COMMUNICATION PROBLEMS BETWEEN AUTHOR AND ONLINE BOOK PUBLISHER STAFF

(after writing a long manuscript, who needs the hassles?)

 

To: crescentmoon02@booksurge.com

Sent: Thursday, December 15, 2005 2:38 PM
Subject: advise for next author's cover communications to prevent such client frustration and unnecessary delay towards publication (my book shall surely not make Christmas at this point)
Your last email:

 

Rodney,

 

We understand that you have been uploading new cover images after your title had been formatted. However, upon further review, we realize that the image you are supplying is the exact same image as the one that has already been formatted for your cover.

It is unclear as to why you are submitting a new image.

 


It IS NOT "the exact same image."  All this aggravation and two weeks without any progress could have been adverted if only this had sent me this at the beginning:
 

 

TWO WEEKS WITH STILL  CONFUSION  just on getting the cover approved would have been saved if the initial email back to author read:

 
Rodney,
 
We notice that the title is not totally visible with the background file you supplied to us. Please darken around the title and resubmitted the edited file to us.  Or if you prefer, select another design.  Be sure to keep the file 13x8.5 in size. Please be advised that you cannot change the template already selected (Template 03) without incurring an additional charge of $199.  We anxiously await your response so we can move ahead with your wonderful novel!

 

 
Bookurge.com

 

BOTTOM LINE - LOOK LONG AND HARD AT ONLINE BOOK PUBLISHERS - THEY ARE NOT ALL THE SAME!

QUALITY OF COMMUNICATION IS A FACTOR TO CONSIDER BESIDES PRICE.

 

 

PRIOR: (URGH!!!)

Congratulations! Your book has passed our initial Acquisitions process and has
been sent to formatting.

Please review the process and timeline below according to your submission
type.

If you have more than one title in our system, please log in to our Author
Panel to review the status of each file. For books sent to formatting, there
will be a job status next to the book ID that says "Formatting."


MANUSCRIPT SUBMISSIONS:

The timeline for formatting your manuscript is approximately 10 - 14 business
days from acceptance. Once the formatting work has been completed we will
review your digital proof and notify you via email when it is ready for you to
download.

Please note, any additional work to be performed by our PPG department will
extend these timelines.

In the meantime, check out our marketing tools that will help you sell more
books! An author representative will be glad to walk you through all of our
exciting options. Simply email your sales representative for personal
assistance.

*****

BOOK SUBMISSIONS:

The process to integrate your files into our system takes approximately 10 -
14 business days. After the files are reviewed they are sent to our formatters
to have print files created for use in our US and international facilities.
Within 7 - 10 business days the files are returned and we order an in-house
proof copy (HCP). The printed copy is the last step in our Quality Assurance
process. Your author rep will contact you once your book goes print ready.

Any additional work to be performed by our PPG department will extend these
timelines.

In the meantime, please check out our marketing tools that will help you sell
more books! An author representative will be glad to walk you through all of
our exciting options. Simply email your sales representative for personal
assistance.

Sincerely,

PrePress Department
BookSurge, LLC
prepress@booksurge.com

 

Rodney,

The reason that you cannot see the text is because of the cover art that you
chose to be on your book.  The cover background that you chose through our
website is blue, and therefore the white text would show up.  Also, the
white text was chosen because that is the color of the text on the template
that you chose.  We do not use any other colors than what was either in the
template that you chose, or the background that you chose.  To correct this
problem, you will not need to change the template or the background color.
You would need to enter a correction to change the font color.  Please
carefully consider the color that you would like for your cover text.  If
you do not like it, then there will be a fee to change it.

If you have any further questions or concerns, please contact Carolyn, your
Author Support Associate.  She will be able to help you with anything that
you may need.  Her email address is copied above.

