WaveCloud Corporation

This is the first time this matter has been brought to my attention. *** takes customer satisfaction very seriouslyWe strive to make every customer delighted and have a star rating on *** ***I will be looking into this matter and responding directly to this customerIf a
refund is warranted, we will certainly provide that

BookFuel is a service provider who supports self-published authors. We provide services for hire and our customers (the authors) maintain full ownership of their book and receive 100% of net sales proceeds. Unlike traditional publishers, we provide a service to assist authors to create a marketable...

book. The author is the “publisher” and owner of their book and business. BookFuel takes customer satisfaction very seriously. We strive to satisfy our customers and we continually receive among the highest reviews by our customers in the industry. Regarding this customer’s complaint, the facts are: Customer purchased a publishing package from BookFuel in December 2015. Customer paid $1876.00, rather than $3000.00 which was stated in the complaint. BookFuel completed services which resulted in customer’s book being distributed on [redacted] and other channels in January 2017. Customer signed off on these services. Customer’s purchased services included BookFuel placing orders for 10 copies of her book through a third-party printer – [redacted] The 10 books were delivered in January 2017 and the customer accepted receipt at that time. This concluded BookFuel’s services for the customer. ·       The books were not damaged at time and author accepted receipt of the books. ·       We have had no other complaints about damaged books from over 1000 other satisfied authors. In June, nearly 6-months later, the customer complained about the quality of the books.BookFuel, on her behalf, filed a service request with [redacted], the printer of the books.[redacted] informed us that they have a 90-day warranty period on their books and that this claim was well beyond the warranty period.We informed the author of this and offered to re-order 10 copies of her book at wholesale discount pricing, but since we were not the printer, we could not pay for the 10 additional copies.We provided [redacted] contact information to the author so she could discuss her claim directly with the printer.BookFuel successfully delivered all services, which the customer signed off on, in January 2017.As previously stated, BookFuel seeks to satisfy our customers and we receive among the highest quality ratings in the industry. However, in this situation, we cannot be held responsible for a third-party product and we believe the customer's claim was significantly beyond a reasonable timeframe.