As stated we did mail out a postcard detailing the changes to the billing of the subscriptionThese premium Sunday papers are part of the subscription packageThere is no way to separate these premium copies as they are enhanced copies of the Sunday paper. We hope that with time
the customer will come to appreciate these premium copies as they are an effort by us to provide more exclusive content to our subscribers
We apologize for the wait time and the bad experience you had trying to contact our customer service teamWe have set the account to stop immediately and a refund will be generated and sent out in the next few daysIt should appear as a statement credit on the card that was used
[A default letter is provided here which indicates your acceptance of the business's response If
you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
* ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
To assist us in bringing this matter to a close, we would like to know your view on the matterWil]iam ***
This so-called "premium edition" is not an offering as the Enquirer states but a "mandatory addition" at the subscribers costEnquirer states "they evaluated the option and decided"What about the readers/subscribers desires? If I go to Graeters for ice cream, it is my choice to add a topping at extra cost or notIts not requiredIf I shop for a new car, it's my choice to pay extra for chrome wheels or stay with the standard steel onesIn a CHOICE based society, how and why does the Enquirer management decide what I need to read or notIf they're so convinced that this is what readership desires, why didn't they conduct an open survey among perpetual subscribers to determine what percentage would like or not like this premium editionBecause they knew the answer before the question was presentedIf they still don't appreciate my convictions and opinions they can file them under their ever waving banner titled the First Amendment
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Enquirers' response is solely a "boilerplate" comment not a worthwhile or subscriber friendly answerThe inclusion of this quarterly premium section is NOT a voluntary matter on the part of the subscriber but mandated by the newspaper If the Enquirer contends that it isn't possible to exclude this section from Sunday deliveries I then ask how can they promote their other "special offer" of a Puzzle Section included with your home delivery but make that promotion only available by direct request of the subscriber? I realize, as I'm sure the Gannett Corp does, hard copy newspaper media is on the decline but don't antagonize the loyal home subscribers by literally "pushing' an item on them without choiceThis is a good method to lose even more readers than they have to on-line business
Regards,
*** ***
The total amount refunded was $The ad was called in and setup in early September for $After the deadline to cancel the order had passed to cancel the ad the customer called in because they found a cheaper price online for $We agreed to cancel the original ad so the customer could take care of the online ad placement separatelyAn adjustment was sent out to credit the original ad, however due to the original terms of the offer being non-refundable after deadline the system didn't process the refundUntil recently we were unaware of the issue and we notified the credit department to manually input the credit to bypass the system preventing the refundThe entire ad was refunded for $although it did run for one day on 9/12/
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please
contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ---The cincinnati enquirer has settled my complaint by crediting my account*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Regards,
*** ***Problem: *** is assigned to this complaintthe enquirer said if I got the paper I have to pay for the ads no matter what....what keeps them from charging for ads put in other papersthis is unfair to the consumers.Desired Outcome: not to charge for unwanted ads
Upon review there was never a request to stop serviceWe did have a phone call from *** *** on 5/27/to update the credit card on file as there were problems on our end with the current card no longer working*** stated there was a recent fraud of her old card and provided a new
card to keep the account goingUnaware to the rep that this would be an issue, the account was set to stop for non-pay the next day on 5/28/With it being Memorial Day Weekend the payment wasn't processed until 6/1/The account ended up stopping for non-payment on 5/28, but when the payment posted on 6/it reactivated the account and the accountFrom an accounting perspective everything looked fine as a credit was applied in June for the days when the account was stopped and the credit card on file was deducting payments each month.Due to this complaint and a review of other recent contacts we have been made aware that there was an issue on the customer's end where they stated that the paper hasn't been deliveredAs we followed up with our delivery agents they acknowledged that they in fact have not been delivering the paper to the customer's address since it first stopped back on 5/28/With this final piece of information we have determined that the customer will be receiving a full refund of the payments deducted for service since 6/1/16. A refund of $has been applied to the card we have on file and the customer should see the credit appear on their credit card statement within the next week or two
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that
this does not resolve my complaint The business did reply to my complaint with the following sentence: "Delivery will cease immediately and we will verify no delivery has occurred until we or the consumer are satisfied that the carrier has gotten the message"There is no name or contact information for the individual who responded to my complaint. Please inform the Cincinnati Enquirer that I would like the name and contact information for the person who is guaranteeing the fact that I will no longer receive newspapers from them. It is common business courtesy to sign any correspondence with a name. I am glad that they are ceasing delivery to my address, but they need to provide a name for the individual who made this reply, in case this becomes and issue in the future.Thanks,