RheAnnon DiPirro
Corrections Department
BookSurge, LLC
An Amazon.com Company
corrections@booksurge.com
----- Original Message -----

To: <corrections@booksurge.com>
Sent: Wednesday, December 07, 2005 2:09 AM
Subject: Fw: Your first digital proof is ready for download -
GPUB04486-00001


> To keep it simple, can I just change the cover template choice and send an
> insert image as needed?
> If YES, then I will go to my author's panel and put in Corrections:
>
> Change Cover to:
> Template cov 02
> background: cb 27
> use this attachment image (formatted to 300dpi and required 5.5"x4.5"
> size)-
> don't know how to upload this new image. Should I request my author's rep
> to
> do it for me?  (Carolyn Johnson)
>
> thanks,
> Rodney Chang, author
>
>
>
> ----- Original Message -----
>
>
> Sent: Tuesday, December 06, 2005 3:51 PM
> Subject: Fw: Your first digital proof is ready for download -
> GPUB04486-00001
>
>
>>
>> ----- Original Message -----
>> From: <corrections@booksurge.com>
>>
>> Sent: Tuesday, December 06, 2005 11:36 AM
>> Subject: Your first digital proof is ready for download - GPUB04486-00001
>>
>>
>> > Dear Author,
>> >
>> >
>> >
>> > We have formatted your title as per your selected templates and the
>> > information you provided in your sign up form and your files. Your
>> > first
>> > digital proof is ready for download. Please read the below information
>> > before you begin reviewing your formatted book. It not only directs you
> to
>> > where you will need to download your files, but also provides important
>> > instructions on the proofing and corrections processes.
>> >
>> >
>> >
>> > In order to read your files, you'll need to have Adobe Acrobat Reader
> 5.0
>> or
>> > higher on your computer, which you can download from the Adobe site for
>> free
>> > at - http://www.adobe.com.
>> >
>> >
>> >
>> > To view your digital files (the formatted copy of your book) and make
> your
>> > Final Approval or enter Corrections, please follow these steps.
>> >
>> >
>> >
>> > 1. Go to our site, www.booksurgepublishing.com, and enter your User
>> > Name
>> and
>> > Password.
>> >
>> >
>> >
>> > 2. In your author panel click on "Books In Process" at the top of the
>> page.
>> >
>> >
>> >
>> > 3. On the next screen, click the "Download Files" link next to your
> title.
>> >
>> >
>> >
>> > 4. If we formatted your cover and your text, you will see 2 PDF files:
>> > BOOKID_formatter.pdf document and the BOOKID_formatter_cover_proof.pdf.
>> (If
>> > we only formatted your cover or your text then only one file will be
>> > available) Right click on each file and choose Save Target As to save
> them
>> > to your desktop.
>> >
>> >
>> >
>> > The files that are downloaded above contain the exact text you sent to
> us.
>> > The files are now formatted as per the template(s) selected.
>> >
>> > a.. Text: The body of your text will begin a few pages into the book,
>> > after any title, contents or dedication pages you have supplied or were
>> > applicable as per the selected template. It will appear, word for word,
>> > exactly as it does in the original file that you uploaded to us, placed
>> > within our book design template to create a highly readable book. As
>> > you
>> go
>> > through the book, please check the text carefully.
>> > b.. Cover: You will also be reviewing your COVER. Keep in mind that all
> of
>> > the information that goes on the cover has been provided by you on your
>> sign
>> > up form with placement dictated by the template that you chose; this
> gives
>> > you a chance to see how your back cover copy will look on the book.
>> > 5. At this time you have a ONE-time only opportunity to make any
>> formatting
>> > corrections. Please review your proof carefully and thoroughly, taking
> as
>> > much time as you need. Any formatting errors not submitted in the FIRST
>> > round of corrections will incur corrections fees. Multiple corrections
>> > submissions, whether they are formatting or editorial, will incur new
> fees
>> > every time a new round of corrections is submitted.
>> >
>> >
>> >
>> > 6. You may print a copy of your files if you like to help in your
> review.
>> > Make note of changes you'd like to have made; then enter them on the
>> > corrections form through your author panel. You will do this by
> following
>> > steps 1-2 and then clicking on the red X entitled Enter Corrections.
>> > Corrections will only be accepted if entered through the database
>> > corrections form. Do not e-mail or phone in corrections. Do not attempt
> to
>> > make corrections to your PDF file.
>> >
>> > a.. You will need to indicate whether each correction is to the Front
>> > Cover, Back Cover, Spine or to a specific Page in the interior file.
>> > b.. You will also need to indicate whether or not each correction is
>> > Formatting or Editorial. These are defined as follows:
>> > a.. Formatting : corrections required because of incorrect or mistaken
>> > formatting on the part of the publisher
>> > a.. If you see words spread across the page in a strange manner
>> > (example: "the smart b r o w n fox), please note this on your
> corrections
>> > form, and we'll adjust the kerning.
>> > b.. Please note all double carriage returns. There should be no extra
>> > spaces between paragraphs unless you indicated it otherwise in your
>> > manuscript to denote section breaks
>> > b.. Editorial corrections: corrections required due to errors made by
>> > the author either in the original manuscript, sign up form or within
>> > previous corrections. These can include but are not limited to
>> misspellings,
>> > additional or missing line spaces caused by hard returns in the
>> manuscript,
>> > etc.
>> > c.. If your correction is to a specific Page, you must include both the
>> > book page number and the PDF page number. The book page number is the
>> number
>> > actually on the formatted page. The PDF page number is the number at
>> > the
>> > bottom of the file window. It will say Page 1 of (total pages). With
>> > the
>> > exception of the first and last pages of the book, there are two book
>> pages
>> > per PDF page, so these differ.
>> > d.. If your correction is to a specific Page, you will also need to
>> > include the paragraph number. Please count FULL paragraphs only. If you
>> are
>> > making a correction to a paragraph that is continued from the previous
>> page,
>> > please indicate that the paragraph number is 0.
>> > e.. If your correction is to a specific Page, you will need to include
> the
>> > line number as well. Please count line numbers from the top of the
>> indicated
>> > paragraph, not from the top or the bottom of the page.
>> > f.. You must include the exact incorrect text including the preceding
> and
>> > following words. It helps to indicate exact text by enclosing the text
> in
>> > quotation marks. If you are describing a correction and not entering
> exact
>> > text, leave out the quotation marks.
>> > We urge you to take your time and give us all of your corrections at
>> > one
>> > time.
>> >
>> >
>> >
>> > 7. When you have entered ALL of your corrections, read the message in
> red
>> > and boxed off at the bottom of the screen and follow the instructions.
> It
>> is
>> > very important that when you are FINISHED entering corrections, you
>> indicate
>> > this by checking the box. If you need assistance with entering your
>> > corrections please contact our customer service department (x 138).
>> >
>> >
>> >
>> > 8. After your corrections have been completed, you will receive another
>> > email alerting you that your updated PDFs are ready for review. You
>> > will
>> > download them as you did before, and will then have the option to
>> > submit
>> > more corrections or approve.
>> >
>> >
>> >
>> > If you find NO corrections, go ahead and Approve your book! Follow
>> > steps
>> 1-2
>> > above and click Approve! At that point your title reenters the workflow
>> for
>> > approximately 7-10 business days while we create the files necessary
>> > for
>> > printing your book in our US and overseas facilities. Then we will
>> > print
>> out
>> > a hard copy proof, and check it against our Quality Control Standards.
>> Once
>> > the book passes QA, we will set the title print ready and order your
>> author
>> > copy.
>> >
>> >
>> > Sincerely,
>> > Correction Department
>> > BookSurge, LLC
>> >
>>

