New and improved customer support

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We love that more and more Blurbarians are reading our blog and posting comments. However, we’re finding too many technical/support questions are coming in as blog comments, and the people who run the blog (yep, that’s me) are ill-equipped to answer many of these questions. So here’s a quick run-through on how to get your questions answered quickly and correctly.

Our Help page is the place to start. We have a Getting Started Tour that walks you through BookSmart in less than 3 minutes. If you’ve got specific questions, chances are the FAQ (frequently asked questions) page can help out. It lists some of the most commonly asked questions along with answers and suggestions. We also have a BookSmart Guide, which offers great step-by-step instructions to help you find your way through BookSmart — should you need it. It’s a very comprehensive user manual that can help even the most seasoned BookSmart user.

If you have a question that cannot be answered by looking through our Help information and absolutely need to contact a living, breathing Blurbarian, please make sure you select the correct form — suggestions, tech support, order support — to get your question routed correctly. Once you submit your question, it will not — and I repeat, will not — disappear into one of those Internet black holes. Someone will get back to you. Really, they will. Our customer support team is amazing.

And don’t forget that if you want to track the progress of your book you just need to sign into your MyBooks page.

Hope this helps.

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16 Comments

  1. You have a good product.

    -Amit
    http://www.ipatrons.com

    By Amit
      October 18, 2006 – 7:40 pm   Permalink
  2. I am waiting to receive my first book from Blurb. I have published using other outfits, but Blurb’s customer support, interface and generally friendly way is far more appealing.

    I had some trouble uploading my book, and finally realized that my photos over 100Mb were a bit too taxing. Easy, for those spreads, I chopped the photo in half, saved each half and loaded them seprately to create my spreads.

    I can’t wait to see my book!

    One thing… Is there a way one can view other books beyond just the covers? If I see an interesting book I might want to purchase, I’d like to see more than just the cover.

    By Spencer
      November 4, 2006 – 6:50 am   Permalink
  3. Thanks, Spencer. Helpful hints from Blurbarians like yourself go a long way toward helping others.

    You aren’t the only one wanting to look beyond the covers of our Bookstore books. Well, we’re going to do something about that very soon. Check back within the next couple of weeks and you should be pleasantly surprised.

    Let us know when your book comes in!

    By Kathy
      November 5, 2006 – 1:48 pm   Permalink
  4. Great site. I’m looking forward to getting my first Blurb book, once I pick out a set of photos to go in it. I’ve seen books that friends have made using other services, and it’s going to be great to see what yours looks like in comparison.

    I have one question that I haven’t found in the FAQ or on the blog yet. Will you ever make a Linux version of the software? I use a Windows PC at the office, but all of my home computers run Ubuntu Linux. So I can’t make Blurb books when i’m not at work!

    Thanks!

      December 11, 2006 – 9:19 pm   Permalink
  5. Snowflake – Great question. And I have an answer for you straight from product development: ” We do not have plans to offer a Linux version at this time. We will continue to assess the adoption of Linux on the desktop as a possible platform for BookSmart, but as a startup we have to focus on doing fewer things better, which means our product development efforts are best spent on delivering a great product to our Mac and Windows users.”

    By Kathy
      December 13, 2006 – 1:20 pm   Permalink
  6. I hope, too that you will consider Linux as a lot of people are leaving the windows platform. My computers at home run Linux and ubuntu as well and I couldn’t be happier. In fact, the “computer” guy is changing a lot of people over to linux and ubuntu’s free software.

    By Jeanine
      February 28, 2007 – 12:42 pm   Permalink
  7. Let me just say that the support team here is very helpful and will do what it takes to resolve your problems. While you probably won’t need to contact them directly, as the program and website are extremely user-friendly, don’t hesitate to call on them when needed! It may take a day or two to get a response, but the friendly and personal responses make it all worthwhile. They take a personal interest in your situation, and treat you as a person, and that makes all the difference in the world!

    By David
      April 10, 2007 – 12:58 pm   Permalink
  8. hi!
    love your site & excited to see the final product.
    I would love if there were a phone number I could call to talk to customer support, though.

    By meghan lambert
      June 13, 2007 – 3:48 pm   Permalink
  9. Hi Meghan,

    Here’s the answer straight from our FAQs:
    Does Blurb offer phone support?

