Comments on: Diesel eBooks: E-book standards would help ‘e’ stand for ‘easier’

By: David Rothman

David Rothman — Sat, 23 Aug 2008 13:32:48 +0000

Bola: Diesel’s Scott Redford strikes me as an honest, well-intentioned guy who has the usual tech glitches. Keep us posted, but I’m 99 percent sure you’ll get good results in the end. I’ve e-mailed him your complaint. Just this morning I bought a book from Scott in eReader format, and his site worked fine. Also, the site came up immediately when I tried it just two minutes ago.

Everyone: If you’ve got a problem with Diesel, e-mail me and I’ll personally forward your complaint to Scott.

Thanks,
David

By: Bola Owoade

Bola Owoade — Sat, 23 Aug 2008 10:00:09 +0000

I bought a book from Diesel almost 6 weeks ago. I have not been able to download it. I tried connecting to the site this morning and can’t access the website. It displays a messages that says, ’service not available, internal reason-132′, personally i don’t thimnk they are a very helpful or good business. If possible i want a refund for the book i bought from them since i have not been able to download it.

By: Diane Tayman

Diane Tayman — Thu, 21 Aug 2008 17:34:45 +0000

Thank you.

By: Scott Redford

Scott Redford — Thu, 21 Aug 2008 17:06:06 +0000

Diane, I think maybe our emails are getting snagged by your spam filter? I totally understand how this can happen. We have our own for incoming to the service center and every once in a while a “good guy” gets filtered so we’ll double check this as well. At this point, I’m going to email you directly so we can accelerate resolution as I appreciate your frustration. We’ll make sure you are taken care of.

By: Diane Tayman

Diane Tayman — Thu, 21 Aug 2008 12:22:00 +0000

Dear Scott: The link you gave me above is the same link I have used to access Customer Support for the last 8 emails but I don’t think you all are getting my emails. Because there is no reply to me. The only reply I received from Diesel is when I ordered the book on Aug 7. Is there any other way I can access Customer Support?

By: Scott Redford

Scott Redford — Wed, 20 Aug 2008 01:27:08 +0000

Diane,

I’m sorry to hear of this. We searched our customer support area for a ticket but saw none? Please let us know of your issue here:
http://www.diesel-ebooks.com/support/index.php?action=ticket_submit.
I will personally oversee a timely resolution. While 90% of all download issues are caused by settings on the customers computer, we feel it is our responsibility to assist in troubleshooting these settings. We’re the only eBook provider with an automated troubleshooter and the only ebook store with a free real-time ebook download simulator for each of our formats. While the thousands of books each week download without a hitch (Our month over month growth continues) , we make mistakes and we try to respond to customers in hours, definitely not days. Email SPAM settings can sometimes give the appearance we are ignoring customers and that is a frustration on both ends.

Tele-service has not proved to be a viable offering for any of the major players due to price points in our business. The Holy Grail would be some type of application that can pull all of the customer’s settings that could adversely effect a download (eg: Reader software version, firewall settings, internet connection, OS environment, Browser settings, etc….) and immediately feedback the problem and solution, but we are not there yet….yet.

By: Diane Tayman

Diane Tayman — Tue, 19 Aug 2008 19:14:11 +0000

I have been trying to get a response out of them since August 7, they sent me a corrupted file and they accepted my credit card but are not responding to my emails. I think they have gone out of business and they do not have an address or telephone number with 411 in Richmond. I ended up having to go to Borders to get my book.

By: toni

toni — Fri, 20 Jun 2008 21:42:49 +0000

Hey - what’s up with Diesel Ebooks. I have been trying to connect for two days. Can’t be reached. That is a lot of downtime. Anybody else having the problem?