Rodney,

You have uploaded a new cover image to your account. However, the image does not fit the template you have selected currently. This image fits cover template cov02. If you would like to reformat your cover using cover template cov02 and the image you have uploaded, there is a fee of $199 for reformatting. Please contact us for further clarification so we know how to proceed with your book.

 

Thank you,

 

Rodney,

 

You have submitted a full cover. This is not something that we can accept for cov03. Cover template cov03 requires that you submit an image that is exactly 13" wide by 8.5" tall and 300 dpi. This image should not contain text as we will add the text according to the template.

If you wish to submit a full cover, please let us know as we will have to update your account accordingly to reflect the Correct cover template choice. We can then send you the guidelines that you must follow to submit a full cover PDF file. Please advise.

 

Thank you,

 

Dear Rodney,

Thank you for contacting us.  The last attachment that you sent me was
uploaded on to your panel.  If this is not correct, please contact me with
the correct version of your cover.

If there are any more questions, please contact us

 

Rodney,

 

We understand that you have been uploading new cover images after your title had been formatted. However, upon further review, we realize that the image you are supplying is the exact same image as the one that has already been formatted for your cover.

It is unclear as to why you are submitting a new image.

 

Please advise to prevent any further delays in finalizing your book.

 

Thank you,

 

 

How’s My Driving?
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If Yes select this link to respond: crescentmoon01@booksurge.com
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Greetings from Booksurge!

You have reached the desk of Carolyn Johnson.  I will be out of the office
on Thursday Nov. 24th through Monday, Nov. 28th.  I will be returning to the
office on Tuesday, Nov. 29th.

