lreed7649's Posts

What do you do when Booksmart crashes repeatedly and Customer "Serv...
BookSmart

I’ve been trying to upload a book since Saturday night. It has crashed perhaps 30 times. Sometimes the second I hit "order book," and sometimes it will upload almost the entire project.

I’ve also tried exporting the book and Booksmart crashes exactly the same when I try that.

I contacted customer service Monday and "Melanie" gave me a boilerplate response within a couple hours. Reinstall Booksmart, fill out a crash report, send a log. It wasn’t creating logs — of the dozens of crashes, I have one log in my Library in the past six weeks.

 She also said to fill out the crash report that pops up each time it crashes and put in my e mail address. I’ve done that dozens of times — not even an acknowledgement.

 I told "Melanie" all of this Wednesday and since then ….. nothing.  Booksmart does faithfully continue to crash regularly and hold my book hostage.

I’m sorry, but if your Customer Service is so overwhelmed with problems that you can’t get to follow-ups in 48 hours, you have a pretty basic customer service problem. If you already put somebody through the queue the first time and your solution didn’t work, the callback should be maybe an hour.

 Does anyone have a suggestion either how I can get around the crashes or get somebody from Customer Service to contact me?

Posted by
lreed7649
Sep 7, 2012 3:26pm PDT
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lreed7649
 
Can I download a book I uploaded to Blurb back to Booksmart?
BookSmart

Thanks, I suspect you’re right. Everything you say makes sense.

 No, starting over would be less hassle, even if I could recover it. I had started deleting photos 1 at a time and in about 6 hours I got through 100 pages (i.e., about 1/7th of the job). The whole file was completely fragile, bombing out the software about every 5 deletions. I suspect even if I had persisted and deleted everything, the file would still have been glitchy and crash-prone. No, my two options definitely were a) start the book over, or b) find a new vendor. So far, I’m (slightly) committed to sticking with Blurb, but they’ve had an awful bad month with me. I saved the text, and I can usually assemble photos pretty quickly.

Posted by
lreed7649
Jul 31, 2012 10:20am PDT
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lreed7649
 
Can I download a book I uploaded to Blurb back to Booksmart?
BookSmart

I asked Support this question several times but they haven’t bothered to reply.

 I prepared a book and uploaded a first draft to Blurb to see what it looked like. Bought a single copy and started on revisions. Through some insane glitch in their software it blew up to 792 pages and the best advice I got from Support was (well, try to delete the pages one at a time).

 I gave up and deleted the book (after saving the text). Now before I start from scratch, I’m wondering if it’s possible to download that Blurb copy back to my compter as a starting point for the new version. Anyone with experience on this?

Posted by
lreed7649
Jul 30, 2012 5:58pm PDT
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lreed7649