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 matter.]
Regards,
*** *** The primary reason for the complaint is that the Sunday paper was not being delivered at all. But since being contacted by the manager, the paper has been delivered but, not inserted into the slot on the mailbox
The distribution manager in charge of the carrier has contacted the customer and provided his contact informationThe main issue appears to be that the papers are not being inserted in the newspaper slot in the customer's mail box The manager will work with the carrier to ensure the paper is
properly delivered going forward
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,
*** ***---My name is *** *** and I did not receive Sunday, March 25, Please see my address below:
*** *** *** ** ***
Please see the receipt attached for confirmation.Thanks,***
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 matter.]
Regards,
*** *** What the Enquirer states is correctI have had my billing statement adjusted My complaint is not the money but having to call and wait for the adjustment I do not want this and would hope the Enquire would develop a system to omit the charge and addition to subscribers who do not want this. Regarding Thanksgiving, I do not receive a Thursday paper, why should I be charged for one.Thank you*** ** ***
We are of the belief that the papers are possibly being stolen due to the address being an apartment buildingThe Senior Distribution Director has been notified of the issue and has communicated the issue back down to the distribution teamHe stated that if the customer is still experiencing
issues then if the customer contacts him prior to AM then he will make sure that a paper is redeliveredThe Senior Distribution Director's name is Greg Watson and his number for contact is ***
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 matter.]
Regards,
*** ***i live in a condo in NantucketMy papers are not being stolen, they are not being delivered so that is just a outright lie!i have lived here for years and have been a subscriber most of the time I've lived here! The delivery issue atarted when they got a new delivery person! I've call every Sunday early and am also told that they will have one delivered right away but that doesn't happen either! Perhaps the distribution manager needs to do a drive along with the new person! Or maybe the manager should call me which I have asked in every email and phone call I've made in the past two months! Or perhaps the Cincinnati Enquirer just doesn't care!
When we first implemented these premium editions we encouraged the agents to provide credit for these papers if customers were at risk to stopWe did this at first because we wanted customers to actually experience and view these premium editions themselves before making the final decision to stopThe customer service agents are no longer encouraged to provide credits for these editions as the customer base has now received the editions from and should now recognize the value that has been added to their subscriptionWe would like to point out that these premium editions do not focus on Cincinnati only eventsThey are topics that impact the Cincinnati area, but also are relevant outside the cityThis most recent edition from April was labeled as “Uniquely Ohio”It covered a variety of famous people, places, and things all across the great state of Ohio that make it uniqueThen also this past December our premium edition was a 75th anniversary reflection of Pearl Harbor, which also is not a topic unique to Cincinnati only However if you still are not finding value in these new premium editions with extended content we are willing to provide a credit of $for the premium papers that you received so far this year
After speaking to the district manager he acknowledged that there was an issue on the customer's route last year and a new carrier had to be setup in FebruaryWe apologize for the poor customer service as the customer service center should've been able to provide credits upon requestWe have
cleared the final balance outIf the customer would like to restart service please let us know as we can get the account restarted if they would like to continue service with the new carrier in place
All the details provided before still standWe have on record the account starting on 7/16/at *** *** **There was a payment processed for $on 7/and another on 8/or $The card on file matches the description of the card that was provided on the confirmation statement at the time of sale (this confirmation email was attached in the previous response)When we tried to process the card in September it declined and we moved the account to Printed Bill instead of automatic monthly credit card deductions starting in OctoberWe have no record of the customer contacting us prior to 11/to notify us of any issuesThe distribution team has confirmed twice that the papers were being delivered to the addressAccording to our records we have delivered the papers since 7/and stopped service altogether effective 11/due to the customer's request to cease service
We do not have a guaranteed delivery timeThe key for us is being consistent with our deliveryIf we are getting the paper closer to 8AM then that is most likely the best we can do in that areaIf delivery is starting to show up an hour or two later from the customer’s delivery time would
most likely be cause for concern of an issue with a carrierThe credits that the customer is trying to self-apply are not applicable as credit was already given when the customer called into our call centerThe adjustments will be reflected on the customer’s next bill statementAs we have evolved into a full access content provider a subscription not only includes delivery of a physical newspaper, but also full access to the same content on our website and to the e-newspaperThe e-newspaper is a digital replica of the physical paper and the customer has access to the two most current weeks of e-newspapersThe customer can get the same content from us onlineA customer is subscribing to our content, not just the medium of print
The District Manager was made aware of the issue and relayed the information to the carrier in the areaThere should be no more deliveries as the DM has requested daily verification that papers aren't being delivered
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,
*** ***
We reviewed the phone call made yesterday in regards to the complaint. Due to the misinformed sales tactics from the kiosk vendor we will be refunding the entire amount of $24.67. A credit should be posted back on to the credit card statement in about a week.
