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IBPA Advocacy Committee Seeks Feedback on Ingram Shipping/Customer Service

Friday, October 16, 2020   (0 Comments)
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(Manhattan Beach, CA - October 16, 2020) -- Over the past couple months, IBPA members have been writing into the office and posting on social media about issues they're having with Ingram related to poor customer service (mostly IngramSpark), continued shipping delays (understandable during a pandemic), and an increase in damaged books that eventually do make it to their final destination (harder to understand).

See this post on the IBPA Publishing University Alumni Facebook page for one example.

The IBPA Advocacy Committee would like to understand the scope of the problem from IBPA members' perspectives. To this end, current IBPA members are invited to send...

  1. photos of damaged books received from the Ingram warehouse.
  2. examples of egregious short falls in customer service requests.
  3. proof of shipping delays well beyond posted timelines.

...to info@ibpa-online.org with the subject line "Feedback for Ingram."

The IBPA Advocacy Committee will collect feedback submitted to info@ibpa-online.org through Noveber 6, 2020, at which point it will compile substantive complaints to share with IBPA's contacts at Ingram. The hope is this work will highlight specific areas in need of improvement that, if tackled en masse by Ingram, will benefit all indie publishers. This is not an exercise in solving individual issues between a particular publisher and Ingram. If you opt to submit feedback for this program, please do not assume or expect mediation services.

It's important to acknowledge that Ingram has been in communication with IBPA on this issue. When contacted about this program, Ingram supplied the following formal response to share with IBPA members directly:


From Ingram Content Group:

(October 20, 2020) -- In 2020, Ingram Content Group ("Ingram"), including Lightning Source and IngramSpark, experienced an increase in business as independent publishers, authors and channel partners have increasingly turned to us to support their distribution and printing needs. Ingram is pleased to say that we have continued to provide uninterrupted services throughout the pandemic.  However, we have seen intermittent extensions of our service levels as we continue to provide the safest possible work environment for our employees. We recognize that you may have experienced some delays in service as we have worked to catch up.

All Ingram associates, from company leadership to our customer support representatives, are working daily to improve our responsiveness. We are pleased to note that in just the past week, we are nearing the service levels and timeliness you’ve come to count on. We also hope you’ve noticed an improvement on our posted turnaround times back to our standard service levels for print orders.

As we prepare for a busy holiday season, we do expect as in previous years, that we will see some potential extended service times in November and December. We would encourage you to place your print orders early and to keep track of our communications and website for posted turnaround times. 

We appreciate the trust and partnership the IBPA and its membership place in Ingram to distribute and print your books to the global market.


Questions about or feedback related to this project can be sent to the IBPA Advocacy Committee directly at ibpa_advocacy@ibpa-online.org.


About the IBPA Advocacy Committee

The IBPA Advocacy Committee is a standing committee of the Independent Book Publishers Association (IBPA) tasked with identifying, prioritizing, and developing strategies to address issues of concern to independent publishers. The committee's objectives are to (1) identify and prioritize issues of concern to independent publishers, (2) establish campaigns and take actions to address these concerns, and (3) ensure that IBPA members are informed of these concerns, and the steps taken to address them. For more information, visit ibpa-online.org/advocacycommittee.


About the Independent Book Publishers Association (IBPA)

Founded in 1983 to support independent publishers nationwide, the Independent Book Publishers Association (IBPA) leads and serves the independent publishing community through advocacy, education, and tools for success. With over 3,600 members, IBPA is the largest publishing association in the U.S. Its vision is a world where every independent publisher has the access, knowledge, and tools needed to professionally engage in all aspects of an inclusive publishing industry. For more information, visit ibpa-online.org.


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