    You’re not the first Blurbarian to ask this question, so we’d like to take this opportunity to tell you why we don’t offer phone support.

    You’ve probably called customer support centers only to punch in one number, then this button, then that button, only to wind up back at the main menu. You basically got nowhere fast. What we’ve done at Blurb is to fully optimize our customer support and create a powerful process around email. This allows us to track issues and prioritize them accordingly. Once your question is in our system, we’re able to provide detailed, technical information that is easier to convey in writing. Plus, email allows us to respond to folks around the world in different time zones effectively when we’re not here 24/7.

    Rest assured: You can expect a reply in one business day.

    Some more good news: The more you use this process, the smarter it becomes. The technology we use actually learns, and as a result, customers will get even faster and more efficient responses over time.

    By Kathy
      June 14, 2007 – 12:00 pm   Permalink
  10. I downloaded MyPublisher to make a book because of the review of it in the WSJ. It was had to use, so I went to fliker.com where I post photos and selected blurb for the book because the ad looked appealing. I reviewed the online info and really liked what I saw.

    So I downloaded the software and used it to do a 20 page photo album 7×7 soft cover. I liked everything Blurb has to offer but…..

    The software is GLACIAL!!!!!!! If anything, I am being nice!! I used the PC version which I guess is in beta. I had 30 photos and it took at least 30 minutes to load them into the software. Every thing I did had at least a five second delay.

    I did finally submit a book and should get it in a week or two (and can’t wait!)

    In summary, great product…but please fix the software.

      July 16, 2007 – 1:05 pm   Permalink
  11. Hi Chad – What you’re describing is definitely not the norm. Best to contact customer support so they can solve your problem.

    By Kathy
      July 16, 2007 – 2:56 pm   Permalink
  12. Hi

    I have a Mac 10.3 at home. Will your software run at all in it or is 10.4.x the bare minimum?

    By Farhiz
      July 17, 2007 – 4:34 am   Permalink
  13. Farhiz – This question is answered in our FAQs – Mac OS X 10.4.5 or later and you will be set.

    By Kathy
      July 17, 2007 – 9:10 am   Permalink
  14. I received my first hard-cover photo book today 7×7. I did it through Booksmart software on PC. I used darkroom theme. Hmmm, I’m not sure what to make of it. I mean it’s great I could organize my photos in a book which I produced the layout, but the quality of paper and print was disappointing. I used high quality images so that’s not an issue. The page paper was plain paper, and dark color wasn’t really black, it came out as if the printer was running out of black ink (black mixed with white, grayish spots). The photos came out over-exposed which was a total surprise to me! does blurb.com doctor the photos before printing? so my major disappointing was with the paper quality which probably caused the poor print quality. I wonder if I did anything wrong…

    any opinions?

    By adnane
      May 2, 2008 – 7:26 pm   Permalink
  15. While I love your product, I have a continuing concern about your use of UPS as your sole shipper. I can tell you from experience that UPS is extremely unfair to Canadian customers. They have a business practice of demanding unreasoanly high customs brokerage fees on delivery ofshipments (to be clear, these fees are over and above Canadian value-added taxes, which I do not object to paying). Example: on a recent Blurb shipment valued at $90, UPS dinged me for $23 in customs brokerage charges. You should be aware that a number of class action lawsuits have been brought against UPS in Canada because of this business practice. Many Canadians will refuse to order from suppliers who force them to accept UPS as a shipper.

    Would it be possible for you to offer US Postal Service as a shipping option for your Canadian customers? We would really appreciate it.

    By Gordon
      May 8, 2008 – 5:59 am   Permalink
  16. adnane – If you’re not happy with the outcome of your book, please contact our Customer Support team. Or, if you want to enlist the help of our Forums community to help you get your images just right, you just need to post your question.

    Hope that helps!

    ***

    Gordon – We’re looking into offering new shipping options for our Canadian customers, so please stay tuned!

    ***

    Everyone – This post will no longer accept comments (It’s nearly two years old!). Please drop us a line using our Suggestions box or the Forums.

    Thanks,

    Kathy

    By Kathy
      May 12, 2008 – 1:36 pm   Permalink
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