The carrier has been on
this route for over years
and has never had a significant issue with any
customer over that period of time. He is very proud of his ability to
deliver our products and our alternate products. He told us that this customer was
getting the paper as subscribed and he's throwing the paper where it should
be easily retrievable for the customer. We have been verifying the
delivery since the initiation of this complaint and the papers have been
delivered as subscribed and in good conditionDespite our verification efforts we are still seeing complaints from the customer about missed papersThe paper is being delivered in good condition and we believe the issue is resolved
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] 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 matter.]
Regards,
[redacted]
Of course this does not resolve my complaint. I clearly listed what was acceptable to me, and as usual, it was ignored and the Enquirer responded in a way that blames the customer. I have reviewed other complaints on file and this seems to be SOP.Let me clarify the way this happened. My husband suffered a massive heart attack and we can no longer afford the paper. I called the 800 # from his hospital room. Why you have no record - I have no idea, nor do I really care. I do however find being called a liar very insulting.I did not call again - I didn't need to since your reps were constantly calling me. I explained more than once why the paper needed to be cancelled. It, and the bills kept coming. I am an honest person and don't want something for nothing, so I paid it. At one point, my husband approached the carrier and asked that they stop delivering the paper. It actually stopped for a while (with no billing adjustment of course), but started up again. I paid the bill one more time and wrote on it to PLEASE cancel the paper! As you pointed out, that may have been the wrong way to address it, but since nothing else worked, it was a last resort. If you had any kind of customer service, written correspondence like that would get forwarded to the correct area to handle - not simply ignored. But that allows you to continue to deliver the paper and demand payment. It's called strong arm tactics, and I can see from the complaint history here and other websites that it's the way you do business. I know it, you know it, and the increase in complaints for the Enquirer in the last year reflects it. I understand circulation is down, but this is no way for a business to treat customers.Again, what I want to resolve the issue is:Cancel the paper (which you say is handled)Mark any outstanding bill as paid in fullRescind any credit history reporting that may have been doneDo not contact us again
We have no notification on file for a cancellation request nor any phone records in regards to the customer calling in to our customer service center. There will be a stop placed on the account to stop it effective tomorrow 1/8.According to the complaint the customer has tried to cancel by sending...
notification in written format with the monthly bill payment. This method will not work as the address for our bills is a PO box that forwards payments to the bank directly for payment processing. There is a line on each bill stating, " Do not send cash or correspondence. Notify our customer service center department of an changes or corrections. CUSTOMER SERVICE: 1-800-876-4500."The account will be stopped effective 1/8 one day after we first received notice (this complaint) to stop the account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I never received the newspaper. Point blank. Maybe your newspaper deliver doesn't know address numbers and is confused. They definitely didn't put it on my door nob as you claimed previously. This obviously is getting no where. The last response actually is different than the original. Which inaccurately claims I did contact you and I said my paper was being stolen, now the story has changed to I never contacted you until Nov, which is true. Unfortunately your lies are not coming together. I need this balance to be 0 as I never received the product and the only bill I received was the day I called to cancel. I'm am not denying I signed up. I just never received a product or a bill. I don't see my request being honored. You may want to consider a new deliver as they are either incompetent or liars. I have no need to rage about a $56 bill, its the principle of the matter. I never received a paper and the companies story continues to change. I will make sure everyone I know is aware of the type of company you are and that apparently your delivery people are completely incompetent.
Regards,
[redacted]
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 matter.]
