Wednesday, July 18, 2012

What's Up at Loose Id

If you're a Loose Id buyer, you know something has been wacky with the website. Server issues. Ugh. Here's a more detailed explanation from the publisher. I'm crossing my fingers the issues are taken care of soon!

A Letter to Our Customers


We’re sure you’ve noticed that the Loose Id site was down for several days, and that it’s back up again with a new look. We know you have a lot of questions, so we’re going to skip the fluff and get straight to the point.

What happened?
In a nutshell, a planned server migration to improve the speed of the old site failed during catastrophic thunderstorms and power outages at our Information Technology center, and it knocked everything offline. Despite being able to recover the data, our current host was unable to bring things back online in a timely fashion, which brings us to the next thing.

What’re you doing to fix it?
As you’ve probably noticed, we’ve got a site up at now and we’ve got the most recent month’s worth of releases, plus the new books that didn’t get released on our site last week and the ones that were due to release today. A lot of you have already written to tell us you like the new look. That’s great! But don’t get too attached.

See, this site is an interim design to get Loose Id’s books back on Loose Id’s site. We’re busy working behind the scenes to get the actual new design (that we’ve been working on for months) up and running. So there’s a lot of stuff that’s not actually on this interim site right now. We’re sorry for the inconvenience of that, and we’re working as hard as we can to fix it as soon as possible.
What happened to all the books?
We’ve still got them. All of our books are still available at authorized resellers and we’ll be back online with all of our catalog when the new site is ready, hopefully in early August. The good news, of course, is that you can now purchase our most recent releases at again and at a 25% discount. More titles - bestsellers and some recommended reads - will be added as we're able.

What happened to my account? What about my wishlist?
One of the casualties of the Great Server Catastrophe of 2012 - at least for the immediate future - is the customer account system. Another, related issue, is the loss of wishlists. We know this is an enormous pain and we’re so sorry. It’s possible that future versions of the website may be able to restore some of this, but if it doesn’t, it’ll be because the new accounts system and wishlist features are so much cooler.

What happened to all the books I’ve bought in the past?
Second verse, same as the first. Your order history isn’t available on the interim site, but even if it were, you wouldn’t be able to do anything with it, since most of the older books also aren’t available on the interim site. The good news is, there’s a better than 75% chance we’re going to be able to get you access to your old orders after the new (not interim) site goes live. It may take awhile, but we think it’s going to happen.

In the meantime, if you bought something in the past, and you can’t get at it, and you really need it before we get that back online, drop us an email at with the name of the book, the format, your email address (the one you bought it with) and we’ll verify and get it sent out to you.

What about my VIP membership?
If you had a VIP membership on the old site, we’ve entered it into the interim site using the email from your old account and your last name for the password (please change that ASAP for your own protection). If you have any trouble accessing your account and you are a VIP member, email us at with your name and your email address and we’ll verify and get you working just as fast as we can.

What happened to my gift certificate?
Bet you already know the answer to this one: it’s not on the interim site. If you had a balance on a gift certificate on the previous site, contact us at to find out how to use it on the new site. Please provide the gift certificate code you were issued in your email.

Why can’t I choose my format on the new site?
The technical answer is: because you can’t; the software doesn’t allow it. The actual answer is: at the present time, only the PDF format is available for immediate download. But we have all the other formats, so if you need a different format, after you’ve made your purchase and received your confirmation, please contact us at: and include your full name, your order number, and the name of the titles you purchased. We’ll do our best to get that format to you within 4-8 hours.

Is all of my information from the old site secure?
Yes. Absolutely. Our credit card processing is secure. It’s not done on our server. So it’s always secure. No customer data of any kind was compromised in the Great Server Catastrophe of 2012.

Are you guys really going to get this all fixed?
You bet. We’ve been working on an amazing new site for a long time now and we’re so excited to be unveiling it soon. We’d originally planned to have it all done, perfect and prettified at the end of August, but the Great Server Catastrophe of 2012 forced our hand. So, things will be happening a little bit faster, and not quite as perfect at first. But we promise, it’ll all be worth it in the end.

We know this is a huge pain in the butt for you guys, and we’re really sorry. We’re doing our best, as fast as we possibly can, to get everything not just back to how it was, but better. Until then, we’ll be running a 25% off sale on top of your VIP discounts if you have them, and when we get the new site back up, we’ll have other sales to thank you for being the best customers a company could have.

Thank you all so much for your support and your patience. We’re looking forward to this being right again as much as you are. And if you have any questions we haven't answered, you can send those to and we'll get back to you just as soon as we can.
Loose Id

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