If you need assistance, please contact April Bogdon at Ext. 183 and have a
sfe and Blessed Holiday.

Cordially,
Carolyn

 

Dear Rodney,
 
Thank you for contacing us.  The holiday has started.  There is one opportunity for you to get your book on time.  Please see the expedite options below:  I have included co-worker who will be taking care of my authors while I am on vacation.
 
$299 - half time expedite (5-7 business days)
$699 - quarter time expedite (3-4 business days)
$1000 - 24 hour expedite (24 hours)
 
If there are any more questions, please contact us.

How’s My Driving?

Congratulations! Your book has passed our initial Acquisitions process and has
been sent to formatting.

Please review the process and timeline below according to your submission
type.

If you have more than one title in our system, please log in to our Author
Panel to review the status of each file. For books sent to formatting, there
will be a job status next to the book ID that says "Formatting."


MANUSCRIPT SUBMISSIONS:

The timeline for formatting your manuscript is approximately 10 - 14 business
days from acceptance. Once the formatting work has been completed we will
review your digital proof and notify you via email when it is ready for you to
download.

Please note, any additional work to be performed by our PPG department will
extend these timelines.

In the meantime, check out our marketing tools that will help you sell more
books! An author representative will be glad to walk you through all of our
exciting options. Simply email your sales representative for personal
assistance.

*****

BOOK SUBMISSIONS:

The process to integrate your files into our system takes approximately 10 -
14 business days. After the files are reviewed they are sent to our formatters
to have print files created for use in our US and international facilities.
Within 7 - 10 business days the files are returned and we order an in-house
proof copy (HCP). The printed copy is the last step in our Quality Assurance
process. Your author rep will contact you once your book goes print ready.

Any additional work to be performed by our PPG department will extend these
timelines.

In the meantime, please check out our marketing tools that will help you sell
more books! An author representative will be glad to walk you through all of
our exciting options. Simply email your sales representative for personal
assistance.

Sincerely,

PrePress Department
BookSurge, LLC
prepress@booksurge.com

Rodney,

The reason that you cannot see the text is because of the cover art that you
chose to be on your book.  The cover background that you chose through our
website is blue, and therefore the white text would show up.  Also, the
white text was chosen because that is the color of the text on the template
that you chose
We do not use any other colors than what was either in the
template that you chose, or the background that you chose.  To correct this
problem, you will not need to change the template or the background color.
You would need to enter a correction to change the font color.  Please
carefully consider
the color that you would like for your cover text.  If
you do not like it, then there will be a fee to change it.

 

UGH?????

THE SITE DOES NOT SPELL OUT THAT TEMPLATE SAMPLE ONLY COMES IN WHITE COLOR AND THE FONT WILL BE POSITION EXACTLY AS SAMPLE; NO CUT AND PASTING TO A DIFFERENT LOCATION TO ACCOMODATE UPLOADED AUTHOR'S PROVIDED DESIGN. THIS INADEQUATE EXPLANATION DURING THE ONLINE PROCESS OF SELECTING A TEMPLATE IS THE START OF MY MISERY. AND I'M A PROFESSIONAL GRAPHIC DESIGNER.  PLUS I WAS TOLD BY A STAFF MEMBER, "DON'T WORRY, WE HAVE PROFESSIONAL GRAPHIC DESIGNERS AND THEY WILL PLACE THE FONTS OVER YOUR DESIGN FOR BEST VISIBILITY." (WRONG!). 

 

I AM LOCKED INTO TEMPLATE BEFORE I SEE TEXT PLACED ON DESIGN THAT I PROVIDE AS BACKGROUND. CANNOT CHANGE TEMPLATE WITHOUT INCURRING $199 PENALTY.  SO I HAVE FOR 2 WEEKS JUST TRIED TO DARKEN ORIGINAL BACKGROUND SO THEIR WHITE (THOUGHT THERE WAS FLEXIBILILTY IN COLOR OF TEXT, SELECTED BY COMPANY'S DESIGNER TECH EYES - WRONG!) IS VISIBLE. YET THEY STILL DON'T KNOW WHAT THE PROBLEM IS. OBVIOUSLY, NOBODY CHECKED THAT THE TITLE IS INVISIBLE IN PARTS. IF I HAD GIVEN MY APPROVAL ON THIS FIRST ROUND, I WONDER IF THEY WOULD JUST PRINT IT AS IS, WITHOUT SOME OF THE TITLE VISIBLE.  HOW WOULD THAT BE FOR QUALITY CONTROL ON THEIR PART? HOW ABOUT THEIR COMPANY REPUTATION??????


