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Winston-Salem Journal

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Winston-Salem Journal Reviews (12)

From: [redacted] Sent: Wednesday, January 28, 3:PMTo: Kelly MaceSubject: Complaint # [redacted] January 28, 2015To: Kelly Mace, The Revdex.comFrom: [redacted] CUSTOMER EXPERIENCE INFORMATIONCustomer Information: [redacted] [redacted] ** [redacted] Customer’s Statement of the Problem:the newspaper carrier on wake forest campus has repeatly not delivered the paper not delivered the bills for the paper to the right address put paper in wrong driveways and has this problem other papers that were carried by same carrierrecently I have tried to call the journal about a offer inclues free coupon book to go on creditcard bill may efforts to call has been fruitless because I get a voice mail I have left my number to call back no one has returned my callsthe code on this mailer wnbackI thought if I took advantage of this offer perhaps my paper would get delivered, guess not.Complaint Product/Service: newspaper3Settlement: Customers problems have been resolved and an Attractions Book has been mailed to his home

I have spoken to the subscriber, apologized and resolved the issueKMK

Hello,Please accept our apologies for a delay in getting the paper restarted.We are processing a two-week courtesy credit on this account for the delay and it should be reflected on the account within two business days.The operations team is addressing this issue and will
resolve it immediately.If additional questions arise or to confirm the credits on your account, please contact Subscriber Services at ***Regards,Consumer Marketing

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively...

Resolved]
Complaint: [redacted]
I am rejecting this response because:
They did not agree to discontinue the business practice of adding products and charges to my account that I do not order.  They claim that because I may not have, for whatever reason, opted out for a product that I have de facto ordered it.  The failure to opt out is not a product order.  You can fail to opt out for many reasons, including error by the company.  I had to hold for 6 minutes to get a customer service person in order to opt out of Spark Magazine, a product I did not order.
Regards,
[redacted]

From: [redacted] Sent: Thursday, February 19, 2015 11:45 AMTo: Kelly MaceSubject: RE: Revdex.com Complaint Hi Kelly,I’ve attached a PDF showing all of the different email lists he was on and the date he was unsubscribed.  The...

bottom of the document also shows the last email that was sent to him which was last year.Is there a form I need to fill out. Is an email okay to say issue has been resolved.  This is the first time I have handled a Revdex.com complaint.  Please let me know if I need to do anything else.Thanks,Cathy [redacted]Customer Service Manager

Hello,
All home delivery subscription terms are available on consumer invoices and www.journalnow.com/subscriberterms.
All subscriptions continue after expiration unless the customer notifies subscriber services in advance.
As a...

courtesy, we have removed any balance from this customer's account.
Regards,
Consumer Marketing

Hello,
We apologize for the lack of service received by Mrs. [redacted].
The seven-day service has been restored on the account and operations is aware of the delivery issues and working to resolve them. 
We are processing a...

30-day courtesy credit to the account and confirmed credits for any missed papers.
Regards,
Consumer Marketing

From: [redacted] Sent: Wednesday, January 28, 2015 3:42 PMTo: Kelly MaceSubject: Complaint #[redacted]January 28, 2015To:  Kelly Mace, The Revdex.comFrom:  [redacted]CUSTOMER EXPERIENCE...

INFORMATIONCustomer Information:[redacted] 
[redacted] 
[redacted]
[redacted]
[redacted]Customer’s Statement of the Problem:the newspaper carrier on wake forest campus has repeatly not delivered the paper not delivered the bills for the paper to the right address put paper in wrong driveways and has this problem other papers that were carried by same carrier. recently I have tried to call the journal about a offer inclues free coupon book to go on creditcard bill may efforts to call has been fruitless because I get a voice mail I have left my number to call back no one has returned my calls. the code on this mailer wnback. I thought if I took advantage of this offer perhaps my paper would get delivered, guess not.Complaint Background:Product/Service: newspaper3Settlement:                       Customers problems have been resolved and an Attractions Book has been mailed to his home.