*** ***
We have on record that an account was started at the address on 7/16/At that time we also processed a one time payment for $Then again on 8/15/we took a prorated payment automatically for service between 8/16/- 8/31/for $Then in September on 9/14/the credit
card we had on file declined the monthly payment and the account was switched to printed billWe mailed out a double bill for September and October for $on 10/We did not receive that and we mailed out the most recent bill for $to cover September thru November.In addition to the payments the customer started the paper through one of our kiosk vendorsThe customer would've also received a carbon copy of the start submission formWe also received a confirmation email from our system when the vendor submitted it into our processing systemUnfortunately the customer did not provide her email at the time of sale as we do not have an email on recordIf she did, she would've also received a copy of the email confirmation at the same timeAttached is a copy of the email confirmation that we received.According to our Distribution Director the carrier has been delivering to the address, but a few weeks ago the customer got in touch with the carrier and told him that she though it was being stolenSo recently the carrier had started hanging the paper directly on the unit doorThis may be why the customer thought the paper never started, however we were never notified of the issues until recently and we do not provide service credit for stolen papers.We called the customer last week and left a contact numberWe have not heard back sinceWe had taken two separate payments for a total of $that were processed successfully and the customer is stating that there were no charges on her card statementWe urge the customer to check her bank statement again for the two payment dates listed earlier and the transactions should be listed under Gannett Ohio Media.As of now the account is closed with a negative balance of $for unpaid papers between 8/31/- 11/29/
To ensure the account is stopped the preferred method to have the stop honored as requested is to call our customer service number at ###-###-####Per the request of this complaint we have entered a stop on the account and noted this Revdex.com complaint as referenceThe account will officially stop
Saturday 6/Today will have been the last day of delivery
One of our distribution directors reached out to the customer and gave out their contact information for any future issuesAlso the credits have been applied to the account for the missed papers
There is no record on the account history of any attempt to cancel the serviceThis is the first official instance that we have on recordThe account will be stopped immediatelyFor the record all cancellations should be communicated to our customer service center via phone at 1-***
That number can also be used for billing/service inquiries or if you want to make your account active again
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
As stated we did mail out a postcard detailing the changes to the billing of the subscriptionThese premium Sunday papers are part of the subscription packageThere is no way to separate these premium copies as they are enhanced copies of the Sunday paper. We hope that with time
the customer will come to appreciate these premium copies as they are an effort by us to provide more exclusive content to our subscribers
The issue was forwarded to the distribution director who said that no further deliveries should occur until 3/
the attached document has a timeline of events plus the account status as of today
We apologize for the wait time and the bad experience you had trying to contact our customer service teamWe have set the account to stop immediately and a refund will be generated and sent out in the next few daysIt should appear as a statement credit on the card that was used
Our accounting department reached out to the customer today and the situation should be resolved
[A default letter is provided here which indicates your acceptance of the business's response If
you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
* ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
To assist us in bringing this matter to a close, we would like to know your view on the matterWil]iam ***
This so-called "premium edition" is not an offering as the Enquirer states but a "mandatory addition" at the subscribers costEnquirer states "they evaluated the option and decided"What about the readers/subscribers desires? If I go to Graeters for ice cream, it is my choice to add a topping at extra cost or notIts not requiredIf I shop for a new car, it's my choice to pay extra for chrome wheels or stay with the standard steel onesIn a CHOICE based society, how and why does the Enquirer management decide what I need to read or notIf they're so convinced that this is what readership desires, why didn't they conduct an open survey among perpetual subscribers to determine what percentage would like or not like this premium editionBecause they knew the answer before the question was presentedIf they still don't appreciate my convictions and opinions they can file them under their ever waving banner titled the First Amendment
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Enquirers' response is solely a "boilerplate" comment not a worthwhile or subscriber friendly answerThe inclusion of this quarterly premium section is NOT a voluntary matter on the part of the subscriber but mandated by the newspaper If the Enquirer contends that it isn't possible to exclude this section from Sunday deliveries I then ask how can they promote their other "special offer" of a Puzzle Section included with your home delivery but make that promotion only available by direct request of the subscriber? I realize, as I'm sure the Gannett Corp does, hard copy newspaper media is on the decline but don't antagonize the loyal home subscribers by literally "pushing' an item on them without choiceThis is a good method to lose even more readers than they have to on-line business
Regards,
