Remember author Joan Moran? She’s been fighting for months to get a $150 refund from vanity publisher iUniverse. She called, she emailed, she Tweeted. But the self-publishing imprint’s parent company, Author Solutions, wouldn’t even bother to respond to her. While they tracked down Lawrence Fisher on his blog to give him a refund, they simply ignored Joan. For months.
Until today, that is. They finally broke their silence on the issue after Joan Moran emailed CEO Kevin Weiss last week. He, of course, passed her complaint off to someone else. There were some apologies and “we can’t help yous” followed by a, “let me check with my boss and get back to you” when it became apparent that Joan wasn’t going to relent. Earlier today, Joan received this:
Hello Ms. Moran,
I have discussed the situation with my supervisor and we are unable to offer you a full refund at this time for the proofs that you purchased. We fulfilled the service you requested in purchasing your files and as outlined in your publishing agreement. If I can assist you further, then please do let me know.
I wish you all the best in your future endeavors.
1663 Liberty Drive
Bloomington, IN 47403
It’s polite, I’ll grant that. But don’t you just love how the representative cites the publishing agreement as a reason why they can’t give Joan her money back? From a consumer standpoint, it’s reprehensible. This is precisely why authors keep working to organize a class action lawsuit.
iUniverse and Author Solutions willfully breach the contract’s royalty provisions every quarter for every customer. In fact, they still haven’t posted items that should have been reported April 30. And yet, somehow, they just can’t issue a refund for misleading a customer into purchasing a document twice because it’s not in the contract.
Joan paid them to create this text file of her book when she bought the original package, but they charged her another $150 to email the PDF to her when she wanted to leave. The customer service rep led her to believe that she would be able to edit the document once she had it. Then later told her that everyone knows you can’t really edit a PDF.
So no, Author Solutions says. You can’t have your $150! Our hands are tied, can’t you see?
Funny they don’t have a problem ignoring their contract when the company stands to profit from it.
I guess that’s one way to keep the books looking good for a financial suitor.