We prefer that all requests for changes of any type to an account be submitted through our call centers as we record each call and can review them. Sometimes mistakes are made on our representatives parts for the exact request or the customer might've misunderstood the changes. With the call records...
we can definitively review each request and quickly determine how to fix any errors that may have occurred. Due to the nature of this request we have official documentation and a note has been added to the account to identify the source of the stop request. The account is set to stop for this Sunday 7/16/17 and no more papers should be delivered.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The customer called our customer service department on 11/27 and requested a refund for $56. On December 3rd our accounting department reviewed the notes from customer service and a refund was issued for $57.08. The customer should have that refund check in the next few days if not already. This...
credit is for issues that occurred earlier in the year prior to October.The last two months there was no credit for vacation because there were no records of vacation stops during that time. The most recent vacations on file were from 12/4-12/07 and also 11/18-11/22. These will be reflected on the December bill that will be sent out on 12/14. The customer's bills are sent out on the 14th of each month. There were no vacations recorded on the account between 10/15-11/14 that would be reflected on the November statement. In addition there was no vacation on record between 9/15-10/14 either. This is why there were no vacation credits recorded on the last two statements.
The delivery issues have been forwarded to our distribution team and they will work to make sure the papers are properly delivered going forward. In regards to the multiple emails sent out it sounds like there has been no reply on that front. Could you please assist us in tracking those emails so we...
can figure out where the point of failure occurred so we can eliminate this issue in the future? If you sent an email to our customer service emails there should be automatic replies with tracking numbers that we can review or at least send us a copy here or at least the email address that these emails were sent to. Thank you.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The...
representative was very nice and explained they didn't know there was an issue until I called. Her positive attitude kept me a customer and I renewed for the next year.
Regards,
[redacted]
This issue was originally sent to the Senior Distribution Director who delegated it to the district manager in charge of the delivery area for [redacted] as they would be on the front lines to take care of the issue. The district manager replied back that he has tried contact the home phone in addition to her cell phone. Each home phone attempt rings and then links the caller to the cell phone. In addition an email was sent to the customer by the district manager on Wednesday December 16th at 11:24 AM. The email's subject line is "Cincinnati Enquirer". The email details the district manager's attempted calls and encourages the customer to contact him with any issues. The bottom of the email has all the of the District Manager's contact information. The email was sent to the account we have on file , [redacted]. In response to the two copies issue. The District Manager stated that since contact has not been established all they can do is send some one out to verify that the paper has been delivered each day. When this occurs the person verifying the delivery will throw a second paper at the address if there is no paper found at the time of verification. The two papers are more than likely a result of the customer picking up the first paper before the verifying person has checked the delivery. Due to this new concern for two copies the verification process will cease and the customer should only see one paper as it seems that the delivery is fine at this point.
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] It is not the cost or the $3.00 credit I care about. I have been a subscriber of the Enquirer, and I use parts of the TV section to earn my living in the insurance business with regards to gathering people and businesses to call on. I estimate my damages have been at least $60 over the three weeks in business and lead loss.I want reimbursement for that amount. Then I will drop the whole matter.Thanks, [redacted]PH: ###-###-####
We apologize for the confusion. The letter mailed out refers to [redacted] company wide customer service center. They can typically assist in the majority of cases, but this [redacted] starts needs to be handled by our local customer service team. Their number is ###-###-####. That team will be...
able to properly process the order and get everything setup correctly.
It's not that we are saying that we get to keep the money. In order to ensure the customer receives the full value of their remaining balance we allow the customer the opportunity to run the balance out by continuing the subscription until the date they are paid through or transferring the remaining balance to a digital only account. If the customer chooses neither of these options then the balance remains on the account and if the customer ever chooses to return that positive balance is applied to the restart.In regards to the email that you provided it would suggest that you did indeed send an email to us and we would need to review the communication before a final determination can be made on this issue (there were no notes on the account about this communication no information provided about the customer about this other email communication to us).Can you please provide the full email address of the attached email communication so we can track it? The image says CincinnatiEnquirer and most likely it would've been [email protected]. If this is the email address then you should've received an automatic reply right afterwards with a tracking number. Could you please provide this tracking number so we can verify that we did indeed receive this email? Once the email is verified we will be able to provide a refund for the remaining balance in July as it would prove that we received the stop request and didn't stop the service in time.
Mr. [redacted] contacted the customer and said that the situation should be resolved as the customer now has his direct cell phone number in case any further issues arise.
