iUniverse Not Taking Customer Complaints Seriously
- My ex-husband is an employee of Author Solutions.
- Author Solutions owns iUniverse.
- Author Solutions used me to get free reviews for their self-published customers.
- In several cases, Author Solutions employees contacted me pretending to be the actual authors, asking for absurd favors and portraying their customers in a negative light.
- I got angry, stopped doing reviews and later scolded iUniverse, my ex-husband, Keith Ogorek and Author Solutions after discovering the truth about their scammy publicity tactics.
If you want the sordid details, you can read The iUniverse Rants: Coming Clean to get caught up.
iUniverse Customer Service Update
So, what did iUniverse’s Keith Ogorek do this past weekend? He sent Lawrence Fisher, the first dissatisfied iUniverse customer to be interviewed here on Suess’s Pieces, an email. Fisher shared the email with me and has given me permission to quote it here. (You’ll notice I’ve removed title and link information. Don’t want to give them free advertising now do I?)
Keith Ogorek writes to Fisher:
…Yes. But Createspace and iUniverse are very different. I explain that in my ebook [title redacted]. It is $.099 on [domain redacted]. Here’s the link
[link information redacted]
I have one other question and one suggestion.
First, why do you think word-of-mouth did not take off if you had such good reviews on the book?
Second, I wonder if Emily would do a review of your book on her blog. That might help spur sales as well.
iUniverse Complaints Aren’t Taken Seriously
Oh. My. God. Where do I start with this one? Look, only a real jerk would see a customer service exchange as an opportunity to promote his own ebook. If you’ve been on the fence about iUniverse and its motives up to this point, you should be seeing things pretty clearly now. They are not concerned at all with customer satisfaction or maintaining the integrity of their services. They are only trying to make as much money as they can by doing as little work as possible.
Next, don’t miss what Ogorek is trying to do when he writes, “why do you think word-of-mouth did not take off if you had such good reviews on the book?” He’s trying to distract Fisher from the real issue: iUniverse promised services they did not deliver and they promised Lawrence Fisher a refund. They desperately want to change the direction of the conversation by bogging Fisher down with nonsensical questions in order to avoid giving him his money back.
No one is forgetting that iUniverse promised Fisher a refund. I won’t let that happen.
This next one takes the cake. Ogorek suggests his customer approach me—a book reviewer who is clearly hostile to iUniverse titles and severely critical of self-published works in general—to request a review. This proves to me that the company’s employees do not take complaints seriously and they are not invested in the success of their writers.
Author Solutions, Inc., is a Bertram Capital-owned holding company.