Why did my reviews disappear?

[Peyton_Price]

Sometime this week, the reviews disappeared from my book listings. Did this happen to anyone else? What's going on, PubIt?

Peyton Price

Author, Suburban Haiku series

[SOTL59]

Of my 27 books that I have listed, seven have lost their ratings and reviews when viewed on the website. When searched for with the B&N app through the iPhone or the nook they show up. Over the last year this has happened twice and it took months for it to correct itself. E-mailing support never helped me in the past but when several others posted concerning this same problem and a forum moderator read about it, then it was corrected. By the way, I have 27 books listed and they all show up through the app and nook, but only 26 appear listed on the website. I have noticed that every time my unlisted book is purchased, the rating and review problem happens with my other books. Coincidence?

[Peyton_Price]

Yes! I did have some sales at about the same time the reviews disappeared! PubIt, can you help me with this?

[SOTL59]

Ever since my reviews and ratings disappeared a few days ago for seven of my books, my sales have practically flat-lined. Come on Pubit Team! I have been with Pubit since it's inception in Oct. Of 2010 and have earned my ratings and reviews. Just type the name "Raymond Candy" into search on the website and everyone of my books that have no stars or reviews used to have them a few days ago! It makes it look like my books have been up for a year and no one cares for them. I have no problem with my work standing or falling on it's own merit but these continuing issues are beginning to get frustrating. One of my most important books that introduces a main character in the series ( "The Little Pig Dog: Through the Possum Hole") doesn't show up at all when searched by my name or by category (kids/ 9-12/ animals). How long does it take to solve computer glitches? Pubit Team, you are starting to make a certain very restrictive option from your competitor look tempting. Please help us both be successful and make this correction once and for all. Thank you.

[Peyton_Price]

Exactly!

[SOTL59]

I would like to thank the Pubit team for their quick response in correcting part of my problem about which I have previously posted. My unlisted book is now listed and they gave me the correct department to contact about my missing ratings and reviews. This is the first personalized response to an e-mail that I have recieved from Pubit. Thanks again, my sales have already started to improve.

Raymond, 
 
Thank you for bringing to our attention the problem with "Through the 
Possum Hole".  We're working with the necessary teams to investigate and 
address this issue as soon as possible. 
 
 
The PubIt! staff does not manage Customer Reviews and Ratings.  Please 
use the following link to contact Barnes & Noble Customer Service with 
your questions. 
http://www.barnesandnoble.com/help/customer_service/morehelp.asp 
 
You can also call the Customer Service Center at 1-800-THE-BOOK 
(1-800-843-2665). 
 
Sincerely, 
The PubIt! Team 

[Peyton_Price]

Wish I could report a similar success. I have tried customer service phone, email, and chat--only to be directed back to PubIt!, which we all know is completely unresponsive.

[Peyton_Price]

Update: (although I'm doubtful that anyone cares)

Pubit and Customer Service each insist the other is responsible for addressing the problem of disappearing customer reviews. Tired of getting bounced back and forth, I gave up and asked my readers to re-post their reviews.

One of my readers went to the trouble of posting a review on Suburban Haiku: Home Sweet Home, but it has not shown up. She contacted Customer Service herself, and got no help.

Not acceptable.

[SOTL59]

Unfortunately, I must report the same. After receiving help with my unlisted book, I contacted the recommended customer service dept. about my missing reviews, and received a very personalized e- mail that led me to believe the problem would be corrected shortly. Still no corrections as of today, HOWEVER, the reviews of my books through the Nook and the iPad app. are correct. The only problem is with the website.

[KarinKaufman]

I discovered this morning that all eleven of my reviews for The Witch Tree have disappeared. Not only that, but my book can not be found through a stardard search -- you have to go through multiple categories to finally locate it. In other words, most people won't be able to find my book even if they are looking for it, and if they do find it, they won't see any reviews. Nice.

[treebark]

This happened to me today.  Last night I had one review that was a few days old and a new sale.  This morning, the review is gone.  Also, when I search Barnes & Noble for my title, or my name, it's not there.  I emailed customer support.  Hopefully they understand what's causing the problem by now.

[KarinKaufman]

I just called the 800 number posted by the "PubIt! Team" above. They said disappearing reviews and books that can not be found in a search are not in any way their responsibility. The guy sounded bewildered that I would even call about the matter and doesn't understand why it was posted to this board.

[treebark]

That's odd.  I wonder, who do they think IS responsible for the issue?  Can I assume they didn't refer you to anyone else?

[ColliePG]

Had the same thing happen to me this morning.  Very frustrating.  My name, books and articles no longer showed up.  I logged out completely and things cleared up when I logged back into B&N.  I found my name again and my work! 

Hope this doesn't happen to a potential customer.  It's hard enough trying to sell books as an Indie Author...

[treebark]

It's fixed.  The review is back, the listings are back.

[KarinKaufman]

A big thank you to those at B&N who fixed this problem so quickly!

[SOTL59]

I am so glad for everyone that had this problem and now it is corrected. Unfortunately for me, this is not the case. Of my 25 books that are still listed with B&N, 10 have lost all ratings and reviews. Please Pubit Team, it has been three weeks now since my original posting! (Although it has been a lot longer since it first occured) Even the Geek Squad at a certain store can fix a computer glitch quicker than this

Raymond Candy (The Little Pig Dog series of children books and the How to Walk Christian Series of Christian living books) Pubit author since Oct., 2010

[Peyton_Price]

To answer a previous question in this thread, PubIt! says Customer Service is responsible for reviews. Customer Service says PubIt! is responsible for reviews.

My update: One of my reader's reviews on Suburban Haiku: Home Sweet Home is still not showing up. Frustrated, she posted it on Amazon instead, even though she read the book on her Nook. Another review, posted for 3 books in the series, now shows only on one.