How To Use Customer Support & Our Online Community Part 1

How many of us have run into a problem we couldn’t solve? Perhaps it was an unexpected error message, an order that takes too long to arrive, or a question about how to format your book. Regardless, most of us (and yes, I include myself in this) have run into an issue while publishing our projects because as easy as Lulu makes the process, writing and publishing a book is still involves a lot of error checking, revisions, and proofing. I have the advantage of being able to walk over to someone’s desk and ask for help, but obviously not everyone else does. So, what do you do? This is part one of a series on how to get the most out of our customer service.

Creating A Case With Customer Service
This is the easiest and most effective way to get help with an issue that is specific to you. Maybe it’s an issue with your order, or a question about your ISBN or Distribution package. Whatever it is, you need help and you need to talk to someone who works at Lulu.

Step One: it’s pretty obvious, but it bears repeating.¬†Contact Customer Support. You should see the link under the Support tab on the right-hand side of the page.

Step Two: Select the area most appropriate to your issue. If it’s an issue with your order, select My Order, or if it’s about your ISBN/Distribution select that. If you aren’t sure, choose the one closest to what you’re looking for, or select Lulu Website.

Step Three: The more information you can give us, the better. Some of the fields will be required based on which option you chose. For example, email address, order number, “What’s the problem,” and “Describe the problem” are required for My Order. If you have an Existing Ticket id, please provide it. The order status, item id and item name aren’t necessary, but they can help and it’s better for us to have that information than to need to ask you for it or look it up.

Step Four: It can take up to 2 days for us to respond. In the meantime, please respond to the automated email you will be sent with pictures or other information relevant to the case as soon as you can. As previously mentioned the more we have up front from you, the faster we will be able to resolve your issue.

Step Five: Be patient with us. I know this is the hardest step, but we are going to do our best to help you make your work as remarkable as you envision it to be and as polished as it deserves.

We strive to support you as much as we can, and we appreciate your help and patience while we do that. I will post more advice on how to get the most out of our online support and community in upcoming articles. And as always, you can get a look at your support options, like LiveChat, on our customer service page.

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11 Comments

  1. This is nice, but LuLu truly needs to work on the help information that applies to all of us. It needs to be produced by LuLu not by users. One has to search through way too many Q&As to find anything remotely helpful. Organize, structure, and rewrite for the benefit of the novice.

  2. AJ

    Cheryl,

    Thank you for your input. I should point out that if you go to this page: http://www.lulu.com/customerservice and click on the knowledge base link, you will be taken to content written exclusively by Lulu specialists, separate from the customer written questions or comments. The fact that you have had trouble locating this information though, proves your point that it is still difficult to search through, but we are working on a better solution. Stay tuned.

  3. Darren G. Burton

    Every time I post an issue with customer support, I don’t hear anything back from them for about six weeks. That’s why I, and others, keep posting in the support escalation forum. It seems to be the only area where we get any feedback.

    Bring back Live Chat. That was way more effective.

  4. AJ

    Darren,

    I’m sorry to hear that Darren. Please know that making you wait for an answer is never our intention and we’re always looking for ways to improve by listening to what our customers want. Case in point, we’ve had LiveChat back since February http://www.lulu.com/blog/2010/02/25/chat-is-back/

  5. Thank you I am new to Lulu and this is helpful I just hope it doesn’t take as long as the other guy was stating if I do need customer support.

  6. Patricia Della-Piana

    Nick, I’m writing to you about this, because I see your touch all over the questions posed in the Support area. What is it with the travelogue posts that keep coming to my inbox from Lulu Support? They are not support issues, and have no bearing on any support issues. They have absolutely no interest for me, and I delete them immediately. I’ve complained about them before, but perhaps not in the right area, where something might be done about them. If they continue, I might have to relegate all messages from Lulu Support to my Spam folder, and I really don’t want to have to do that. Can you put a stop to them???

    By the way, thanks awfully for your attempts to solve EVERYONE’S problems. You’re the best!

  7. Nick

    Patricia,
    Can you forward some examples to me at npopio@lulu.com? I will try to help.

  8. Brian Everhart

    Where can I buy your product in Denver Co

  9. Morgan, Lulu

    @Brian – Simple purchase at Lulu.com and the product you chose will ship to Denver, no problem.

  10. Karen Graves

    On the 2nd of this month I bought and paid for an ebook-Wicca Revealed: A First Year within the Craft. I cannot find it. And one site that I was referred to was of no help whatsoever. So, how, when and where do I get my ebook?
    Sincerely,
    Karen
    PS: I do hope you are able to fix this.

  11. I want to know the price of the below book, ISBN 9781300723219, By Eunice Malath for the Junubin girl.
    kind regards
    Peter Deng

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