Regards,
*** *** The primary reason for the complaint is that the Sunday paper was not being delivered at all. But since being contacted by the manager, the paper has been delivered but, not inserted into the slot on the mailbox
The distribution manager in charge of the carrier has contacted the customer and provided his contact informationThe main issue appears to be that the papers are not being inserted in the newspaper slot in the customer's mail box The manager will work with the carrier to ensure the paper is
properly delivered going forward
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,
*** ***---My name is *** *** and I did not receive Sunday, March 25, Please see my address below:
*** *** *** ** ***
Please see the receipt attached for confirmation.Thanks,***
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 matter.]
Regards,
*** *** What the Enquirer states is correctI have had my billing statement adjusted My complaint is not the money but having to call and wait for the adjustment I do not want this and would hope the Enquire would develop a system to omit the charge and addition to subscribers who do not want this. Regarding Thanksgiving, I do not receive a Thursday paper, why should I be charged for one.Thank you*** ** ***
The customer should have the distribution directors number for contact of any issuesThe issue should be resolved
We are of the belief that the papers are possibly being stolen due to the address being an apartment buildingThe Senior Distribution Director has been notified of the issue and has communicated the issue back down to the distribution teamHe stated that if the customer is still experiencing
issues then if the customer contacts him prior to AM then he will make sure that a paper is redeliveredThe Senior Distribution Director's name is Greg Watson and his number for contact is ***
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 matter.]
Regards,
*** ***i live in a condo in NantucketMy papers are not being stolen, they are not being delivered so that is just a outright lie!i have lived here for years and have been a subscriber most of the time I've lived here! The delivery issue atarted when they got a new delivery person! I've call every Sunday early and am also told that they will have one delivered right away but that doesn't happen either! Perhaps the distribution manager needs to do a drive along with the new person! Or maybe the manager should call me which I have asked in every email and phone call I've made in the past two months! Or perhaps the Cincinnati Enquirer just doesn't care!
A representative from our advertising department contacted the customer and the issues should now be resolved
When we first implemented these premium editions we encouraged the agents to provide credit for these papers if customers were at risk to stopWe did this at first because we wanted customers to actually experience and view these premium editions themselves before making the final decision to stopThe customer service agents are no longer encouraged to provide credits for these editions as the customer base has now received the editions from and should now recognize the value that has been added to their subscriptionWe would like to point out that these premium editions do not focus on Cincinnati only eventsThey are topics that impact the Cincinnati area, but also are relevant outside the cityThis most recent edition from April was labeled as “Uniquely Ohio”It covered a variety of famous people, places, and things all across the great state of Ohio that make it uniqueThen also this past December our premium edition was a 75th anniversary reflection of Pearl Harbor, which also is not a topic unique to Cincinnati only However if you still are not finding value in these new premium editions with extended content we are willing to provide a credit of $for the premium papers that you received so far this year
After speaking to the district manager he acknowledged that there was an issue on the customer's route last year and a new carrier had to be setup in FebruaryWe apologize for the poor customer service as the customer service center should've been able to provide credits upon requestWe have
cleared the final balance outIf the customer would like to restart service please let us know as we can get the account restarted if they would like to continue service with the new carrier in place
All the details provided before still standWe have on record the account starting on 7/16/at *** *** **There was a payment processed for $on 7/and another on 8/or $The card on file matches the description of the card that was provided on the confirmation statement at the time of sale (this confirmation email was attached in the previous response)When we tried to process the card in September it declined and we moved the account to Printed Bill instead of automatic monthly credit card deductions starting in OctoberWe have no record of the customer contacting us prior to 11/to notify us of any issuesThe distribution team has confirmed twice that the papers were being delivered to the addressAccording to our records we have delivered the papers since 7/and stopped service altogether effective 11/due to the customer's request to cease service
We do not have a guaranteed delivery timeThe key for us is being consistent with our deliveryIf we are getting the paper closer to 8AM then that is most likely the best we can do in that areaIf delivery is starting to show up an hour or two later from the customer’s delivery time would
most likely be cause for concern of an issue with a carrierThe credits that the customer is trying to self-apply are not applicable as credit was already given when the customer called into our call centerThe adjustments will be reflected on the customer’s next bill statementAs we have evolved into a full access content provider a subscription not only includes delivery of a physical newspaper, but also full access to the same content on our website and to the e-newspaperThe e-newspaper is a digital replica of the physical paper and the customer has access to the two most current weeks of e-newspapersThe customer can get the same content from us onlineA customer is subscribing to our content, not just the medium of print
The District Manager was made aware of the issue and relayed the information to the carrier in the areaThere should be no more deliveries as the DM has requested daily verification that papers aren't being delivered
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,
*** ***
We reviewed the phone call made yesterday in regards to the complaint. Due to the misinformed sales tactics from the kiosk vendor we will be refunding the entire amount of $24.67. A credit should be posted back on to the credit card statement in about a week.
