Review Time
I have been an audiobook producer with ACX, publishing over 100 titles through their platform. My account was associated with an email address that is no longer active, preventing me from accessing my account and the royalties accrued. Despite providing ACX with extensive documentation to verify my identity, including government-issued identification and bank account details linked to the original account, my requests to transfer my titles and royalties to a new account have been denied.This situation has caused significant financial hardship for my family and me, as we have been unable to access the income generated from my work. I hope that by sharing my experience, ACX will take the necessary steps to resolve this issue and improve their processes for account recovery and customer support.
I trusted ACX because of their immediate connection to Amazon and Audible, thinking it would be a safe platform for authors like me. Unfortunately, I was wrong. I never imagined it would be so easy for scammers to operate on their platform.I recently encountered a scammer who openly admitted to using AI for voice narration, which is a clear violation of ACX's policies. When I reported this to ACX, I expected them to take swift action to remove this person from their platform. Instead, they did nothing. The scammer is still active on ACX, which is incredibly concerning.To make matters worse, I paid this scammer over $1,000 as a deposit, money that I am now seeking to recover through legal action. While I understand that ACX is not directly responsible for this loss, they should be doing a much better job of vetting the people they allow on their platform.Dissolving the contract with this scammer was also a ridiculously time-consuming process. ACX promised it would take up to three days, but it ended up taking five days and a phone call before any action was taken. This added unnecessary stress and delay to the process of hiring a new producer.As a result of these delays, all my paid advertising for my book's release is now inaccurate. My new producer couldn’t complete the audiobook in time, reflecting poorly on me as an author. The integrity of my book was compromised because my former producer violated ACX policies by using AI and had access to my manuscript—my intellectual property—before the book was even released.This experience has been incredibly frustrating and upsetting. ACX needs to take more responsibility and enforce stricter policies to protect authors and narrators from scams and ensure the integrity of their work. I trusted ACX, and they let me down.I gave two stars because I started with zero stars, but the encounters with their employees and support have been prompt, helpful and kind. At least their customer service is on par.
Total trash nonexistent 'tech' totally manned now by foreign or Canadian operators who have no clue how to assist since ACX 'upgraded' their platform removing timestamps etc. Half my chapters have audible "hiss" that is NOT in my file recordings. And NO ANSWERS. Apparently they were all abducted by aliens
The company, in particular its risk management team, considers themselves as God who could manipulate people's lives and ruin their rights at will just because they hold such a large share of the audible market. I spent more than 30 hours setting up the account, filling in forms, creating audio files complying with their stringent requirements etc., then I went on a business trip for a few days. On my return, I found my account deleted and everything is gone. Then I noticed an email to my personal addressing commanding me to respond within 24 hours regarding some proof of title thing, or else they'll terminate my account (as obviously they did). Even the Federal Government doesn't send an email demanding a 24-hour turnaround or else without a reminder of a phone call or something. And their emails were extremely arrogant in tone, giving a whiff of "We are a dominating platform so we control your life and do whatever we want" feel. I felt upset at first then I went through reviews of their team and now feel extremely lucky - apparently there are authors earning royalty just have their accounts closed like that, without explanation, and told the outstanding royalty will no longer go to them - that's like theft - glad I got out of this lousy platform at the early stage (kicked out, to be exact)
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Audiobook Creation Exchange ACX.com is the first online platform that connects rights holders with established producers to enable any professionally published book to become an audiobook.
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