Why I No Longer Use Ingram Spark

© Can Stock Photo/ araraadt

Once upon a time, there were two book distributing services in the United States. Ingram, and Baker & Taylor. Baker & Taylor distributes to schools and libraries. Ingram distributes to book sellers.

The book publishing industry began to change in the early 21st century. Personal computers were becoming more sophisticated and more affordable. At the same time, new software was allowing people to publish from home. It even had a name. Desktop publishing.

So along came Lightning Source

Ingram created subsidiary called Lightning Source, although I’m not exactly sure when this came about. However, I first heard of Lightning Source in 2003, after I wrote my first Luke and Jenny novel. My original publisher used Lightning Source for their distribution.

I began working with Lightning Source directly in 2011, when I created my own publishing company, Good Oak Press, LLC. At the time, they were a fantastic company to work with. They were there to help you succeed. If you had any question or concerns, or if you just needed a little help uploading a file, they were only a phone call away.

Then came Ingram Spark

A new subsidiary, Ingram Spark, came along a few years later. It worked with independent, or self-published authors, so I migrated to the new site. Same company, same great customer service. I had a long and happy business relationship with both subsidiaries for over a decade

Unfortunately, times have changed, and I’m afraid it hasn’t been for the better. It all started when I was having some serious log in issues with my account. No matter what I did, nothing would fix it. It’s a rather long, complicated story, so I’ll sum it up by saying that after much frustration and many emails back and forth, I was told the problem was fixed. Only it wasn’t fixed. The issue still persisted.

Why I Left Ingram Spark

Ingram Spark is longer the helpful company I signed on with back in 2011. They have discontinued telephone support. Tech support is only available by email only. Unfortunately, the more complicated the issue, the more difficult it is to resolve it by email alone.

The initial response to the emails I sent always asked me for information I had already included in the original email, along with a screenshot. For example, if someone named Bill responded to my first email,  I’d reply with a, “Dear Bill.” Then would repeat everything I had described in the original email, along with another screenshot. Next thing I knew, I would get a response from Sally, asking me the same questions Bill had asked. So where was Bill? I thoughtI was working with someone named Bill. So, once again, I’m having to rewrite my original question and attach yet another screen. The next response came from Marco, who, like Sally, had never bothered to read the earlier emails.

Having to describe the same issue over and over again only made matters worse, and after awhile you realize they don’t give a damn about helping you. As a result, the issue was never resolved. Sometimes you need to communicate in person, but I no longer had that option. There came a point when it finally became a deal breaker. Thankfully, there are now some alternatives.

I recently learned that one of my author friends has never used Ingram Spark. This came as a big surprise. He’s been writing books longer than I have, and he has built himself a good following. He distributes his books through Amazon’s KDP Publishing, Draft2Digital, and SmashWords. So, I’ve  changing course too. I’ve closed out my Ingram Spark account for good.

Kindle Direct Publishing

As we all know, the Amazon Kindle has been a game changer. I started publishing my ebook editions directly with Amazon shortly after the Kindle came on the market. The platform easy to use, and I could upload my files for free. However, I had never published a print edition with KDP Direct. That all changed with my latest Marina Martindale contemporary romance novel, Aquamarine. When I uploaded the print edition to KDP Direct I found it was almost as easy as uploading an eBook.

I admit I was a little concerned about the printing quality, but after receiving my first author’s copies, I can find no difference between KDP and Ingram. Both companies produce good quality print books. The only difference is that Amazon does not charge you a fee to upload your files. You upload them for free. So why spend money when you don’t have to?

Amazon also has outstanding customer service. You can contact them by phone, email or chat. I’ve found their phone support to be friendly and helpful. No long waits on hold either. You enter your phone number, and they will call you back. They will also work with you until the problem is fixed.

Other Book Distributors

I’ve started distributing my eBook editions through Draft2Digital. They offer virtually the same eBook distribution as Ingram Spark. My eBook editions are now available for the Barnes& Noble Nook, Sony and Kobo eReaders, Apple Books, and others. There is no fee to upload your files, and their customer support is available by phone or email. Draft2Digital is also merging with SmashWords, and I will soon be distributing my print editions with them as well.

Ingram Spark is by far the winner when it comes to convenience. Those who don’t want the hassle of having to upload their files to multiple accounts may think the forty dollar upload fee worth it. To each their own. Unfortunately, because of all the grief they have caused me, I’ve decided they simply aren’t worth headache, and I’d rather keep the forty dollars in my own pocket. I can only hope, for their sake, that they will take whatever steps are necessary to improve their customer service. They lost a loyal, long-term  customer when they lost me, and somehow I doubt I’m the only one. All I can say is I won’t be coming back.

Gayle Martin

UPDATE: Smashwords and Draft2Digital have merged. If you are using D2D they will now publish your books on Smashwords.