iUniverse Not Taking Customer Complaints Seriously

This post was imported from Suess's Pieces and may contain broken links and missing images

Before I get into the meat of this post, there are a couple of things newcomers might need to know and followers might want to be reminded of:

  • 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

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 and iUniverse Complaints Index

iUniverse Complaints Draw Attention, Not Results

That’s a screen capture of the comment Keith Ogorek (Global Marketing Director at Author Solutions, the company that owns iUniverse and several other self-publishing companies) left over the weekend on iUniverse Complaints: Interview with Lawrence Fisher. Isn’t that cute. He wants me to be “fair” and toss some interview questions his way.

This post was imported from Suess's Pieces and may contain broken links and missing images

Hahaha, No

I’ll give him this: it takes gall to pretend that interviewing him will benefit my readers or resemble anything even remotely close to fairness.

My purpose is to showcase real customers’ stories about iUniverse, not give the company free publicity and a chance to keep spinning tales. Their employee’s deceitful attempts to get free book reviews from me is what prompted me to fight on behalf of indie authors in the first place. And they’ve already sucked the Suess’s Pieces free publicity bottle dry.

If they want to keep lying, they can do it on their own websites and blogs. I’ll be damned if I invite them to do it here.

Fair is refunding the people you’ve hosed, iUniverse.

Fair is delivering the products and services you promise to writers without half-assing, shortcutting, and bullshitting people out of their money.

iUniverse Complaints Campaign Update

My campaign against iUniverse has garnered some attention from the iUniverse people, but so far they have failed to deliver the refund they promised to Lawrence Fisher. Instead Keith Ogorek continues to post comments on this blog and on Lawrence Fisher’s blog.

That’s not going to cut it.

Tomorrow, I’ll be sharing another interview with a writer and former iUniverse customer, Joan Moran.

In the meantime, I’d like to thank those of you who are supporting these indie authors, especially the writers at SheWrites.com who have shared these posts on Twitter, Facebook, and Google+.

Author Solutions and iUniverse Complaints Index

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