Infinity Publishing

Hello,We appreciate this author's concern. As Infinity Publishing moves through its merger with new partner company [redacted], we are also moving towards a quarterly royalty reporting system. This author has been made aware of this in a separate communication.If this author is not willing to move...

to a quarterly reporting structure and would like to terminate her agreement with us, she may do so at any time. However, as this author has been earning royalties since 2010, and all royalties reported have been paid to her, we will not issue any refund. Again, the author can feel free to terminate her agreement with us at any time. All that is needed to do this is for the author to submit a signed letter of intent, including the title(s) and ISBN(s) she would like to cancel.

From: [redacted] <[redacted].net>Date: Wed, Jun 3, 2015 at 12:39 PMSubject: Complaint #[redacted]: UpdateTo: [email protected] Re: Complaint #[redacted] against Infinity Publishing My order arrived today (6/3/2015), which resolves the main part of my...

complaint. Still unresolved: (1) Why it took 7 weeks from the day I placed the order (5/15) for the order to arrive, and (2) Why two emails and a Support Center message inquiring as to the status of the order were ignored. Regards,[redacted].net

AUGUST 3, 2017To Whom it May Concern,Infinity Publishing chooses to respond to this complaint as follows:The Author in question did pay the amount stated. He paid for the creation of his book, which was completed and for the creation of a CD-in-a-Book, along with distribution. His book was fully...

distributed with no issue to inventory at [redacted] until policies out of infinity Publishing's control changed the way [redacted] stocked their warehouses. Therefore, infinity will not be providing a refund to this author for the amount stated. In telephone conversations with this author and one recorded email, the problem was explained in-depth to him. (The email is included in this packet.) The issue with distribution lies with the type of book he sells. Infinity is one of the only remaining publishers that supports a CD-in-a-book format with any type of distribution.a. Recommended solution: The author should consider revising his agreement with Infinity and removing the CD-in-a-book function. We would be happy to, instead, place a QR Code or link in the back or front of the book allowing the reader access to the CD parts. Since this would eliminate the need for a CD, we could more fully distribute the book with no more distribution issues with [redacted]. The revision of the book would be free-of-charge for the author, but he would have to pay for a web or landing page and construct it for these purposes. Royalty statements are sent out to all authors monthly, and automatically through our accounting system. If the author is not receiving statements regularly, he should consider whitelisting [email protected] or he should contact his email service provider to insist that they allow mail from this email address through to ensure he receives statements. We have attempted to override this on our end multiple times, but his emall server continues to block us. I've attached the following items to ensure he has all information.a. A screen grab of his account page on our accounting system showing a previously confirmedsend-to email. This is the email to which all royalty reporting is sent. b. A copy of his LTD royalty statement including all checks also paid out.Book order: As we have not received PO's for this book in quite sometime, we had an extremely low inventory of this book. The replacements are currently finishing their printing process and will ship to Infintiy where the CD will be included. The author can expect a tracking number within the next 10 business days. Again, please keep in mind the many steps necessary to service a CD-in-a-Book, Print-OnDemand title.Please advise of the author's response.Regards,Marc HClient Services Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom it May Concern,Please be advised that I have spoken to this client. The CEO of Infinity Publishing has also spoken to this client. We have worked directly with this author to ensure the book production is back-on-track.We have now finished production of this book and have generated and sent...

a print book to the authorto approve.Please let me know if I can provide any further information.Regards,Marc H[redacted]Client Services Manager

AUGUST 3, 2017To Whom it May Concern,We've receive the response from the author. While we understand the author's concern, we do not process refunds on publishing packages based on 3rd party seller stipulation changes. When this author began working with Infinity, [redacted] stipulations were quite different than they are now. We cannot control these stipulations.The Author is welcome to cease work with Infinity Publishing and locate another publisher, however, Infinity remains one of the last Publishing Groups to offer any type of distribution on a POD basis for books that include CDs,As stated in previous communication, wc arc happy to provide the author a free revision round to inserta OR code and website address of the author's choosing into the book for readers to find the CD content. This will ensure that the book can be distributed properly and all orders will be fulfilled in a faster manner, as per our typical operating procedures.Regards,Marc HClient Services Manager

From: [redacted] <[redacted]@[redacted].net>Date: Wed, Jun 3, 2015 at 12:39 PMSubject: Complaint #[redacted]: UpdateTo: [email protected] Re: Complaint #[redacted] against Infinity Publishing My order arrived today (6/3/2015), which resolves the main part of my complaint. Still unresolved: (1) Why...

it took 7 weeks from the day I placed the order (5/15) for the order to arrive, and (2) Why two emails and a Support Center message inquiring as to the status of the order were ignored. Regards,[redacted]@[redacted].net

