Ordered 15 books in color. This transpired:


Congratulations JoWilkinson Hale! 05/28/2010 1:05 PMYou have successfully published "THE GRAVELED ROAD" on Lulu. As a next step, we recommend ordering a proof copy to evaluate your final work. Purchase a copy of "THE GRAVELED ROAD" >

Order Receipt #4266605 05/28/2010 1:26 PM


Thanks for your order from Lulu!Dear JoWilkinson Hale, Order Date: Fri, 28 May 2010
Order Number: 4266605
Order Total: $319.04
Shipping Address Billing Address Payment Method
Jo Hale541 S AyrshireCrosbyton, TX 79322United States806-675-2469 Jo Hale541 S AyrshireCrosbyton, TX 79322United States806-675-2469 MasterCard XXXXXXXXXXXX8193
Item Quantity Total Price
THE GRAVELED ROAD Print-ready copy was in color(Printed, Version 1) That’s all that existed on this date 15 $290.55


Subtotal
$290.55
Shipping
$28.49
Total
$319.04


Chat Started: 06-11-2010 17:37:16
Chat Log:
Balaji: Hi Jo
You: hi
Balaji: Thank you for choosing Lulu! We (and our authors) appreciate your business.
How are you doing today?
Balaji: I am looking into your question
You: I’m mad as hell!
Balaji: I am sorry that your order did not arrive as you would have expected
Balaji: I apologize for the difficulties you are encountering
Balaji: Pardon us for that
You: I am the author
Balaji: Is it possible for you to send us a digital image (either a scan or a photo) of the problem?
Balaji: With the image we would be able to determine where the problem is and be able to correct this more efficiently
Balaji: After seeing the image we will reorder for you with no additional ocst
You: you have the book
You: look inside its b/w
Balaji: I am asking the digital image of the books you received from Lulu today.
You: not color
You: i dont know how
Balaji: Just take a camera and take the photo of your inside of the book
You: the covers ok
Balaji: Just take a camera and take the photo of your inside of the book
Balaji: I will now send an email you just send the file
You: ok I want color!
Balaji: After seeing that image we will provide you a color book with no additional cost
You: i ordered 15
Balaji: We will replace it with no additional cost
You: all?
Balaji: Yes
You: ok do you want these back?
Balaji: No we dont want these back
Balaji: Could you please hold on so that I can send you an email?
You: Yes
Balaji: Thank you for your patience
Balaji: I have sent an email
Balaji: Please look at it
You: hold
Balaji: I have send it to [email protected]
You: ok thanks!
Balaji: Please revert with the digital image so that we can look into it and process your orders
You: ok
Balaji: Is there anything else I can help you with today?
You: no

Chapter 10.jpg is from the 15 books received today. Chapter 10.doc is what it's supposed to be. Also, a transcript of your agreement is attached. Thanks! Jo Hale


----- Original Message -----
From: Balaji
To: [email protected]
Sent: Friday, June 11, 2010 4:33 PM
Subject: [ ref:00D56zQ6.50059L7hn:ref ] Case 00433425
Dear JoWilkinson,
Thank you for contacting Lulu support.
I am sorry that your order did not arrive as you would have expected. Is it possible for you to send us a digital image (either a scan or a photo) of the problem? With the image we would be able to determine where the problem is and be able to correct this more efficiently.
Note: Please do not upload any individual images larger than 5 MB, or multiple attachments totaling more than 10 MB. Our system will remove attachments that exceed these limits
Please contact us if you have any queries
Thank you,
Balaji Balaji, Lulu Enterprises, Inc
ref:00D56zQ6.50059L7hn:ref


--------------- Original Message ---------------
From: Balaji [[email protected]]
Sent: 6/14/2010 9:46 AM
To: [email protected]
Subject: [ ref:00D56zQ6.50059L7hn:ref ] Case 00433425
Dear JoWilkinson,

Welcome back to Lulu.

Thank you for sending the files to me.

I will now move your case to the print department. They will look into your case and they will assist you further in resolving your issue. If you have any queries please get back to me. I will be happy to assist you.

Thank you,
Balaji Balaji
Lulu Enterprises, Inc

Belaji: I want to be certain that you understand the scan I sent to you yesterday is to show that the entire book has no color (not just that page only). I want it all, the entire book including Appendices, in color. Jo Hale


----- Original Message -----
From: "Nick S" <[email protected]>
To: <[email protected]>
Sent: Thursday, June 17, 2010 6:17 PM
Subject: RE: [ ref:00D56zQ6.50059L7hn:ref ] Case 00433425

Hi Jo,

Thanks for contacting Lulu Support and I apologize for the issues with your order. I've reviewed the case and see you've received the books in black and white. I looked at the files and everything should have been in color. Did all 15 books have the same issue? I can reprint these for you but I need a photo of all the books together showing the problem. We use the pictures in lieu of a return and this allows us to send a reprint through right away. Let me know if you'll have any trouble with the photo.

I'm truly sorry for the issues but we definitely will send new books out for you as this looks like a problem at the press.

