A very expensive SoFoBoMo mistake (UPDATE: still a mistake but actually not expensive)
May 5th, 2008 by JohnI ordered my SoFoBoMo book from MyPublisher over the weekend after I was able to create an account. When you go to upload the book, it asks you if you previewed all of the pages first. Unfortunately, there is an option it asks you when you upload it, something along the lines of “you have blank pages, do you want to remove the blank pages from your layout?” Well, the way I had it laid out, I had a final blank page. And I thought about it some, and I’m paying by the page, dammit, so yes, I do want you to remove that page. However, the software’s interpretation of that question was “do you want to remove any page surface which has no printing on it from your layout”, which means that since I started my book with a single photo on the right hand page and nothing on the right, it SHIFTED ALL OF MY PHOTOS ONE SPOT TO THE LEFT. This is a complete disaster, since I relied so much on pairing the photos on the facing pages. It’s amazing how much of a mess the new layout looks like. With shipping this is going to cost over 50 bucks.
Yes, I know I can’t get my money back and I can only cancel an order if I cancel the order within the first hour. I get it, I’ve been on the unfortunate side of a customer service call and yes I read their policies and agreed to them before I ordered. I understand all of that but there should be an option in their software to re-preview the book AFTER they take pages out of it, for goodness sake. I guess it isn’t a complete disaster, since I can at least use the book to see how well the cover looks, how well the photos look individually, and how the couple of text pages look. Still, dammit.
Lessons learned: Make a softcover book first. After you get everything figured out with the softcover book, then spend the effort on designing a book jacket for the hardcover version.
UPDATE: I put in a support ticket to MyPublisher at the same time I posted this entry. I said the same thing in my support ticket as I said here: I made a mistake with the layout; I know according to the policy it’s my fault, but I think the software is misleading to the point of almost being a bug, and it should be fixed. I was only trying to report my confusion in using their software (according to my definition of bugs, if you confuse your user, it’s a bug) and I was expecting a “Yeah, that sucks but there’s nothing we can do about it” kind of reply.
I was happily surprised with their response: a coupon code for a free reprint! They said they normally offer a lesser discount on reprints but since it was my first book with them and since this was a serious layout error, they wanted to make me happy. To quote their e-mail: “We want you to be completely satisfied with your book. I’m very sorry if the book you received does not reflect the highest quality, and would like to make it up to you.”
Sweet! When the first book arrives I’ll proofread all of the text and make sure the pictures each look okay individually before fixing the layout issue and re-uploading. It’s so nice to have an interaction with customer service that’s not an adversarial relationship from the start (and here I’m thinking of you, Best Buy, Comp USA and Circuit City). Also note I actually got the support response yesterday or the day before I think, I’ve just been slow to update because I’ve been so busy with work and with the Barfing Sickness going through the household (current victims: child and cat. Peggy and I remain unscathed.) So, kudos to MyPublisher.
