Odd.  I've been really happy with Lulu.  No problems at all, nice product, and outstanding packaging when they ship.

I've never actually had any problems with any of the 10 or so books I've ordered through Lulu.

Largely, I think Lulu does pretty well and would not shy away from a publisher who uses them.

Balbinus:

Have you been able to reach an accomodation yet? Do I need to borrow the Spiked Baseball Bat of Great Justice from Pundit?

-clash

No, they wasted my time saying Sales would contact me.  On following up I've been told that wasn't going to happen, I have to contact Sales.

I have to provide digital photos of the cover and the contents to orders, so presumably had I not access to a digital camera I'd be fucked.  They will then investigate with their printers.  Once they have done that, they will then consider whether to give me a refund or to give me the book they have already taken my money for.

I actually think that's illegal as a matter of English law, but I'm not a consumer goods lawyer so I'm not wholly sure.  It's definitely not what I would call good customer service though, I have to wait for my purchase on their internal investigation.

Lulu have got in touch saying that a new copy will be sent to me.

Separately however, Clash of flyingmice got in touch himself sending me a new copy, which is very kind of him indeed.

So, the outcome is that Lulu after some prodding got their act together, but flyingmicegames with no prodding at all made sure anyway that I didn't end disadvantaged which is entirely to Clash's credit.

as an aside, i just ordered the Encounter Critical hardback from Lulu, and got it rather promptly (4-5 days?) with no problems.

Although Lulu did the right thing eventually, I think the wait they imposed is unacceptable. Luckily, a second copy will always help while running AIS.

Enjoy the games, Balbinus!

-clash

I'm glad that everything ended well for you.

I got once a softcover book (Forward to Adventure) from their printer in Spain. I was lucky and had no problems at all.