ACX Gets Tyrannical – Warning!

For many years, I have published some of my books as audio books using ACX. I have never had any trouble with them and barely ever log on the website except to check sales from time to time. Apparently, I have sold almost 3000 audiobooks.

In October, I got an email from ACX about ACX University – or something similar. They have a bunch of videos and blogs as resources for authors. That is interesting, I thought and went over to look. I found out they had reintroduced ‘promo codes’ whereby you can give away a copy of your book. They tell you how to do this and suggest you use them with reviewers or as rewards for readers. I decided I would experiment a bit and order promo codes for The Last Observer. As some may recall, I gave out codes for the book to those sending in stories etc. I gave out some 6 codes to various people and the last time I was able to look, 1 code had been redeemed. Not amazing….

I got a bit busy and forgot all about promo codes until Wednesday night when I received this ominous email;

Hello,

Your ACX account has been flagged due to unusual activity concerning the use of your ACX promotional codes. While we support the legitimate efforts of our users to promote their audiobooks, attempting to manipulate the ACX platform and/or ACX programs is not permitted.

As a result, we will no longer provide you with promotional codes to use to promote your ACX projects. Please note that our evaluation process takes multiple criteria into consideration when deciding to place restrictions, and we take action based on those criteria. Going forward, please also make sure that you observe ACX’s guidelines (http://audible-acx.custhelp.com/app/answers/detail/a_id/8887).

Failure to meet ACX’s guidelines or agreements may result in restrictions against your account, up to and including termination.

If you would like to review our Legal Contracts and Guidelines, please visit: (https://www.acx.com/help/legal-contracts/200485430 )

Please be advised that this is our final decision and we won’t be offering further insight or action on this matter.

 

Fraud? Me? Never! It isn’t worth my while and why would I do so? I was shocked – trembling in fact. I reacted by exclaiming my innocence and asking for more information. I received this amazing reply from my business partner – ACX,

Hello,

We understand you’re seeking additional information regarding revoked access to your promotional ACX codes. Pursuant to our previous communication, your account was under review for unusual activity. After a full investigation, we can confirm fraudulent use of the promotional codes for your ACX audiobooks.

As a result, we are upholding our previous decision to revoke your promo code access.

Please know that all ACX users are responsible for abiding by ACX’s Legal Agreements. Failure to meet these guidelines can result in restrictions against your account, up to and including termination.

If you would like to review our Legal Contracts and Guidelines, please visit (https://www.acx.com/help/legal-contracts/200485430)

The ACX team has no further information to disclose. This will be our final communication on the matter.

 

Note that I am guilty, convicted and punished for some crime that they will not specify. How so? I only used 6 codes, I have a list of everyone I sent them to and so far as I know (I no longer have access to the promo code area), only 1 was redeemed. I was livid – still am! How dare a company accuse me of something and then say they won’t discuss it with me?

So I googled.

And discovered I wasn’t the only baffled and irate ACX user…… Check this out

There are other such streams of anguished ACX users on Reddit and other boards.

So, over the weekend, I have continued to email ACX saying it was unacceptable and demanding more information. Each time, I got this lovely response,

Hello Gary,

We understand you’re seeking additional information regarding access to Promotional Codes for your ACX account. Promotional Codes are a benefit to eligible ACX users per our Legal Agreements (https://www.acx.com/help/legal-contracts/200485430), as well as our User Conduct and Content Acceptance Guidelines (https://audible-acx.custhelp.com/app/answers/detail/a_id/8887). Factors that result in accounts not being eligible for this feature include misuse of Promo Codes, not observing ACX’s residency restrictions, publishing content that infringes upon our content guidelines, and more.

We are upholding our previous decision to revoke your access to the Promo Code tool.

If you would like to review our Legal Contracts and Guidelines, please visit www.acx.com/legal. ;

The ACX team has no further information to disclose. This will be our final communication on the matter.

Warm Regards!

 

Warm Regards?! Really?????