The issue was forwarded to our classified ads department and they responded with the following-I was able to confirm with finance that 2 separate additional transactions of the cost of the customer’s initial ad was debited from his credit card. I also looked into his ad that he originally...
disputed and agreed that he deserved a refund for that as well. I have submitted a credit request for the amount he disputed- $100.26. He should see a refund within 2-4 weeks.
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.] no mention was made to make me the primary holder on my account. Which I am, and also no attempt was made to call me personally, to apologize for the inconvenience, I endured, or no mention of some kind of credit on my account, for not being able to access my account. Plus, the fact that there customer service rep was not polite. That was not addressed.
Regards,
[redacted]
Back at the beginning of this year we implemented a quarterly premium edition for $1 each paper. This new edition occurs once each quarter in the format of a bigger paper with more content. This edition replaces our Sunday paper for that day. We do not provide a regular version of that Sunday paper...
during those days. In order to inform all of our customers we mailed out a postcard to notify customers of the premium edition charges. There is no option to opt out as there is only a bigger edition available for those premium days.Upon review of the account our customer service team worked around this by issuing $4 in credits for the 4 upcoming premiums this year. However the customer has continued to call each time and our service team keeps offering additional credits. The customer has already been credited two times for each copy. In addition the Thanksgiving premium has been in place for years due to the amount of extra coupons and advertisements that are included in preparation for the upcoming weekend of consumer shopping.Again unfortunately at this time we do not offer any alternatives to opt out of this service. Also credits have already been applied for all the papers of concern.
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 would appreciate a more thorough response regarding the poor service I received, the reason why I had to call so many times to try and resolve w/ no success, and how they will ensure it will not happen again for future paper holds. I think a customer deserves a better reply than this. They could start with an apology.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. But I believe the letter/refund of $2.0 was lame.
Regards,
[redacted]
We apologize for the inconvenience of the unwanted advertisements. We have on record no active accounts at [redacted] We have forwarded the issue to our distribution team to ensure that nothing is being delivered to the address.
We prefer that all requests for changes of any type to an account be submitted through our call centers as we record each call and can review them. Sometimes mistakes are made on our representatives parts for the exact request or the customer might've misunderstood the changes. With the call records...
we can definitively review each request and quickly determine how to fix any errors that may have occurred. Due to the nature of this request we have official documentation and a note has been added to the account to identify the source of the stop request. The account is set to stop for this Sunday 7/16/17 and no more papers should be delivered.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The customer called our customer service department on 11/27 and requested a refund for $56. On December 3rd our accounting department reviewed the notes from customer service and a refund was issued for $57.08. The customer should have that refund check in the next few days if not already. This...
credit is for issues that occurred earlier in the year prior to October.The last two months there was no credit for vacation because there were no records of vacation stops during that time. The most recent vacations on file were from 12/4-12/07 and also 11/18-11/22. These will be reflected on the December bill that will be sent out on 12/14. The customer's bills are sent out on the 14th of each month. There were no vacations recorded on the account between 10/15-11/14 that would be reflected on the November statement. In addition there was no vacation on record between 9/15-10/14 either. This is why there were no vacation credits recorded on the last two statements.
The delivery issues have been forwarded to our distribution team and they will work to make sure the papers are properly delivered going forward. In regards to the multiple emails sent out it sounds like there has been no reply on that front. Could you please assist us in tracking those emails so we...
can figure out where the point of failure occurred so we can eliminate this issue in the future? If you sent an email to our customer service emails there should be automatic replies with tracking numbers that we can review or at least send us a copy here or at least the email address that these emails were sent to. Thank you.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The...
representative was very nice and explained they didn't know there was an issue until I called. Her positive attitude kept me a customer and I renewed for the next year.
Regards,
[redacted]
This issue was originally sent to the Senior Distribution Director who delegated it to the district manager in charge of the delivery area for [redacted] as they would be on the front lines to take care of the issue. The district manager replied back that he has tried contact the home phone in addition to her cell phone. Each home phone attempt rings and then links the caller to the cell phone. In addition an email was sent to the customer by the district manager on Wednesday December 16th at 11:24 AM. The email's subject line is "Cincinnati Enquirer". The email details the district manager's attempted calls and encourages the customer to contact him with any issues. The bottom of the email has all the of the District Manager's contact information. The email was sent to the account we have on file , [redacted]. In response to the two copies issue. The District Manager stated that since contact has not been established all they can do is send some one out to verify that the paper has been delivered each day. When this occurs the person verifying the delivery will throw a second paper at the address if there is no paper found at the time of verification. The two papers are more than likely a result of the customer picking up the first paper before the verifying person has checked the delivery. Due to this new concern for two copies the verification process will cease and the customer should only see one paper as it seems that the delivery is fine at this point.