The carrier has been on
this route for over years
and has never had a significant issue with any
customer over that period of time. He is very proud of his ability to
deliver our products and our alternate products. He told us that this customer was
getting the paper as subscribed and he's throwing the paper where it should
be easily retrievable for the customer. We have been verifying the
delivery since the initiation of this complaint and the papers have been
delivered as subscribed and in good conditionDespite our verification efforts we are still seeing complaints from the customer about missed papersThe paper is being delivered in good condition and we believe the issue is resolved
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] 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 matter.]
Regards,
[redacted]
Of course this does not resolve my complaint. I clearly listed what was acceptable to me, and as usual, it was ignored and the Enquirer responded in a way that blames the customer. I have reviewed other complaints on file and this seems to be SOP.Let me clarify the way this happened. My husband suffered a massive heart attack and we can no longer afford the paper. I called the 800 # from his hospital room. Why you have no record - I have no idea, nor do I really care. I do however find being called a liar very insulting.I did not call again - I didn't need to since your reps were constantly calling me. I explained more than once why the paper needed to be cancelled. It, and the bills kept coming. I am an honest person and don't want something for nothing, so I paid it. At one point, my husband approached the carrier and asked that they stop delivering the paper. It actually stopped for a while (with no billing adjustment of course), but started up again. I paid the bill one more time and wrote on it to PLEASE cancel the paper! As you pointed out, that may have been the wrong way to address it, but since nothing else worked, it was a last resort. If you had any kind of customer service, written correspondence like that would get forwarded to the correct area to handle - not simply ignored. But that allows you to continue to deliver the paper and demand payment. It's called strong arm tactics, and I can see from the complaint history here and other websites that it's the way you do business. I know it, you know it, and the increase in complaints for the Enquirer in the last year reflects it. I understand circulation is down, but this is no way for a business to treat customers.Again, what I want to resolve the issue is:Cancel the paper (which you say is handled)Mark any outstanding bill as paid in fullRescind any credit history reporting that may have been doneDo not contact us again
We have no notification on file for a cancellation request nor any phone records in regards to the customer calling in to our customer service center. There will be a stop placed on the account to stop it effective tomorrow 1/8.According to the complaint the customer has tried to cancel by sending...
notification in written format with the monthly bill payment. This method will not work as the address for our bills is a PO box that forwards payments to the bank directly for payment processing. There is a line on each bill stating, " Do not send cash or correspondence. Notify our customer service center department of an changes or corrections. CUSTOMER SERVICE: 1-800-876-4500."The account will be stopped effective 1/8 one day after we first received notice (this complaint) to stop the account.
We have removed the customer's contact information from all solicitation methods.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I never received the newspaper. Point blank. Maybe your newspaper deliver doesn't know address numbers and is confused. They definitely didn't put it on my door nob as you claimed previously. This obviously is getting no where. The last response actually is different than the original. Which inaccurately claims I did contact you and I said my paper was being stolen, now the story has changed to I never contacted you until Nov, which is true. Unfortunately your lies are not coming together. I need this balance to be 0 as I never received the product and the only bill I received was the day I called to cancel. I'm am not denying I signed up. I just never received a product or a bill. I don't see my request being honored. You may want to consider a new deliver as they are either incompetent or liars. I have no need to rage about a $56 bill, its the principle of the matter. I never received a paper and the companies story continues to change. I will make sure everyone I know is aware of the type of company you are and that apparently your delivery people are completely incompetent.
Regards,
[redacted]