Createspace Customer Service: A Horror Story

Here’s the thing, I love Createspace. I love their website. I love how easy it is to get the books printed there onto Amazon. I love their pricing – I mean seriously, you CAN’T beat their pricing. I love their proofing options. I like pretty much everything about Createspace, except for one thing …

Their customer service stinks.

Now I don’t want to scare anyone off of their service, so please read the following story with an understanding that I’m still using Createspace to this day. I’ll probably keep using them for a very long time, even with their crappy customer service. After all, Createspace is an entirely automated system, and 99.9% of the time you don’t need any customer service. But for that 0.1% when you DO need to deal with someone, let this be fair warning:

A few months ago I helped a pastor at my church publish a book. I used Createspace for her project because (as I’d mentioned before) I like them a lot. Originally I ordered her one copy of the book so that she could see the finished product. It turned out beautifully. Then we ordered a batch of 50 so that she could give them to some of the people in the church. Again – we had no difficulty. The books were beautiful. Everything was awesome.

But then demand started to grow – people who weren’t computer savvy wanted to be able to buy copies of the book in the church bookstore. So we ordered another batch of 50. And this time when we got the books the covers were dark, oversaturated, and … well just ugly.

So I went online and found the Createspace customer service page. There was no phone number, but there was a fill-in-the-form-to-send-an-email complaint section. So I used it to send them a message, explaining the problem (including pictures of the original printing of the cover together with the latest batch, so that they could see the difference) and asking why it happened and what could be done about it.

In response I received a generic form email saying that they were sorry to hear about my problem and could I provide them with additional information. I clicked on the link that they included only to discover that it sent me to the exact same fill-in-the-form page that I’d originally used.

I thought it might be a mistake, so I filled in the form again, and explained in my message that this was the second time I was sending it.

The response? The same generic email saying the same thing and sending me to the same page to fill in the same form!

By this time a few days had passed and I was starting to fume. So I filled in the form a third time, and this time I expressed how much this was “NOT OK!” (my exact words). And when (before I received a reply email) I was prompted to complete a survey about my customer service experience, I took advantage of the opportunity to let them know how frustrated I was.

This time my response was from a real human being – a customer support “specialist” who wrote to me in real-human-English as opposed to computer-generated-boilerplate-lingo, and had a name and everything! She apologized for the inconvenience, acknowledged that from the picture I’d sent, it seemed that there was a severe variation in the covers, and then asked me to send her the book id #s from a few of the books in the latest batch so that technical support could look into the problem (“You’ll find it right under the bar code on the very last page of the book” she said).

Now, at this point the books were at the church, and so I had to wait a few days until I could get back there to look.  But that didn’t really bother me, since I finally felt like progress was being made. However, when I finally got one of the books in my hand I was confused to discover that there was no book id, no bar code, nothing at all on the last page.

So the next morning I emailed my customer service representative to explain the problem that I was having and to ask, basically, “what now?” and “am I an idiot or something?” And a few hours later I opened a freshly-received response from Createspace only to find ANOTHER BOILERPLATE EMAIL asking me to fill out that SAME STUPID WEB FORM and requesting PICTURES (remember I sent them with my very first request) and THE BOOK ID#s (which I had just informed them I couldn’t find!).

That’s when I lost it.

And by “it” I mean my patience. And with it my cool, and my ability to remain anything close to calm. I’m pretty sure my response was typed in all caps. I know for a fact that it was scathingly indignant, and generally enraged. It was virtually dripping with distain and general contempt at their utter lack of competence. It wasn’t nice …

So I guess I wasn’t that surprised when I went yet a few more days passed without hearing anything back from them. But this time, when I did there was another (different) actual human person on the other end of the email. This one had apparently done her homework. She actually:

  1. Apologized (again) for the problems
  2. Explained why I didn’t find book IDs (these books were outsourced to a different printer)
  3. Explained that they couldn’t do their normal quality checks because of #2
  4. Offered to ship me 50 new books to replace the dark/ugly ones
  5. Promised that they would do everything possible not to outsource any work from our account again (and therefore hopefully avoid repeating the problem again)

As promised, the new batch of books was shipped – and it was beautiful. So it ended up being a completely acceptable resolution to the problem, but frankly it shouldn’t have taken that much time, frustration, aggravation, or screaming on my end to get there. Because in all honesty, if I have to yell at you to get you to do your job, then really … you’re not doing your job.

Has anyone ever had a similar experience? Have your customer service experiences with Createspace been better? Leave a comment and let me know


Self-Publishing: A 6 Step Overview

It’s amazing to me to think how many people have asked me in recent months to tell them what I know about the self-publishing process. It’s just as amazing for me to realize that just a few years ago I was blissfully ignorant of all of this myself

I remember when I first started looking into the world of self-publishing. The sheer volume of information out there was overwhelming. So, in the hopes of sparing you a little of the tedium and confusion that I went through at the beginning, I’ll be using the next few posts to present a very basic overview of what self-publishing actually entails. Nothing I’m going to say here is new. You can find it a million times over on a thousand different blogs all over the web. But at least here you have a simple, real-world list of what you will need to do …

And just as a word of warning – this one is going to be long. I can’t help it – I’ve always been long winded, and there’s no getting around the sheer volume of information that you need to know, even in a simple overview.