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] It is not the cost or the $3.00 credit I care about. I have been a subscriber of the Enquirer, and I use parts of the TV section to earn my living in the insurance business with regards to gathering people and businesses to call on. I estimate my damages have been at least $60 over the three weeks in business and lead loss.I want reimbursement for that amount. Then I will drop the whole matter.Thanks, [redacted]PH: ###-###-####
We apologize for the confusion. The letter mailed out refers to [redacted] company wide customer service center. They can typically assist in the majority of cases, but this [redacted] starts needs to be handled by our local customer service team. Their number is ###-###-####. That team will be...
able to properly process the order and get everything setup correctly.
It's not that we are saying that we get to keep the money. In order to ensure the customer receives the full value of their remaining balance we allow the customer the opportunity to run the balance out by continuing the subscription until the date they are paid through or transferring the remaining balance to a digital only account. If the customer chooses neither of these options then the balance remains on the account and if the customer ever chooses to return that positive balance is applied to the restart.In regards to the email that you provided it would suggest that you did indeed send an email to us and we would need to review the communication before a final determination can be made on this issue (there were no notes on the account about this communication no information provided about the customer about this other email communication to us).Can you please provide the full email address of the attached email communication so we can track it? The image says CincinnatiEnquirer and most likely it would've been [email protected]. If this is the email address then you should've received an automatic reply right afterwards with a tracking number. Could you please provide this tracking number so we can verify that we did indeed receive this email? Once the email is verified we will be able to provide a refund for the remaining balance in July as it would prove that we received the stop request and didn't stop the service in time.
Mr. [redacted] contacted the customer and said that the situation should be resolved as the customer now has his direct cell phone number in case any further issues arise.
The issue was forwarded to our classified ads department and they responded with the following-I was able to confirm with finance that 2 separate additional transactions of the cost of the customer’s initial ad was debited from his credit card. I also looked into his ad that he originally...
disputed and agreed that he deserved a refund for that as well. I have submitted a credit request for the amount he disputed- $100.26. He should see a refund within 2-4 weeks.
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.] no mention was made to make me the primary holder on my account. Which I am, and also no attempt was made to call me personally, to apologize for the inconvenience, I endured, or no mention of some kind of credit on my account, for not being able to access my account. Plus, the fact that there customer service rep was not polite. That was not addressed.
Regards,
[redacted]
The issue has been forwarded to our distribution team and all delivery issues should be resolved going forward.
Back at the beginning of this year we implemented a quarterly premium edition for $1 each paper. This new edition occurs once each quarter in the format of a bigger paper with more content. This edition replaces our Sunday paper for that day. We do not provide a regular version of that Sunday paper...
during those days. In order to inform all of our customers we mailed out a postcard to notify customers of the premium edition charges. There is no option to opt out as there is only a bigger edition available for those premium days.Upon review of the account our customer service team worked around this by issuing $4 in credits for the 4 upcoming premiums this year. However the customer has continued to call each time and our service team keeps offering additional credits. The customer has already been credited two times for each copy. In addition the Thanksgiving premium has been in place for years due to the amount of extra coupons and advertisements that are included in preparation for the upcoming weekend of consumer shopping.Again unfortunately at this time we do not offer any alternatives to opt out of this service. Also credits have already been applied for all the papers of concern.
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 would appreciate a more thorough response regarding the poor service I received, the reason why I had to call so many times to try and resolve w/ no success, and how they will ensure it will not happen again for future paper holds. I think a customer deserves a better reply than this. They could start with an apology.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The Distribution Manager of the route has reached out to the customer and said they will be verifying delivery until the issue is resolved.
A refund was sent out on 3/10/16 for $41.01. The issue 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 [redacted], and find that this resolution is satisfactory to me. But I believe the letter/refund of $2.0 was lame.
Regards,
[redacted]
We apologize for the inconvenience of the unwanted advertisements. We have on record no active accounts at [redacted] We have forwarded the issue to our distribution team to ensure that nothing is being delivered to the address.