MY RATING AT THIS BOOK IN THE PROCESS OF ATTEMPTING TO GET MY BOOK PUBLISHED:

I AM JUST A NUMBER, REPS SEEMED TO BE CAUTIONED NOT TO GET PERSONAL WITH THE CLIENTS OR ELSE TIME WILL BE WASTED ANSWERING MORE EMAILS AND QUESTIONS; PAT CUT AND PASTE ANSWERS SEEM TO BE THE MODUS OPERANDI; SOMETIMES I FEEL I'M TALKING TO A COMPUTER, NOT HUMAN BEING; WE KEEP GOING IN CIRCLES; CALLED SEVERAL TIMES AND REP ALWAYS "NOT AT MY DESK," AND NO CALL EVER RETURNED OR ACKNOWLEDGED IN EMAIL; THEREFORE I REPEAT MYSELF IN EMAIL; THEN RESPONSES COME USUALLY ONLY ONCE A DAY, THERE'S A 24 HR CYCLE BEFORE GIVING ANY ATTENTION TO THE SAME CLIENT. FOR EXAMPLE HAVE A QUESTION ANSWERED BUT THEN HAVE A FOLLOW UP QUESTION WHICH IS EMAILED IMMEDIATELY THAT MORNING. EXPECT NO ANSWER UNTIL THE NEXT MORNING; SO IT DRAGS OUT. MEANTIME, THERE'S OCCASIONALLY EMAIL FROM THE PRE-PRESS "CORRECTONS" (I THINK "CORRECTIONS OFFICER") WHO WARNS CHANGING ANYTHING IS EXTRA FEES (FINES)- I'M LEARNING THE BUREACRATIC SELF IMPOSED RULES IN THE MIDDLE OF THE PROCESS; THEN FROM ANOTHER DEPT, I GET FRIENDLY NEWS OF PRE-HOLIDAY SAVINGS IF I SPEND OODLES ON BULK PURCHASE FOR A DISCOUNTED PRICE, EVEN AS MY BOOK DIES IN RED TAPE AND INEFFICIENT COMMUNICATION, MISSING THE HOLIDAY BUYING SEASON ALTOGETHER; I EVEN ASK WHAT IS THE NUMBER OF PAGES OF MY NOVEL AND SHE DOESN'T KNOW; SAYING THERE'S NO WAY OF KNOWING WHAT PRICE YOUR BOOK IS.... HMMM; SO SPEND X-$ AND NOT KNOW HOW MANY BOOKS WILL ARRIVE - OR WHEN.... THEN MORE HYPE TO BUY "PROMOTIONAL PACKAGES" SO MY NOVEL DOESN'T DIE IN OBSCURITY IN THEIR ONLINE DATABASE OF THE E-BOOKSTORE.  I THOUGHT WE ARE PARTNERS TO MARKET A GREAT PRODUCT THAT I WROTE, NOT BE THE MAJOR BUYER TO SELL TO FRIENDS AND RELATIVES - "THAT'S HOW MOST AUTHORS START THEIR PROMOTIONAL CAMPAIGN" - AND THEN SPEND MORE $$$$ OR THE PUBLISHER IS WILLING TO BURY IT IN THEIR INVENTORY.  HEY, WHAT IF IT'S THE NEXT GREAT AMERICAN NOVEL?  GUESS NOBODY ON THE PRINTING END CARES AS THERE MUST BE A LOOOOONG LINE OF DESPERATE WRITER FORCED INTO SELF PUBLISHING TO EVER SEE THEIR WORDS IN PRINT.  A LUCRATIVE BUSINESS MODEL INDEED, BUILT ON VANITY PRESS.  ALSO SUCH PRICED BOOKS ARE WAY ABOVE RETAIL OF MASS PRODUCED BOOKS BY MAJOR PUBLISHERS; "BECAUSE OF THE COSTS OF BRINGING A FEW ON DEMAND."  THAT ALSO HURTS THE AUTHOR AS ITS TOUGHTER TO COMPETE WITH WHAT IN BOOKSTORES IS $9 OR SO BUCKS FOR A PAPERBACK OF AROUND 350 PAGES AND YOUR RETAIL PRICES IS DETERMINED, FIXED AT THE SELF-PUBLISHING E-BOOKSTORE SITE AT , FOR ME, $19.   FOR A PAPERBACK FICTION NOVEL, M'COM, GET REAL.  BUT, WITH BULK PURHCASES, AUTHORS CAN BUY, AT A BIG DISCOUNT - WHICH COMES OUT TO THE PRICE OF BOOKSTORES' RETAIL PRICE FOR SAME SIZE BOOKS - AND THEN TRY TO SELL IT THEMSELVES AT THE RECOMMENDED RETAIL PRICE, PREDETERMINED.  THE ONLY MARKETING ADVANTAGE FOR THE AUTHOR WILL BE THE EXCUSE TO SAY, "HEY MY BOOK ONLINE IS SELLING FOR $19 (IN MY EXAMPLE), YOU CAN GET IT FROM ME (AND WITH AN AUTOGRAPH!) FOR $13 (STILL WAY ABOVE BOOKSTORE COMPARABLE NOVEL PRICING), THEREBY SETTLING FOR PEANUTS IN PROFITS AFTER SHELLING OUT UP-FRONT CASH FOR UNSOLD INVENTORY.  SO THE AUTHOR, ENDS UP CARRYING INVENTORY AFTERALL.  AT LEAST, HE OR SHE'S "IN PRINT," OR "PUBLISHED."  BOTTOMLINE, FOR SELF-PUBLISHING PUBLISHING FIRMS, THE MAIN CUSTOMER IS NOT THE ONLINE BUYERS BUT THE AUTHOR! RIDE HIM FOR BULK SALES THEN THEN PUSH INTO BUYING EXPENSIVE MARKETING PACKAGES "IF YOU REALLY ARE SERIOUS" AT MAKING MONEY WITH YOUR BOOK.