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:It is not just the one fact of [redacted] not carrying the book, it is the poor communication, the fact I ordered books and after 3 months only received 2 of them and had to open a case for a refund. I call numerous times and never reach a human or get a call back. I haven't received a royalty form in 2 years.There are a lot of reason I want a refund or at least partial.F rating on the Revdex.com says it all.I want at least half my money refundedor next I go to small claims court.Thank you
Regards,
[redacted]

---------- Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, May 12, 2015 at 9:45 AMSubject: Fwd: complaintTo: [redacted]@myRevdex.com.org---------- Forwarded message ----------From: [redacted] <[redacted].org>Date: Tue, May 12, 2015 at 2:06 AMSubject: complaintTo: [email protected] have a complaint filed against Infinity Publishing of  Conshohocken, PA for non-delivery of a book order.   I have settled this complaint with the vendor to my satisfaction and wish to formally withdraw the complaint.
 
Can you give me a complaint number and instruct me how to proceed.
Thank you.
[redacted]
Renton, WA [redacted].org

Review: After spending over $900 for 25 copies of a book, I have not received the books nor am I able to contact anyone at the business. I have left numerous messages with all my contact information and no one has contacted me. They did charge my credit card.Desired Settlement: I would like to know when I may expect delivery of the books and to confirm this business does indeed exist!

Business

Response:

We have searched all of our records and systems. We have no record of this order, can we please have a copy of the credit card statements showing the charge?

Review: I paid close to a thousand dollars to have a book published. Due to circumstances beyond my control and an inability to reach the original contact I decided I wanted my money back. Several weeks ago I finally found a working number and over the course of several days was told I would be recieving my refund once they cleared the transaction with thier CFO. Now several weeks later I keep getting the runaround. People not in and my calls forwarded to voicemail. I am currently running for statewide office in Ct and the money will be better suited towards my getting elected (not that that is any of their business). I hope this matter can be resolved immediately. Thank YouDesired Settlement: ASAP

Business

Response:

A Refund check for the full amount was issued to [redacted] on the 9th of July following a conversation with our VP.

I'm a public speaker who speaks regularly at associations and conferences. At these events, I sell copies of my books. I also conducted workshops, and at these events. I use these books as actual content for the workshop participants.
A month ago I ordered copies of my book, knowing that, from past experience, is a three-week turnaround time. That turnaround time ended last week. I have conferences coming up in five days, and I need those books for my conferences. I wrote infinity publishing and ask them when my books for.
This is their reply:
"I have looked into this situation, as we have been running on-time for orders currently.
It seems that when the order was sent to the printer, the process was started, but somehow the order was overlooked. We have corrected the error with the printing facility. Please allow 1.5 weeks for the order to print and ship.
As an apology for the time you have lost, I am crediting your account for five free books on your next purchase."
Now, I have these events coming up and no books. Sales of these books is important to me as I'm a senior and live on a fixed income. I also need these books as "content" for workshops and have workshops coming up, and now have no content. This will certainly affect my reputation.
I spoke with a CSR today and there's nothing you can do. I don't want to credit, or free books. I want what I ordered, on-time.
Working with infinity publishing has been a nightmare ever since I started the process.
Buyer beware.

Review: Infinity Publishing has failed me in several areas, including customer service and delivery of product. Buyer beware! The company was recommended by a friend several years ago, yet after spending $1000.00 to have my book published and distributed, I've received only 4 updated copies from [redacted]. The book continues to be listed as "out of stock" although I recently paid $249 for "expanded distribution". No one will return my phone calls or emails... my messages go directly to voice mail. I've wondered if the company is still in business, yet I recently received an online advertisement for their company's services. They were certainly eager to have my business back in December 2013! I have family and friends waiting for copies and several book clubs who have asked me to speak. How can I promote a book that isn't available anywhere? Is this the usual way Infinity does business? If so, I'm very disappointed.Desired Settlement: I'd like Infinity to respond to my inquiries and print and publish [redacted]. They promised to make my book readily available through [redacted].com and [redacted].com. It isn't. If the company can't provide these services, I'd like to have a refund of the payment for expanded distribution and a release of the manuscript, so I can find a reputable publisher who will provide the services I thought I was paying for. [redacted]

Consumer

Response:

[redacted]

1:33 PM (6 minutes ago)

to me

Dear Revdex.com,

I was finally able to have contact with someone (Laura W[redacted]) at Infinity Publishing a few days ago. She agreed to contact [redacted] Press and see what was the delay was. According to Laura, that agent had made an error and didn't designate my book as active after it was vetted. I don't know the process, but finally both [redacted].com and [redacted].com have listed the book as available rather than "out of stock" and I've been notified of a future delivery date of copies ordered.

I think Infinity Publishing could do better in the customer relations department, but I am satisfied with the outcome.

Thank you very much for considering my complaint.

Sincerely,