So grab your coffee (or tea, or whatever you’re drinking to stay awake on this lovely Monday morning), and get comfy as I present The Six Steps To Self-Publishing (or whatever).

Step 1: You will need to write a manuscript

I assume that you know what that means. You may not, however, understand what it entails. To write a professional-level manuscript, one that will be taken seriously in a competitive market, you will probably need help. This means finding yourself an editor, or at the very least a proofreader (and no, your genius-mom or bookworm-friend won’t cut it, not unless that’s what they do for a living).

This is the “writing” part of the writing process, and it will take months of your life to see it through. The best advice I can give here is don’t rush it.  Work on it, and keep on working on it until it feels ready. Then let it stew for a few weeks and pull it out and work on it again.

Step 2: You will need to create a book interior

This is not the same thing as writing the book itself. It’s a whole different step. This is about turning the words in your word processor into something that looks like the finished product that you see on the shelves of your local bookstore. In other words, this is the step where you design the interior of your book.

This is when you will need to do things like create a copyright page and a table of contents. You will need to design the layout of the text within the pages, create running headers with page numbers, etc. This kind of design is an art form unto itself, and there are very specific standard practices that you will want to follow in order to make it look “right.” We’ll get into more of that in a later post, but if it’s the type of thing that sets the hair on the back of your neck prickling, this is another one of those steps where you might want to hire professional help (yes, there are professional-grade, freelance book designers out there who do nothing but make the pages in your book look pretty!)

Creating the interior of an e-book, on the other hand, is often a much simpler thing. E-books aren’t static products. The look of a page depends on what kind of file you’re reading and what you’re reading it from. Even things like font sizes aren’t etched in stone, so much of the “prettifying” that’s necessary in a paper book becomes moot when you create an ebook.

You won’t be creating headers or worrying about text layout. You will, however, need to make sure the correct front-matter (copyright info, etc.) is there, but then it’s just about formatting the file in a way that will work well with whatever e-book converter you are going to use.  Again, we’ll get into more of that some other day.

Step 3: you will need to create a cover.

A book cover needs to contain some basic information (the title author’s name, etc.). It needs to be attractive and compelling – which means it needs to follow some basic rules of graphic design. It should be easy to read (it is especially important that it remains readable at thumbnail size, since that’s how most people will be viewing it if they’re buying the book on line). It also needs to be simple and uncluttered. And finally, it should conform to the expectations of your readers.

What does that mean? That means that they should be able to tell, by looking at your cover, what kind of genre the book fits into. In other words, you shouldn’t put a cartoon unicorn on your memoir or a creepy photo of a swamp on your collection of humorous essays. You want your book to find the right readers, and your cover should confirm to them that this is the book they want to read. It shouldn’t confused or annoy them.

*** Cover design is another complex area where you might want to find a professional to hire. Keep in mind that book cover design is a specialty of its own within the larger “design” world, so you would benefit from hiring someone who’s familiar with the field.

Step 4: You will need to pick a printer

For self-publishers this normally means using a Print on Demand (POD) printing service. To use a POD service, you create a PDF of your book file, and then upload it into their system. Then, any time someone orders a copy of your book, they print a single copy. There are several services out there that are widely used, reliable, and relatively easy to navigate. I use because they’re cheap and because they make it super-easy to get your books onto Amazon. Other good POD options include and

The other printing option available to you is called “Offset Printing.” This is the printing process that big publishers use. It’s high quality, and in large print runs it’s significantly cheaper than POD as well. The problem with Offset Printing (for the self-published author) is that you need to print many (think at least 1,000) books in one shot. Most of us can’t afford that, and unless you’re a public speaker, pastor of a large church, magazine editor, or someone else with a large sphere of influence and the expectation that you will definitely SELL all 1,000 of your books, it’s normally not worth the hassle.

Step 5: You will need to publish.

This is the point in the process where all the bits and pieces come together to make a book that people can find and read. If you are using a POD distributor, this is the easy step. Createspace (the POD printer I use) is so user-friendly that it’s almost impossible to screw up the process.

In order to publish you will need an ISBN. If you are using Createspace (or many other POD publishers) you can get a free ISBN from them. This means that Createspace (or whomever) will be listed as the publisher of record. That doesn’t hurt you in any way or take any of your rights away as the author and owner of the work.  So if you are planning on selling primarily on line or in person (aka – not through book stores) feel free to take advantage of the freebee.

In order to publish you will also need to pick the size and type of book you want to create. Of course, you have already figured this out during the design process (because otherwise how would you know what size the cover and the interior pages needed to be, right?) so it’s just a matter of selecting the appropriate option.

This is also the point where you will set your price, pick your genre, enter a description, etc.  But once you’ve walked your way through these steps (there are more, I’m just skipping over the less pertinent, mostly because they’re self -explanatory and somewhat idiot-proof) and uploaded your interior and cover files to the publisher, you can hit the pretty little “publish” button, and off your book goes to be made available for purchase! If you use Createspace, your book will automatically show up on Amazon in a few hours or days.

Step 6: You will need to market your book

I should probably have put this first, because marketing is one of those things that should be started months before your book goes live. You will need to know who your target readers are and develop a strategy on how to read them.

How do you reach them? It’s impossible for me to say, because so much depends on who they are. But it’s very important that you do reach them, because as good as your book may be, it’s never going to sell itself. It’s only going to find its audience if you get involved in the introduction process.