Monday, June 13, 2011

MyPublisher.com Woes

While self-publishing & photo book creation has come a long way with the advent of the Internet, sometimes things go astray.  Technology can be vexing and even more so when the humans behind it act as cold and heartless as their software.  Here is a heartbreaking tale of such a scenario about MyPublisher.com from my friend Sarah.

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Hi Kali,
Do you have the ability to post a review far and wide somehow?  I just had the most horrendous experience with one of the companies that was highly reviewed in the online posting you sent.  (Which was a great article!)  I have no idea how to "get the word" out about this online, but if there is a good way that doesn't take too much time, please let me know.

After sinking HOURS and HOURS of time into Mika's Father's Day project, the software hit a glitch and erased everything I had been saving along the way.  I just spent the last ten minutes crying my eyes out like a little girl since time is something I haven't had a lot of recently, and so to lose something that will take me months to build again is just devastating.

Here's what I just wrote about it to the guy who posted the review you sent me.

Hi there,
I really appreciated the detailed and thoughtfully written review of photo books.  Thanks!  Based on your article, I selected MyPublisher for a large project I am working on.  Near the end of the project after I had invested MANY long hours, the program froze momentarily.  Then, 99% of all my work disappeared.  It didn't quit.  I didn't get error messages.  I contacted MyPublisher immediately (spoke with supervisor Scott) and was told that "it sometimes does that" on computers with less than 2GB of RAM.  

I use many page layout and audio sound editing programs on this computer without problems.  No where on the website was it made clear of the system requirements for MyPublisher before I got started.  There was no way to recover all I had lost.  In addition, MyPublisher was unwilling to work with me in any way to make things right.  They did offer to "extend a coupon" for a discount I would have already been receiving had their program not crashed, but they wouldn't do anything beyond that.  It's the same discount anyone can get - and I would have, too, if their program hadn't lost everything on my computer today - so I didn't feel it was appropriate level of "we're sorry" for the massive amounts of time, heartache, and missed deadlines their software has caused me.  

I was hoping they would print my project - a single book - free of charge.  No deal.  After that, I asked that they disclose the 2 GB issue more prominently on their web page to save other people this outcome. They did not offer a comment or agree to do so to.  I am extremely disappointed by this company.  I would love it if you could post my experience as a follow up on your blog so that other people might use my experience as an additional tool for evaluating if MyPublisher is really the right choice for them. Thanks so much for considering.

Sincerely,
Sarah

11 comments:

Mike Blyth said...

You have to be very careful with MyPublisher. Besides the problem you mention, the software does not even store your work in an ordinary file anywhere on your computer! I just looked for a book I did over a year ago and the MyPublisher told me that the problem was I had changed computers. Yes, but I transferred all my data! No matter, the source data is not in a user file but stored in bits somewhere else (there are traces of current books in C:\Users\{user}\AppData\Roaming\MyPublisher.

It's incredible that a program that has been around this long lets its users down so badly. Still, they make good books (if too contrasty). So I guess I'll try again. Note that you can't "save" your work as you go along, but there is the option to export it. I'm not sure that the exported version imports perfectly again, -- can't assume it with this program.

Red said...

I am in the middle of this horrow now. Doing a High School Band Year Book and the first 40 pages(and hours of work) went fine, now I spent the same amount of time trying to get the last 10-12 pages done- I can not get past the 46-47- it freezes up and will not let me move pics into the book...sent them a note to ask for help, praying I dont have to start this over.....

fit BOB said...

My publisher has been the PITS!!!!!!!!!!!!

I have been trying to get 3 books uploaded for almost 3 weeks. DONT waste your time with them. I wish I had started completely over with another company. They gave me other options for uploading that did not work either. Finally...by fluke...two of the books finally uploaded. After 10 more days...the 3rd book still will not upload. I sent a disc to them that was supposed to arrive to them on Monday. Still have not heard back from them. Their computer problems are going to cost them their business. I want to advertise this on FACEBOOK! I am furious!!!!


fit BOB said...

Worst customer service EVER!

Their computers can obviously not handle the workload. I have been attempting to upload 3 books for 3 weeks. I have never had this problem with another publisher before. I have been on the phone with customer service countless times...they know me by name and even say "OH you still haven't got that resolved" Uh NO! Finally 2 of the books miraculously uploaded....but I couldn't tell you how because I had done it 150 times the same way. Now after another week of trying....the 3rd book was sent to them by disc. I was supposed to hear from them yesterday when they received it.... NOTHING YET! THEY SUCK!!!!!! I am so angry that I have allowed them to waste so much of my time. I should have started over.......NEVER USE THEM!

New Orleans Work Team said...

I'm having a terrible experience with their software. I spent hours and hours putting together a book which was to be a gift. Because the images were many different proportions and sizes I was using the more "MyStyle" function to customize it. It worked for 20 pages, then suddenly I couldn't move the photos any more, or change their sizes.
Customer Service was no help and to my mind, was rude. The guy on the telephone kept interrupting me, trying to tell me what my problem was before I could tell him.
So then I tried the "Chat" version of HELP. Whoever was "chatting" with me disconnected the communication before I was able to report what happened when I did what he/she suggested. After that happened TWICE, I gave up on the whole project! DAYS and WEEKS of work down the tubes!

