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Audible.com - Why Aren't Reviews Being Posted, or Tickets Followed Up On?
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Little is working properly at Audible since they changed their format and layout. All over the place problems are turning up. For example, STILL when you rate a book the rating is altered after you leave the screen. You have to reinsert it many, many times as you want it to be, to get it to stick. The site automatically makes the overall rating equal to the highest of the other two, which may not be how you want it. MANY people are not noticing this. The result is the ratings become higher than what we users are indicating.
Hi Jun, we have been discussing this here, it's been going on for some time now . . .https://www.goodreads.com/topic/show/...
That thread gives you a little bit more info but there isn't much about. The whole Audible platform seems a little unstable and the technical teams under-staffed. There's lots of evidence of it. As someone (like a lot of others I'm sure) with a large library of titles the obvious lack of investment in the web infrastructure makes me wonder how sound an investment an Audible library actually is. I think a lot about Audible is superb but I am finally starting to think I should at least diversify where I source my audiobooks from and maybe switch altogether.
A quick check revealed all reviews I posted since the beginning of December have vanished. I have backups in a OneNote folder, so I just resubmitted a couple to see what happens. After all the other issues, like my ratings being bot-rounded up, I am not hopeful.
Simon wrote: "...the obvious lack of investment in the web infrastructure makes me wonder how sound an investment an Audible library actually is..."I save all of my Audible books to a separate, external hard drive. Audible's Listener Page array tells me I have 1000+ titles; could be, I've been a member (and mostly a Platinum member) since 2008.
The Audible Manager for PC has not been updated since 2005, at least according to the Info. Not all of us use a smart-phone to listen or to access their library of audiobooks. Audible Manager stopped working for me and my favorite Sansa Clip players early last year.
As CBM pointed out, back up your Library! No matter how you listen, if you want to protect your investment in the books you've bought, download them on a computer and back them up on an external hard drive! Amazon and Audible note the impermanence of their digital content and recommend this step. If even they acknowledge the fragility of the online library, we should take that seriously.
Last night I contacted support again and they told me that my ticket was still in "pending" status after two weeks. This is the reason I hadn't heard back from anyone. No bueno.They also said there's a widespread problem on audible that causes books to disappear from the catalog entirely for periods of time, and this may or may not be related.
Donna wrote: "A quick check revealed all reviews I posted since the beginning of December have vanished. I have backups in a OneNote folder, so I just resubmitted a couple to see what happens. After all the othe..."Funny you should respond to this thread, you are one of the people I was thinking about inviting to review my book since I've read a lot of your reviews and like them. If your reviews start showing up again, let me know and I can give you the info on the book to see if it catches your interest.
Jun wrote: "Last night I contacted support again and they told me that my ticket was still in "pending" status after two weeks. This is the reason I hadn't heard back from anyone. No bueno.They also said the..."
I've certainly seen temporary problems of "This product is not available" but they seem to have resolved themselves quickly each time. I haven't noticed anything disappear unexpectedly but then I guess it would be unlikely for me to do so.
I emailed support about the problems I'm seeing but they obviously think I bother them too much because no reply in a couple of days. I wish the customers I work with only requested updates every 40-odd days of a problem's life span :-)
Then again, while I'll admit I'm now starting to find this pretty irritating I can imagine for an author wanting reviews it's rather worse!
Jun wrote: "Funny you should respond to this thread, you are one of the people I was thinking about inviting to review my book ..."Oh, Jun, I'd be honored! I'd absolutely love to read/listen, and of course I would provide a thoughtful review. Audible issues be damned -- if there's a will, there's a way.
Last night my reviews from the last month started showing up. It was strange because in one case the first version of a review showed up that was submitted on January 1, then 12 hours later, it was replaced by the version of the review I wrote on January 10. Then a few hours later a review I wrote about a week ago showed up. It's almost like individual reviewers are placed in a rolling queue where their reviews are submitted in batches as opposed to reviews from all users posting in the order in which they were submitted.
Hey Audible, could you jump in here and help address this for us?
Hello everyone,We're very sorry for the experience, and please know we're in the process of resolving the issue with posting reviews. We are currently unable to approve pending reviews, due to a system update.
We will process your requests as soon as we are able to, but it will take longer than the normal 24-48 hours. We are sorry for any inconvenience this may cause.
If you have to follow up on any tickets made by our Customer Service Team, we definitely encourage you to reach out to Customer Service for any updates.
Thank you for your patience as we work to resolve this matter as quickly as possible.
Audible.com wrote: "Hello everyone,We're very sorry for the experience, and please know we're in the process of resolving the issue with posting reviews. We are currently unable to approve pending reviews, due to a ..."
Thank you for the update!
Jun wrote: "Last night I contacted support again and they told me that my ticket was still in "pending" status after two weeks. This is the reason I hadn't heard back from anyone. No bueno.They also said the..."
Jun,
We can check on the status of your ticket and make sure to keep you notified. It's absolutely not our intention to make you feel as if you're not receiving the appropriate amount of attention and notification. Send an email to social-support@audible.com and our team will be happy to help! ^WW
CatBookMom wrote: "Simon wrote: "...the obvious lack of investment in the web infrastructure makes me wonder how sound an investment an Audible library actually is..."I save all of my Audible books to a separate, e..."
I also download all my audible books and save on a separate hard drive.
I have the audible manager for XP which still works and the new download process for windows 10
I also do the same for my kindle books - I don't trust any company to keep all of my purchases safe
To all, yes backups are very good advice and I obviously need to look into it. Odd with me being in the profession but I had just assumed that they would only work via the Audible apps and would have some kind of rights protection.Something on my todo list . . . not that it needed topping up :-)
No one ever contacted me.
Since then, every review I've written has failed to show up on the website. What's the point of taking sometimes 30 minutes to type an in depth thoughtful review if it's not going to be visible to the community?
As a customer who is also an author I'm also concerned that reviews aren't being posted to my books. I've given out codes to people who have a history of posting reviews, but only one of them has resulted in a review.
This is troublesome both as a customer and a content provider.