 

The next day: Dec. 16th:

email:

Dear Rodney,

 

Thank you for contacting us.  You are now “Out to Client”.  Please download your digital file to your desktop and review it.  If you have any problems with the digital files you can make corrections.

 

To make corrections, you will simply click on the RED X and accept the corrections policy and a correction panel will come up for you to enter your corrections. 

 

If you have any questions, please contact us.

 

Sounded promising but when I opened the cover file IT WAS THE ORIGINAL JPEG FILE WITH PART OF WHITE TITLE FONTS NOT DISCERNIBLE OVER THE WHITE BACKGROUND! So, I wrote back and resubmitted AGAIN the corrected background cover file. Then email came back in a hour"

 

Dear Rodney,

 

Thank you for contacting us.  I have tried to call you on several occasions; however, I was told by someone at this number 808-845-6215 know Rodney lives here.

 

Please submit to us a valid phone number so that we can contact you by phone.

 

If there are any more questions, please contact us.

How’s My Driving?
Did this answer appropriately address your question(s)?
If Yes select this link to respond: crescentmoon01@booksurge.com
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Thank you,
Carolyn

 

 

author's note:

If she HAS been trying to call like I've been requesting on her phone message recorder, why not send email like she did now and I'd tell her the phone no. is wrong days/weeks ago.  Why would one keep trying a number that doesn't work "on several occasions?" Hmmmm....

 

DEC. 16th 11 am-

 

Feel better.  Author's Representative called and we talked.  Carolyn is NOT a computer ... sounds like a elderly Southern woman.  Now she realizes, upon opening the file, that part of the title cannot be seen, white fonts on white background.  She will personally upload edited background, instruct the Corrections staff of the problem (evidentally nobody checks the results when  author's provided jpg for template 03 is provided, after text is added).  THEN she will notify me that the change has been made and I can go online to author's panel account and review and give APPROVAL to continue to next step.  

Evidently, text, back cover info is pasted over provided background electronically and nobody inspects results. This is left to the author to look him or herself. This is negative PR as exampled by my horrible 2 week ordeal.  This overloads Author rep to rectify things, the go inbetween author and Corrections staff.  Advise to company is whoever clicks the levers to paste text into the template that has the author's custom design, he look at the results and give feedback either straight to the author or to the author's rep in specific instructions. In my case this would have saved 2 weeks:

"Author: some of title cannot be seen due to its required white color and your submitted white color design. Please darken and resubmit the background file or send a new one."  Of course this would not even have been a problem if the instructions online had stated, "BEWARE: text is only available in this white color example and will be placed ONLY where you see it in the sample.  Be sure to send a background that is dark so that the title/text can be seen in entirety."