*** ***
The total amount refunded was $The ad was called in and setup in early September for $After the deadline to cancel the order had passed to cancel the ad the customer called in because they found a cheaper price online for $We agreed to cancel the original ad so the customer could take care of the online ad placement separatelyAn adjustment was sent out to credit the original ad, however due to the original terms of the offer being non-refundable after deadline the system didn't process the refundUntil recently we were unaware of the issue and we notified the credit department to manually input the credit to bypass the system preventing the refundThe entire ad was refunded for $although it did run for one day on 9/12/
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please
contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ---The cincinnati enquirer has settled my complaint by crediting my account*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Regards,
*** ***Problem: *** is assigned to this complaintthe enquirer said if I got the paper I have to pay for the ads no matter what....what keeps them from charging for ads put in other papersthis is unfair to the consumers.Desired Outcome: not to charge for unwanted ads
Upon review there was never a request to stop serviceWe did have a phone call from *** *** on 5/27/to update the credit card on file as there were problems on our end with the current card no longer working*** stated there was a recent fraud of her old card and provided a new
card to keep the account goingUnaware to the rep that this would be an issue, the account was set to stop for non-pay the next day on 5/28/With it being Memorial Day Weekend the payment wasn't processed until 6/1/The account ended up stopping for non-payment on 5/28, but when the payment posted on 6/it reactivated the account and the accountFrom an accounting perspective everything looked fine as a credit was applied in June for the days when the account was stopped and the credit card on file was deducting payments each month.Due to this complaint and a review of other recent contacts we have been made aware that there was an issue on the customer's end where they stated that the paper hasn't been deliveredAs we followed up with our delivery agents they acknowledged that they in fact have not been delivering the paper to the customer's address since it first stopped back on 5/28/With this final piece of information we have determined that the customer will be receiving a full refund of the payments deducted for service since 6/1/16. A refund of $has been applied to the card we have on file and the customer should see the credit appear on their credit card statement within the next week or two
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that
this does not resolve my complaint The business did reply to my complaint with the following sentence: "Delivery will cease immediately and we will verify no delivery has occurred until we or the consumer are satisfied that the carrier has gotten the message"There is no name or contact information for the individual who responded to my complaint. Please inform the Cincinnati Enquirer that I would like the name and contact information for the person who is guaranteeing the fact that I will no longer receive newspapers from them. It is common business courtesy to sign any correspondence with a name. I am glad that they are ceasing delivery to my address, but they need to provide a name for the individual who made this reply, in case this becomes and issue in the future.Thanks,
*** ***
We have on record that an account was started at the address on 7/16/At that time we also processed a one time payment for $Then again on 8/15/we took a prorated payment automatically for service between 8/16/- 8/31/for $Then in September on 9/14/the credit
card we had on file declined the monthly payment and the account was switched to printed billWe mailed out a double bill for September and October for $on 10/We did not receive that and we mailed out the most recent bill for $to cover September thru November.In addition to the payments the customer started the paper through one of our kiosk vendorsThe customer would've also received a carbon copy of the start submission formWe also received a confirmation email from our system when the vendor submitted it into our processing systemUnfortunately the customer did not provide her email at the time of sale as we do not have an email on recordIf she did, she would've also received a copy of the email confirmation at the same timeAttached is a copy of the email confirmation that we received.According to our Distribution Director the carrier has been delivering to the address, but a few weeks ago the customer got in touch with the carrier and told him that she though it was being stolenSo recently the carrier had started hanging the paper directly on the unit doorThis may be why the customer thought the paper never started, however we were never notified of the issues until recently and we do not provide service credit for stolen papers.We called the customer last week and left a contact numberWe have not heard back sinceWe had taken two separate payments for a total of $that were processed successfully and the customer is stating that there were no charges on her card statementWe urge the customer to check her bank statement again for the two payment dates listed earlier and the transactions should be listed under Gannett Ohio Media.As of now the account is closed with a negative balance of $for unpaid papers between 8/31/- 11/29/
To ensure the account is stopped the preferred method to have the stop honored as requested is to call our customer service number at ###-###-####Per the request of this complaint we have entered a stop on the account and noted this Revdex.com complaint as referenceThe account will officially stop
Saturday 6/Today will have been the last day of delivery
One of our distribution directors reached out to the customer and gave out their contact information for any future issuesAlso the credits have been applied to the account for the missed papers
There is no record on the account history of any attempt to cancel the serviceThis is the first official instance that we have on recordThe account will be stopped immediatelyFor the record all cancellations should be communicated to our customer service center via phone at 1-***
That number can also be used for billing/service inquiries or if you want to make your account active again
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***