MommytoCoandAl said...

I am beyond distressed with my publisher. maybe it was my own wishful thinking. 2 years ago, I had time on my hands and created 36 books. yes, 36 books. 9 years worth of books. They took up a lot of space on our computer so I exported them to our external hard drive. I tested a few by importing them and making sure they were looked like they were supposed to look (they did). So yesterday, I decided to import a few to order them. OMG. They appeared to import. They are all around 1.0 GB in size. They have a .dime extension. The book opened and page count made sense (85 pages). There were my captions. Lovely to walk down memory lane. But oh no!!! All my photos are invisible!!!!!!! They are not there.

I spent 45 minutes chatting with a real person on my computer today. He was baffled.

Now I have been on the phone for 45 minutes with a complete moron who cannot help me but is presently asking me all types of information about my computer, memory availability, mothers name, dog's name in order to relay all this information to technical support so they then can call me in the next 72 years. (think he said hours). I am still on the phone with this person who cannot help me and has to relay my information to someone in tech support. Yay. I get to wait for them to call me back and get to tell the story all over again for the third time. I am beyond frustrated that I made 37 books and wasted days of my time. Finally off phone. Tech support may or may not call. Sorry to vent. I hate them. And yes, I have the same computer, same external drive, original photos are in mac library. If anyone out there has any suggestions, I would be eternally grateful.

MommytoCoandAl said...

I am beyond distressed with my publisher. maybe it was my own wishful thinking. 2 years ago, I had time on my hands and created 36 books. yes, 36 books. 9 years worth of books. They took up a lot of space on our computer so I exported them to our external hard drive. I tested a few by importing them and making sure they were looked like they were supposed to look (they did). So yesterday, I decided to import a few to order them. OMG. They appeared to import. They are all around 1.0 GB in size. They have a .dime extension. The book opened and page count made sense (85 pages). There were my captions. Lovely to walk down memory lane. But oh no!!! All my photos are invisible!!!!!!! They are not there.

I spent 45 minutes chatting with a real person on my computer today. He was baffled.

Now I have been on the phone for 45 minutes with a complete moron who cannot help me but is presently asking me all types of information about my computer, memory availability, mothers name, dog's name in order to relay all this information to technical support so they then can call me in the next 72 years. (think he said hours). I am still on the phone with this person who cannot help me and has to relay my information to someone in tech support. Yay. I get to wait for them to call me back and get to tell the story all over again for the third time. I am beyond frustrated that I made 37 books and wasted days of my time. Finally off phone. Tech support may or may not call. Sorry to vent. I hate them. And yes, I have the same computer, same external drive, original photos are in mac library. If anyone out there has any suggestions, I would be eternally grateful.

Melanie said...

Funny how customer service appears baffled each time their software crashes and projects won't upload to order them. Five years ago my husband bought me a $100 gift card to My Publisher, and I have yet to be able to use it. I keep thinking that after 5 years and with upgrades on their app and upgrading to a newer, faster Mac Book Pro, that surely they would have worked out these glitches by now. I should have learned my lesson and just taken the $100 as a loss. (No, they won't refund.) I don't know how many hours I've spent trying to create new photo books on their stupid app that crashes constantly and in the end won't upload books to purchase. If you are on a Mac, do yourself a favor and do NOT bother with My Publisher no matter how good a deal they happen to be running! Stick with iPhoto for much less stress and time.

Rosario said...

I really love My Publisher but the next to last version made my computer crash. A techie had to fix the computer and advised me to please not place the program on my computer.So if I want to make a book Ill have to do it in an office depot I guess. I never had the problems you mention of losing too much stuff because I constantly order books so the ordered books are available online. I would advise the lady who has a voucher to make a really simple book with one photo per page at a desktpp or laptop computer on a kinkos or office depot or library...the published book is really loveky especially with glossy pages

Antares said...

I've made a few really nice photo books with MyPublisher before my first computer crashed. I didn't think there was any correlation with that software until several months later my 2nd computer started to freeze while making another photo album. Then it crashed. Two computers one after another crashed (the last one 1 year old!) That is not a coincidence! Do yourself a favor and do NOT download this software. Its content for whatever reason is malicious to your computer making it useless after a while.

Jean Takarada said...

I am horrified that the digital album I spent the last few YEARS putting together using MyPublisher software refuses to upload for printing. I spent the last few YEARS putting this album together for my son's whole second year of life. I am extremely frustrated and angry with this company for being unavailable and useless to talk to or help in any way. I would give anything to get all my time back, too many nights staying up until 2 am and sacrificing time with my kids. What a curse to have their software not upload or print my life's work after all that time. And they still charged me for the purchase even though the book never uploaded!!!