 

THIS PROVES THAT FOR TWO WEEKS, WITH THE THE BACK AND FORTH EMAILS AND UPLOADS BETWEEN ME, HER, THE CORRECTIONS STAFF, - NOBODY EVER OPENED A FILE TO LOOK!!!!!!  ALL SENT COMMUNICATIONS ONLY ABOUT RULES - CANNOT CHANGE TEMPLATE WITHOUT EXTRA FEES, CONSULT WITH YOUR AUTHOR REP IF ON WHAT ARE YOUR OPTIONS, CANNOT SEE BECAUSE YOU CHOOSE BLUE BACKGROUND AND YOU HAVE WHITE TRANSPARENCY AREA (DOESN'T MAKE SENSE), YOU SENT SAME BACKGROUND FILE SEVERAL TIMES SO WE DON'T UNDERSTAND WHAT YOU WANT, IT IS THE SAME FILE THAT YOU ORIGINALLY SENT, ...."  SOMETIMES IT'S BETTER TO LOOK THAN KEEP WRITING IN CIRCLES.

 

Morning call, understanding now of problem by author rep. No email for rest of day to check added fonts to background file. It's Friday, workers don't work on weekends. There goes 2 more days towards Christmas. So 3rd weekend shot in attempt to get cover right = 6 days lost (weekends).

 

OH well, it's not MY company.  I shall endure, have patience, to get my novel published - eventually.

 

Dec 19th-

----- Original Message -----
From: Sabrina Coshow
 
Cc: Corrections ; carolyn johnson
Sent: Monday, December 19, 2005 5:34 PM
Subject: **SPAM** GPUB04486-00001- PYGOYA

Dear Rodney,
 
It has come to my attention that you are having some difficulties with your cover. I would like to begin by apologizing for the delays that have contributed to your frustration.
 
Our formatting is template driven. The creation process for the templated covers and text files is very automated. This is the purpose of the corrections phase, offered for our clients who submit manuscripts. This is the opportunity to fine-tune your files to make them all that you wish them to be. This includes adjusting the cover images or font colors. You chose to upload a new cover image to try to make the title show up better. This is a perfectly acceptable solution.
 
The difference in the image that you uploaded and the one that was previously submitted was minimal and a person would be hard pressed to see the difference upon initial review. During this review, we are only looking to see that the image meets our most basic specs.
 
Our system does require that a client enter the corrections through our GPS to have changes made. Due to the level of aggravation you have felt, I have had the change made outside of normal protocol. I hope that this goes some distance in relieving your frustration. If there are not further corrections to be made to your files you may approve them and I will personally see that they are expedited through the rest of the process. If you have further corrections please enter them at your earliest convenience and we will move forward accordingly.
 
Please let me know if there is anything else that I can do for you through the remainder of the process to print ready.

Sincerely,
Sabrina Coshow
PrePress Manager
BookSurge, LLC
An Amazon.com company
843-579-0000
www.booksurge.com

 

Thank you for giving empathy to my long frustration. Now I realize what "self publishing" entails.
I am told by at this point to upload my manuscript correctons which I shall do tomorrow.  Carolyn said that the edited cover design file is OK and I will be notified when I can review that for Approval of Cover, AFTER I upload the manuscript corrections, which I kept minimal to expedite closure on this project.  As I have expressed to your sales dept., I want to do a full color picture book next.
 
Thank you for overseeing my fledging project from here on.
 
Dr. Rodney Chang

 

Dec. 21-

----- Original Message -----
From: Sharon Crocker
Sent: Wednesday, December 21, 2005 1:32 PM
Subject: GPUB04486//Cover Issues

Dear Rodney,

Thank you for taking the time to submit your comments via our ‘how’s my driving’ link.   As the customer service manager I wanted to follow up with you to ensure that all of your concerns have been appropriately addressed.   Please feel free to comment on any open issues regarding your account.

 

Sincerely,

Sharon

 

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Sharon Crocker

Customer Service Manager

BookSurge, LLC

An Amazon.com Company

sharon.crocker@booksurge.com

www.booksurgepublishing.com

866-308-6235 ext 163

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~