I'll watch for your email. Let me know if you have any questions in the meantime.
Thanks,
Nick S
Lulu Support
Hello:
Nick, here are 3 different photos taken with my phone camera. They are not very good quality but it's all I have. I'm sure you understand that the photo does not show all the defects together but is merely showing the defects to the opened pages. There are defects on every page that was supposed to have color because there is none inside the book at all.
Thanks! Jo Hale

--------------- Original Message ---------------
From: Goodwin [[email protected]]
Sent: 6/17/2010 9:39 PM
To: [email protected]
Subject: Re: [ ref:00D56zQ6.50059L7hn:ref ] Case 00433425

Hello Nick S:

I'm not sure what you want in the photo. Do you want each book opened to a page that should be in color? Yes, all the books are black and white and exactly the same. I sent a picture of one page. Do you want the same page in all books together in one picture? We have possession of 14, having loaned one. If you want that one, it will have to be mailed to me. There are not many pages in the book that should not have any color. There are 2 Appendices in the book where color is essential on every page to show the age of the letters (60+ years). Please be more explicit in what you want and, if 14 will do, I can do tomorrow. Thanks! Jo Hale

----- Original Message -----
From: "Nick S" <[email protected]>
To: <[email protected]>
Sent: Friday, June 18, 2010 1:25 PM
Subject: RE: Re: [ ref:00D56zQ6.50059L7hn:ref ] Case 00433425

Hi Jo,

Thanks for getting back to me. The 14 copies will work fine. Just lay out all 14 books open to show a page that should be in color. You can overlap the books a little as long as the picture shows. We just need a single photo with all the defects together. Sorry for the extra work but we can reprint right after we have the photo.

Thanks,
Nick S
Lulu Support

Nick S [email protected]
Monday, June 21, 2010 11:14 AM
[email protected] [email protected]
RE: Re: Re: [ ref:00D56zQ6.50059L7hn:ref ] Case 00433425
Hi Jo,

Thanks for getting back to me. It looks like you have the books set out fine but we can't tell what color they are or the pages they are opened to. Would you be able to try getting one more picture that is in focus a little? Were all the inside pages black and white? The photo will be passed to the printer and logged as a defect and they just need to be able to see the pages.

Sorry for the extra work. Let me know if you can send another picture.

Thanks,
Nick S
----- Original Message -----
From: Nick S
To: [email protected]
Sent: Friday, June 25, 2010 11:54 AM
Subject: RE: Re: Re: Re: [ ref:00D56zQ6.50059L7hn:ref ] Case 00433425
Hi Jo,

Sorry for the confusion on the pictures. We just looked further into the file and I apologize we didn't see this earlier but the order you placed was for version 1 of your project. This project was ordered as a black and white book. The books you received were printed correctly. The price on your order was $290.55. The price for 15 of the color books would have been $826.50. I see you've created a revision of the book and changed it to full color. This is where we got confused at first. In this case we are unable to replace the books because they were printed correctly.

Sorry again for the confusion and inconvenience. Let us know if you have any questions.

Thanks,
Nick S
Lulu Support

Sir:
You're totally incorrect. I made no such revision until after I received the following from you:
" ----- Original Message -----
From: "Nick S" <[email protected]>
To: <[email protected]>
Sent: Thursday, June 17, 2010 6:17 PM
Subject: RE: [ ref:00D56zQ6.50059L7hn:ref ] Case 00433425
Hi Jo,

Thanks for contacting Lulu Support and I apologize for the issues with your order. I've reviewed the case and see you've received the books in black and white. I looked at the files and everything should have been in color. Did all 15 books have the same issue? I can reprint these for you but I need a photo of all the books together showing the problem. We use the pictures in lieu of a return and this allows us to send a reprint through right away. Let me know if you'll have any trouble with the photo.

I'm truly sorry for the issues but we definitely will send new books out for you as this looks like a problem at the press.

I'll watch for your email. Let me know if you have any questions in the meantime.

Thanks,
Nick S
Lulu Support".

----- Original Message -----
From: Nick S
To: [email protected]
Sent: Friday, June 25, 2010 11:54 AM
Subject: RE: Re: Re: Re: [ ref:00D56zQ6.50059L7hn:ref ] Case 00433425
Hi Jo,
Sorry for the confusion on the pictures. We just looked further into the file and I apologize we didn't see this earlier but the order you placed was for version 1 of your project. This project was ordered as a black and white book. The books you received were printed correctly. The price on your order was $290.55. The price for 15 of the color books would have been $826.50. I see you've created a revision of the book and changed it to full color. This is where we got confused at first. In this case we are unable to replace the books because they were printed correctly. Sorry again for the confusion and inconvenience. Let us know if you have any questions. Thanks,
Nick S Lulu Support

You could not possibly have been looking at the revision because it wasn't there on June 17th. I published on May 28, 2010, at 12:33 PM and I ordered 15 copies at 1:22 PM, all of which was based upon a downloaded print-ready file which was in color. I received the books in black and white on June 11th. and I immediately got a live chat with Balaji, a transcript of which is attached. He, and you in your e-mail of June 17, 2010, assured me that the 15 books would be replaced at no cost to me, before any revision was made.

You: "We just looked further into the file and I apologize we didn't see this earlier but the order you placed was for version 1 of your project."
Me: There was no other version and it was represented to be color by both of you!

You: "The price on your order was $290.55. The price for 15 of the color books would have been $826.50."
Me: So, you made a mistake in pricing? Eat it, but honor your word!

You: "I see you've created a revision of the book and changed it to full color. This is where we got confused at first."
Me: You weren't confused at first. You took full responsibility for your error. The revision was only made when I decided to go general instead of private.

You: "In this case we are unable to replace the books because they were printed correctly."
Me: I contend that you made the error and even agreed to correct it. Now you are attempting to welsh on it. I have a special occasion on July 10th. for which I wanted the books, in color, and this mess-up has caused me a great deal of stress! However, before I turn it over to my credit card company on Monday, June 28, 2010, I'll make this final compromise offer: Send me 10 books in color so I'll have them in my possession by July 10, 2010, I'll keep the black and white and I'll authorize an additional $100.00 charge on my credit card.

Jo Hale