Hello,
We apologize for the delivery issues experienced by Ms. [redacted].
We have alerted our operations team to confirm delivery and assigned a manager to 'spot check' for service.  IF issues continue, the manager will immediately resolve with the...

carrier.
We are confirming that credits are on the account for missed delivery of newspapers as reported by Ms. [redacted].
Again, we apologize for the issues and appreciate your patience as we work through this matter.
Regards,
Consumer Marketing/Subscriber Services
336.727.7462

Review: While I am sure the company (Winston Salem Journal) is an excellent community member, the company is sending me 15+ emails per day. For 2+ weeks I have followed their directions to "opt out" of receiving these advertisements. Unfortunately, every attempt has failed. These attempts include request to be removed from individual sections and 'all' sections, neither worked. I have also sent the company direct eemails asking to be removed from their blind mailing lists, these requested have been ignored. Today I informed the Winston Salem Journal that I will be filing complaints with the Revdex.comDesired Settlement: Just to be removed from their blind mailing lists.

Business

Response:

From: [redacted] Sent: Thursday, February 19, 2015 11:45 AMTo: Kelly MaceSubject: RE: Revdex.com Complaint Hi Kelly,I’ve attached a PDF showing all of the different email lists he was on and the date he was unsubscribed. The bottom of the document also shows the last email that was sent to him which was last year.Is there a form I need to fill out. Is an email okay to say issue has been resolved. This is the first time I have handled a Revdex.com complaint. Please let me know if I need to do anything else.Thanks,Cathy [redacted]Customer Service Manager

Review: the newspaper carrier on wake forest campus has repeatly not delivered the paper not delivered the bills for the paper to the right address put paper in wrong driveways and has this problem other papers that were carried by same carrier. recently I have tried to call the journal about a offer inclues free coupon book to go on creditcard bill may efforts to call has been fruitless because I get a voice mail I have left my number to call back no one has returned my calls. the code on this mailer wnback. I thought if I took advantage of this offer perhaps my paper would get delivered, guess not.Desired Settlement: refund of all monies paid over the last year including the problem with wall street journal, and my coupon book.

Business

Response:

From: [redacted] Sent: Wednesday, January 28, 2015 3:42 PMTo: Kelly MaceSubject: Complaint #[redacted]January 28, 2015To: Kelly Mace, The Revdex.comFrom: [redacted]CUSTOMER EXPERIENCE INFORMATIONCustomer Information:[redacted]Customer’s Statement of the Problem:the newspaper carrier on wake forest campus has repeatly not delivered the paper not delivered the bills for the paper to the right address put paper in wrong driveways and has this problem other papers that were carried by same carrier. recently I have tried to call the journal about a offer inclues free coupon book to go on creditcard bill may efforts to call has been fruitless because I get a voice mail I have left my number to call back no one has returned my calls. the code on this mailer wnback. I thought if I took advantage of this offer perhaps my paper would get delivered, guess not.Complaint Background:Product/Service: newspaper3Settlement: Customers problems have been resolved and an Attractions Book has been mailed to his home.

Review: Without my consent the newspaper is adding additional publications "[redacted]" to my subscription and will bill me through my automatic draft. I received a letter telling me I must call them to opt out or they will bill me for something I did not order. Businesses send so much junk mail nowadays, I often discard without opening. I am just glad I happened to open this one.Is not adding and billing for products that a consumer does not order at the least deceptive and possibly fraudulent?Desired Settlement: Discontinue this business practice.

Business

Response:

I have spoken to the subscriber, apologized and resolved the issue.KMK

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They did not agree to discontinue the business practice of adding products and charges to my account that I do not order. They claim that because I may not have, for whatever reason, opted out for a product that I have de facto ordered it. The failure to opt out is not a product order. You can fail to opt out for many reasons, including error by the company. I had to hold for 6 minutes to get a customer service person in order to opt out of Spark Magazine, a product I did not order.

Regards,

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