The last 3 emails I have sent asking what caused it, asking for clarification, and so on have not even merited a reply. Now I don’t know about you but ACX isn’t a company I or anyone would want to do business with if this is how they behave? I would suggest anyone thinking about audio books – look for an alternate provider as ACX plainly believe themselves to be a monopoly and not answerable to anyone.

I am yet to discover exactly what it is I am supposed to have done that they term fraud – as are all of the others who suddenly got this tyrannical email this last week.

As for the promo codes – I wouldn’t use them now even if they changed their minds. If I could, I’d unpublish my books so they never receive another dime in revenue from my work but am stuck in a 7 year agreement – beside, the voice talent needs to get paid too.

So, I’m doing this – writing about it – and asking you all to share this everywhere please….. it may help and if not, it might stop YOU from being on the receiving and of ACX abuse.

Here is another author commenting on this abuse

 

 

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3 thoughts on “ACX Gets Tyrannical – Warning!

  1. Yes, it’s really not a great look for them. What is upsetting for all the authors is not being specific about what we have done wrong. It’s clearly a glitch and yet nobody there is really checking into it.

    I think if you look up the word ‘OBDURATE’ in the dictionary, you will now find ACX listed under there, along with KDP for Amazon.

  2. Update – I went to the BBB with a complaint against ACX and this is their response…

    his message originally read on 1/15/2020
    Gary Vasey
    Pellicova 67
    Easton,KS 66020 CZECH REPUBLIC

    Dear Gary Vasey:

    This message is in regard to your complaint submitted on 11/19/2019 against Amazon.com. Your complaint was assigned ID 13978303.

    BBB has received a message from the business regarding your complaint. Please review this information below and provide BBB with a written rebuttal. All responses will be copied to the business for their review.

    THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY POSTED ON BBB’S WEBSITE. PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION IN YOUR RESPONSE. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your response to remove personally identifiable information and inappropriate language.

    Please provide your response within 7 calendar days so as to avoid closure of the complaint as assumed resolved.

    Sincerely,

    Sheri Garza
    Engagement Consultant

    MESSAGE FROM BUSINESS:

    Hello,

    The customer may refer to the message they were sent on November 18, 2019. I have included it below for reference, and we consider this matter resolved.

    Hello,

    We understand you’re seeking additional information regarding access to Promotional Codes for your ACX account. Promotional Codes are a benefit to eligible ACX users per our Legal Agreements (https://www.acx.com/help/legal-contracts/200485430), as well as our User Conduct and Content Acceptance Guidelines (https://audible-acx.custhelp.com/app/answers/detail/a_id/8887). Factors that result in accounts not being eligible for this feature include misuse of Promo Codes, not observing ACX’s residency restrictions, publishing content that infringes upon our content guidelines, and more.

    We are upholding our previous decision to revoke your access to the Promo Code tool.

    If you would like to review our Legal Contracts and Guidelines, please visit http://www.acx.com/legal.

    The ACX team has no further information to disclose. This will be our final communication on the matter.

    Best regards,
    The ACX Team

    Thank you.
    Audible.com

  3. My response to the Better Business Bureau

    I am rejecting this response because:

    In the world I know, someone has an opportunity to defend themselves against a charge against them and to know exactly what they are accused of. ACX refuse to say anything at all to me and hundreds of other writers they have accused of this whatever it is and this cannot and should not be allowed. This is a huge company abusing its partners in a callous manner. What am I supposed to have done? When and how and give me the ability to defend myself. This is essentially a monopoly acting like a dictatorship and it should not be allowed. I reject ACX’s response becuase it has the audacity to accuse me of some misdemeanor without stating what and does not allow me to defend myself. I barely used an ACX code and I certainly did not cheat with them – I would not know how. I want action with ACX – they cannot be allowed to behave this way. I want them to tell me specifically with details what it is I am supposed to have done so that I can refute it.

    Until that time. ACX should be blacklisted for appalling treatment of its partners. If I could take all of my books away from them I would.

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