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More Explanation …

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Hey all. I am aware of  the book issue. MY REP is aware of the book issue. But instead of telling me you can’t get the book – since I know and can’t control it – the best you can do is LET AMAZON KNOW AND TELL THEM THE CORRECT BOOK IS ON FILE – if they would stop pulling it from sale.  The problem is fixed. Every time someone calls because they have the original file, a customer service rep pulls it off sale until they can have their team go in and investigate that the file is ok. And if you can’t download new ask them to walk you through, don’t just complain about getting wrong book which only leads to the pulling from sale cycle all over again. I don’t know how to explain better than that. And I am SO sorry.

17 thoughts on “More Explanation …”

  3. Doncha just love Customer Service reps who don’t listen? I think I’ll go “tawk” to one now…. :alien:

    Hang in there, Carly! Even this won’t make us miss Decklan!!!!!

  7. I called Amazon this morning to get mine corrected. They were very helpful and now I have the correct book

  9. Lots of hugs and love to you, Carly. I’m so sorry that you have to go through this. I wish I could help you more! It’s a great book! Be patient, everyone. Listen to what Carly says 🙂

  10. I called Amazon and they refunded my money but said they did not have the correct file and for me to wait a week or so then purchase the book again!!!!!!!!!!! I am ready to read your book!!!!!! :wtf:

    • :flagwave:
      SAME THING HERE!!!
      I AM SO TIRED OF THIS.
      I WILL TRY ONE MORE TIME…..
      THEN I WILL PULL OUT THE REST OF MY HAIR.

      :crying:

    • Thank you for being patient. We truly understand how frustrating all of this is. We’ve had the proper file loaded to Amazon, it’s just a matter of getting the updated version to your device.
      First, you can try this.
      1. Remove the book from your device.
      2. Log into Amazon and go to Manage Content and Devices.
      3. Click settings.
      4. Scroll down and ensure that your Automatic Updates
      5. Hit Sync on your device
      6. Then redownload the title and see if it has been corrected.

      If that doesn’t work:
      You can contact Amazon customer support here: https://www.amazon.com/gp/help/customer/contact-us/175-9422637-3090636?ie=UTF8&language=en_US&nodeId=508510&ref_=pe_584750_33951330_cu_si_noauth&skip=true

      Please let them know that the correct file has been loaded to Amazon and that the update did not push to your device. We ask that you not just say you have the wrong file, or they will create another investigation and take it off sale. Please just let them know the issue has been fixed via Amazon already but that your copy is not updating. They will be able to help walk you through getting an updated version to your device.

      Thank you for being understanding during this trying matter.

      Nicole Kuhn
      Personal Assistant to
      New York Times
      Bestselling author Carly Phillips
      carlyphillips.com

  11. The whole process took 5 seconds, seriously! Most of my time was ‘splaining I am not an idiot. Yeesh. But THANK YOU for the above post! I was able to make that clear at the very beginning of the call. And like I said: 5 seconds! Now, if you will excuse me, I have a book to read…. :cheerleader2:

  12. Thanks for keeping us in the loop. I know that this has been one gigantic PIA but we are sticking to you like peanut butter and jelly.
    I tried doing what you suggested and it did ok but the call to Amazon Kindle support did the trick. They were very patient and kind throughout all of this so I say forget about it. It is what it is. I am so thrilled to be half way through this book that I am almost turning handsprings! Your personal cheerleader’s are we, your beloved readers!

  13. I still have the wrong file on my account. I called amazon and told them because I saw that it was for sale now, when it wasn’t yesterday. They refunded me and I reordered it. Its still the wrong one so I will just wait to read it until they update the file 🙁 I hope they hurry!

    • Thank you for being patient. We truly understand how frustrating all of this is. We’ve had the proper file loaded to Amazon, it’s just a matter of getting the updated version to your device.
      First, you can try this.
      1. Remove the book from your device.
      2. Log into Amazon and go to Manage Content and Devices.
      3. Click settings.
      4. Scroll down and ensure that your Automatic Updates
      5. Hit Sync on your device
      6. Then redownload the title and see if it has been corrected.

      If that doesn’t work:
      You can contact Amazon customer support here: https://www.amazon.com/gp/help/customer/contact-us/175-9422637-3090636?ie=UTF8&language=en_US&nodeId=508510&ref_=pe_584750_33951330_cu_si_noauth&skip=true

      Please let them know that the correct file has been loaded to Amazon and that the update did not push to your device. We ask that you not just say you have the wrong file, or they will create another investigation and take it off sale. Please just let them know the issue has been fixed via Amazon already but that your copy is not updating. They will be able to help walk you through getting an updated version to your device.

      Thank you for being understanding during this trying matter.

      Nicole Kuhn
      Personal Assistant to
      New York Times
      Bestselling author Carly Phillips
      carlyphillips.com

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