Paper quality of color books

[Judith]

I worked with Mar on this color KDP book. I've been using the Amazon print utility since it was Booksurge, through CreateSpace, and into KDP. This is the fourth book I've uploaded using the color utility. The proofs looked great; the colors were true and the images had a bit of a sheen. The contrast was adequate to work for poems that were set over an image (usually modified with a directional feather.) HOWEVER, the author ordered one from Amazon, using her Prime account. The paper wasn't as good quality, just flat and fuzzy. This is the first time I've encountered this problem with a color book. I spoke to two people in support. Their attitude is that they outsource the printing and the paper only has to be "similar." I worked for a small publishing company for 15 years, and if the books were not satisfactory, they were replaced by CreateSpace without a fight (And when they had outsourced to a printer in Rochester NY, it was several hundred books.) The response I got did not sound like they would be willing to replace books even if the paper quality was so bad it affected the readability of the book. The "support person" suggested there were other print services if we were dissatisfied.