ComplaintsforFirst Edition Design Publishing, Inc.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017, I signed up for services to publish my book via First Design Publishing. I paid the initial fee for them to set it up via Amazon. That amount was $305. Each year, I paid approx $45 for the listing to remain active. I made several attempts to schedule a call to speak with someone regarding my published book using their services. The dates I set calls via their website were 8/28/22, 9/2/22, 9/10/22, 1/3/24. On 9/2 I received an email from ***** stating that they were shut down over the weekend and would reschedule my call. I have never received a call from anyone on any of the dates mentioned. Currently, my book is still being sold under Amazon under their name but I cannot access support which concerns me because the only way to access revenue for sales of my book is via First Edition Design Publishing. However, 1.5 years later they have still not called me each time I made the calendar appt.

  

  Business response

  02/05/2024

  *********************** tends to make up her own set of facts. The facts are as follows: ******* published her book with First Edition Design Publishing (FEDP) in 2016. When her book was selling, she was receiving royalties. Her book stopped selling in 2019 due to the need for marketing from the author. ******'s annual renewal was due on or around September 12, 2023.****** had us cancel the renewal as she wanted to change her book. It would be less expensive for her to make the changes while the book was still being listed than for us to pull the book, make the changes, and relist the book.
  

  
  However, ****** still needs to follow through on the changes; the book was still listed as a courtesy to her if she ever wanted to make those changes. ******* has also placed multiple orders for copies of her book and has yet to buy any. It is acceptable that she has not, but she makes orders and leaves them hanging in the system until we delete them for lack of payment. This has been her typical pattern of behavior.
  
  Next, the phone call. ****** requested a phone call this past Saturday, and I admit I double-booked the time slot. However, as soon as I noticed this, I emailed ******, apologized, and offered to reschedule.Immediately, ****** threatened that she would contact her attorney if we did not return her call. We realize that this was most likely an idle threat;however, at the first mention of an attorney, no matter how trivial, we go into an email-only mode to have all communication documented.
  

  
  It was unimportant to ****** to get in touch with us, as I offered her multiple opportunities to convey what she needed and not once did she share with us what we could do to help her. Please see attached the three emails that were sent to ******, of which she still has yet to respond to let us know what she needs. Also please note the timely fashion of the sent emails.
  

  
  ******* always has the option of emailing us and or logging into her account to send a communication that would be expedited as a current author. On March 29, 2021, ******* did log into her account. Therefore, she knew how to access her account.
  

  
  ******* is not due any compensation.
  

  
  Thanks
  *************************** / FEDP Executive Editor 

  Customer response

  02/06/2024

   
  Complaint: 21241795
  
  I am rejecting this response because:

  I am attaching documents supporting my claim of efforts I made to schedule a call to no avail.  Each time the call was scheduled, I never received a call back.  In addition, I am also attaching proof of my efforts to advertise my book as well as the charges that I incurred for the book since 2016.  The portal for FEDP does not enable me to see any sales of my book but since 2016, I have had no royalties sent via check or by any other means as there is no way for me to track the sales of my intellectual property.  As shown in my emails, I have been requesting a phone call, which has still not occurred. I received an email from **** where she indicated that she actually cancelled my scheduled call.  I would simply like to terminate services through First Edition Design Publishing and do not wish for my book to be associated with this company.  For reasons I am listed in summary below:

  1) I am not able to view if there have been any purchases of my book

  2) I have made several attempts to schedule a phone call but have not received any phone call from them.  They advertise "book a call" on their website but it is false advertising as the call never comes. 

  3) I had requested in the recent communication that I would like a phone call and it still has not occurred. 

  4) First Edition Design Publishing is in possession of my intellectual property and may be making sales to which I have no ability to see a record.  I wish that they terminate my book listing with their service immediately. 

  
  Sincerely,
  
  ***********************

  

  Business response

  02/08/2024

  1) I am not able to view if there have been any purchases of my book -

  If ******* is not seeing any sales in the portal, she has not made any sales. Once an author is due any monies from sales over our $20.00 minimum, they are posted into the author's account. ******* has had no problem accessing the portal as you can see from the timeline pulled from the portal, therefore she can view if she has had any sales. ******* has obviously done zero marketing on her book since 2016-2018 time period. ******* is only upset because we did not return her call fast enough for her and she refused to email us on what it was she needed, which obviously was not that important to her.
  

  2) I have made several attempts to schedule a phone call but have not received any phone call from them.  They advertise "book a call" on their website but it is false advertising as the call never comes. 

  In *******'s case it is best that we respond to her via email in order to document all communication. We also tell our authors to email for the fastest response. Call times go over all the time or calls end up getting double booked. Not a perfect system, but we do reach out to every call and or email asap. Again, in ********* case, she has been put on email only status and she has been made aware of this. 

  
  3) I had requested in the recent communication that I would like a phone call and it still has not occurred. 

  Please see response to number 2.

  
  4) First Edition Design Publishing is in possession of my intellectual property and may be making sales to which I have no ability to see a record.  I wish that they terminate my book listing with their service immediately. 

  *******'s title has been pulled from our library. Her last recorded sale was December of 2018.

   

  Customer response

  02/11/2024

   
  Complaint: 21241795
  
  I am rejecting this response because:

  The information provided by **** is inaccurate and based on assumption.  I am not upset at all about not having sales because I do understand that marketing plays a vital role in this, which I did not actively promote my book, I was passively posting it on my social channels and in my speaking engagements.   It is unfortunate that the representative of First Edition Design Publishing is jumping to conclusions and reactionary because she is not seeing what I am not happy with.  I made several attempts to schedule a call since 2022 and did not receive any calls from a representative of FEDP.  This is the sole purpose of my complaint and what was the main issue I had with the company. 

  Second, my book is not pulled from their library as a search using the following link shows that they are still listing my property on Amazon indicating them as the publisher. ****************************************************************************************************************************************************************

  My intellectual property should be not only pulled from their library but the listing they have for my property on Amazon should also be removed. 

  I want to re-iterate that my chief complaint was the neglect on the part of the company to follow through with booked phone calls.  The only call that they ever had with me throughout the relationship was during the initial stage in 2017 when I wanted to publish my book with their services.  After that, attempts were made to call the number listed on the website as well as setting appointments and they have not upheld their customer service.

  
  Sincerely,
  
  ***********************

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