I would like to give a higher rating…
I would like to give a higher rating because half of my experience with WestBow was excellent, truly excellent, while the second half has been terrible. The line of delineation has been pre-publication vs. post-publication. The initial stages of the publication process exceeded my expectations. Communications were prompt, all interactions were polite and respectful, all the information I needed was relayed proactively and everything happened according to plan and even ahead of schedule—both of which were relayed to me ahead of time so I knew what to expect and when. The entire pre-production process was a joy. Truly well done and well executed by a team that seemed eager to help. That team set the service quality bar very high. However, once my book was published all that professional service quality evaporated. It was as if something was turned off. Communications from WestBow provided inconsistent information, they were very delayed, I had to ask for WestBow to deliver parts of the publishing package I purchased, and some of my appeals to customer support and to my designated post-production contacts have gone without a response. WestBow could really improve the post-publication process by aligning it with the same standards as the pre-publication process. Provide authors a project manager who communicates proactively, provides consistent (and accurate) information, proactively delivers all that the author purchased, and checks-in with care rather than trying to upsell services.