Published and printed titles are very different.

[Marc Langille]

Here's the summary:


What I have printed on the order:

Line 1: Wilds of Utah (Arial 60 font)

(no second line, incomplete title)

What should be printed:

Line 1: Wilds of Utah - A Visual Journey (size 44 Lindsey Pro font)
LIne 2: by Marc Langille - http://www.marclangille.com (size 24 Lindsey Pro font)

Order ID 7835139

I notice that since I've opened Lulu Studio in November you've done a software upgrade. This is very obvious because the Lulu Studio appearance and layout is much different than in late October when I submitted the project. Having software/hardware support experience, it's quite possible that your studio "upgrade" changed the text back to Arial as the default font and font size before it went to print? I really dislike being blind-sided by this after I've received my order with an incomplete first line in the title and my second line is completely missing.


What bothers me is that I went and double checked the published item several times before submitting the order! I confirmed the published project cover page had two lines and was in Lindsey Pro font as noted above - the preview online showed the same Lindsey Pro font with two lines on the cover page when I checked it after publishing the project. After several double checks of the published product, I placed the order.

I've submitted a ticket last Friday (New Ticket ID 00332682) as due diligence but that print job I received was a real kicker. I dislike even posting this but now Lulu has my money for 50 calendars. This is very discouraging - I spent time/money traveling to get these images and then multiple double checks before ordering the calendars. What's difficult in all of this is your support model: that I cannot simply contact someone to discuss.

If you are willing to fix this, then I'm more than happy to tell folks that you did so. I understand you may be busy and I have already submitted images showing the errors on the finished product the same day it was requested. Rob Cherry: I sent you a message via Lulu on Friday (IIRC), but neither you nor support has yet to respond. Am I now the owner of 50 calendars that don't even have my name on it?

Please advise by contacting me and being up front with me - this silence/lack of a response is concerning me. I hope you understand my desire to resolve it as soon as possible. Even a "got your note, we are working on it" or "we are swamped right now, but will respond soon" would be a reassurance.

Regards,
Marc
marc at marclangille.com

[Carol]

Hi Marc,

I'm sorry that you haven't heard back from someone in Support yet. I've moved your post to the Support Escalation forum and will escalate your case to Customer Support for you. You will hear back shortly via email.

Best wishes,
Carol
_________________
Need Help? Try Lulu Help Topics | Forum Posting Policy

[Marc Langille]

Hi Carol,

Thank you for putting my post in the escalation forum. They contacted me within 24 hours of you doing this.

I've sent all of the details as outline in the original post to the Support folks on Wednesday, Nov. 11 before 11AM. They said they would take care of getting it corrected and double check everything before it's re-printed, but no news on anything yet. Therefore I've sent a message just a short while ago requesting an update, as a week has now passed since filing the ticket.

II also told them that I corrected everything in the published project so they also have a clear reference. I went back today to confirm that everything in the project is still correct. I did not open Lulu Studio, just previewed it via the Buy option.

Regards,
Marc

[Carol]

Hi Marc,
If you haven't yet heard back, could you tell me who it was that responded to you? I'd like to contact them directly.

Many thanks,
Carol
_________________
Need Help? Try Lulu Help Topics | Forum Posting Policy

[Marc Langille]

Hi Carol,

No full name was given - it's AJ M.

Can you also confirm what needs to be done with the calendars I have please? Do I destory them, am I given a shipping label to ship them back, or...? Obviously I do not not want them, but they can be recycled here locally too.

Thanks,
Marc

[Carol]

Thanks for the additional info, Marc. I'll be sure to let AJ that you are awaiting an update of this case.

Best wishes,
Carol
_________________
Need Help? Try Lulu Help Topics | Forum Posting Policy

[Marc Langille]

Hi Carol,

AJ will be sending the revised/corrected print job very soon. I sent him a note yesterday asking it the new order's status could be viewed online, as if I had submitted it? Then I know if/when the new order is printed done and shipped.

Regards,
Marc

[Carol]

Hi Marc,
Thanks for the update.
The order won't appear under your account, so you won't be able to see when it ships. However, I am able to see the status of orders and can let you know when it does.

I'll update this thread when Order 3704254 is sent out.

Best wishes,
Carol
_________________
Need Help? Try Lulu Help Topics | Forum Posting Policy

[Marc Langille]

Yes, the link AJ sent is an https:// link, so I cannot view it.

I appreciate it Carol!

Regards,
Marc

[Carol]

Hi Marc,
Your order has shipped! It's schedule to arrive 11/25.
The FedEx tracking number is 218089770620660

You can check the status of your order here: http://www.fedex.com/Tracking?language=english&cntry_code=us&tracknumbers=218089770620660

Have a great day!
Carol
_________________
Need Help? Try Lulu Help Topics | Forum Posting Policy