needed to revise my book by inserting the new ISBN into the copyright page. HE SAID I DIDN’T HAVE TO PURCHASE another proof as long as I was happy with the first one. So I Did what he told me to. After revising the book, I tried to approve it for distribution… I was instead promted to BUY A PROOF COPY. I went back to customer service and spoke with Mark B, explaining my situation. He told me that I had to purchase another copy. Feeling confused and purposely mislead, I went to BBB online and found the email address associated with “Mo Tinani” at mtinani@lulu.com and was instructed to contact this person first. So I did. After explaining these events, I was told that not only would I have to pay for another proof copy (despite buying one already AND being told by Rey G that I didn’t need to), but it gets MUCH worse. I was told “I’m sorry that you have not gotten firm answers to your question. The way our Distribution process works is that everytime you go through a revision of your book, it will ask you to purchase and approve a proof copy. This is for your own benefit, since changes across the distribution channels take weeks and revisions also cost $80. So, it’s better to order a proof copy and be safe than have errors down the line.” WAIT A MINUTE: WHAT’S THIS ABOUT AN $80 REVISION FEE?! ***Nowhere before, during or in check out, nor through conversations with customer support, was this new fee mentioned to me. I was then told that in order for books to be approved for sales at Amazon and Barnes & Noble. In exact words “The system charges you $80 once you approve your book to make changes. I’m not saying you have to pay. Obviously, you have not approved your book. My point is that it is very important that you have a proof copy in front of you before approving your book because once you approve, it takes time and money to make changes.” I was then lead to a link on their site disclosing these “extra” fees. It is important to note that this page is hidden and NOT ATTACHED to set or check out pages. In fact, I, like many others I’ve spoken with on message boards and websites, also complain of similar incidents. Since day one, I have been mislead by the site’s text and customer support. Instead of handling this mess, they kept adding new fees as we went along. Because of this, I simply requested a refund for the $50 I paid to have my book sent to online retailers. They refused. I also know that a few people who filed complaints at BBB online, told me their case was considered resolved even though they did’t agree. my wife and I are honest people. Believe me, I wouldn’t spend time and energy on this for no good reason. I have been mislead repeatedly by three people and site text. All I ask for is a refund and was denied. I simply requested a refund for $50 which I paid for the ISBN AND submission of my book to online retailers such as Amazon and Barnes & Noble. They don’t need to refund the proof copy I purchased, since I received that. Make no mistake: The $50 for the self-publishing package CLEARLY includes book submission, otherwise no one would pay that fee (why would they, since selling your book on Lulu’s webite is free… the $50 fee is what gets a book to retailers). They are very clever over there and will undoubtedly pretend that these policies are disclosed to clients. They are not. They show you the policies after you pay them and only after you complain. If I were to open a business online and say “Hey guys. Listen- I’ll put send your book to retailers and give you an ISBN number for $50″ and after they pay me, send them another two bills for $80 and $14 saying “Oh… you didn’t look at the secret- hidden page disclosing these fees, buried in our site. Oh well.” That would be unethical. I simply want a refund for the $50. It’s MORE than fair, considering the migraine I now have.

]]> http://rev.dantripp.com/2006/12/20/lulu-sucks.html#comment-1251 Thu, 01 Feb 2007 08:30:48 +0000 http://rev.dantripp.com/2006/12/20/lulu-sucks.html#comment-1251 Yeah, that must be it... especially since I don't use IE. Yeah, that must be it… especially since I don’t use IE.

]]> http://rev.dantripp.com/2006/12/20/lulu-sucks.html#comment-1250 Thu, 01 Feb 2007 06:54:33 +0000 http://rev.dantripp.com/2006/12/20/lulu-sucks.html#comment-1250 That's stupid. Maybe you just erased your IE history. I don't think their cookies will expire that quickly. That’s stupid. Maybe you just erased your IE history. I don’t think their cookies will expire that quickly.

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