Last week, I put an updated Rose Gardner Mystery box set on sale for $0.99. The original file contained the first two books. The updated file contains three books and a novella.
The new file was uploaded on January 2. When you upload new files to Amazon (KDP) or Barnes & Noble (NookPress), you can view the new files and how they will look on the designated reading device. I checked both sites and verified the all three books and the novella were uploaded.
The box set went on sale January 6.
I had great sales of the box set during the week and then ran a BookBub ad on Friday, January 10, which resulted in thousands of downloads across multiple retail sites. The box set hit #1 on Barnes & Noble.
On Monday, I went to the Barnes & Noble product page for the box set to see why the ratings were low. I was HORRIFIED to discover that readers were upset they had only received two books instead of the four listed on the cover and in the product description.
My immediate reaction was that I had screwed up the file upload somehow, but when I viewed the book on Nookpress it showed that the file being sold contained all four titles, even if that wasn’t what readers were getting.
I immediately tried to resolve this issue by conducting a live chat with a NookPress representative. It was a complete waste of time. He told me that he couldn’t help me and that I would hear back from the business department in two days.
When I expressed my frustration and dismay over this lengthy delay in addressing the matter, I was told “I apologize for the inconvenience.” And that was it.
That was ridiculous. I wasn’t going to let readers to continue to download an incorrect file, so I reuploaded the same file, hoping it would shake things up and start sending the correct file.
This morning–two days later–I received an email from Barnes & Noble stating that there is no problem. The file contains four books. Case closed.
And Barnes & Noble wonders why they are going out of business.
If you are a reader who only received two books in your file, please accept my sincere apology. I’ve had a couple of sleepless nights over this issue. I am trying to do everything in my power to make sure you got what you paid for. I will post an update when I receive one.