I've noticed the lack of service to customers in IngramSpark's "customer service". It is perhaps their greatest weakness.
Nowhere is this more clearly displayed than in their slow response. To everything. Response to complaints is sluggish, to say the least. Fulfillment of orders is positively glacial. This is supposed to be Print on Demand, not print whenever the hell we feel like getting around to it.
I understand the fact that the larger the order, the longer it will take to fulfill that order. I also realize there are busy times of the year when it will take longer. But a small order of only 2-3 books, placed in a slower month, shouldn't take more than a few days to complete and ship, a week at the most (and that should be rare). And if someone pays for a faster level of service, every effort should be made to meet the "usual" shipping time, and under NO CIRCUMSTANCES should it EVER talk longer than the next slower service level. When the publisher/author pays for rush service, their order should be out the door within 2 days at the most. That's just common business practice.
When complaints are made (accidents do happen), the initial response to those claims should happen within 24 hours. No exceptions. If you find you can't respond in that time it is because you don't have enough personnel dealing with costomer claims, or you have too many problems.
I've heard stories of only partial shipments leaving the facility, and shipments with problems with more than a quarter of the books. That's just plain sloppy. Poor quality control. Those preping books for shipping should be trained to insure the order is complete before shipping (surely they know how to count).They should also not allow a book to leave the printing facility that is not of optimal quality. Bad print quality and sloppy bindings reflect poorly on IngramSpark/Lighting Source.
The authors/publishers who place their books with IngramSpark should be IS's TOP priority. They are the whole reason you exist and keeping them happy is just good business sense. Slow printing, slow response to complaints, that just makes them feel like you look on them as a nuisance rather than a valued customer.
I've had to deal with slow and partial responses to complaints, and slow shipping has become the expectation rather than the rare occurance it should be. Out of four orders, only one shipped within a reasonable time frame. I currently have an order for 2 books that is now in its second week of "printing". It doesn't take two weeks to print 2 books. That is most definitely not "Print on Demand".
IS needs to improve its customer service if it wishes to obtain recomendations to other authors/publishers from its current customers. I know it is one of the things currently holding me back from endorsing IngramSpark's services to my fellow authors.
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