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.] 3B. Their is no reason why the Enquirer cannot publish the rates in the daily paper. If they change on a monthly basis change them every month, its that simply. You are printing the paper daily so I see no reason why you can't publish the rates daily so the subscriber knows what they are being billed for daily.I would also like to comment that I see no apology whatsoever from the paper that they did not deliver "five" issues in one month, that I called their customer service department and got the runaround and then had to take more time out of my day to file this complaint because of the ineptness ot the Enquireer staff. I would also like to point out that your comment in paragraph 3a that we subscribe to a digital copy is incorrect. I subscribe to the printed paper. The Enquirer forces me to pay for the digital copy along with the printed version, I do not want the digital copy. Please do your job and deliver the printed copy that is what I want.
Regards,
[redacted]
The account we have associated with this customer is [redacted]. There are no records to show contact of any kind by the customer since April of 2017 where there was a request to switch deliver to the Sunday Only frequency of delivery. We can submit the account to stop right away, but in order to...
issue a refund for an unfulfilled stop request we would need either a copy of the email that was sent with the automatic reply email that has the tracking number for the email request. Or we also could search our call records if the customer can provide more details such as the exact date of the call and/or the number that was used to call the call center, but this method only works if the customer spoke to a live representative.
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 [redacted]er 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 Distribution Director said that he followed up with Mr[redacted] on this continuing issueHe said that the team is checking the delivery each weekendThere was an additional delivery recently because there was an subscription in the same areaIt was delivered to the wrong addressIt should be resolved now and Mr[redacted] has the director's contact information so he can report any future issues to him directly and get them resolved immediately
[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]
We are monitoring this from a higher level, but the issue has fallen back on to Sharon S. to make sure the carrier is properly taking care of the issue. We realize that there have already been issues with Sharon in your experience, but we have discussed the issue and she has ensured us that there is a plan in place to verify that delivery no longer occurs. Mark G. is Sharon’s supervisor and would be the contact person if future issues occur He can be reached at ###-###-#### (office) and ###-###-####. [redacted]
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.
My concerns remain. The Enquirer response is inaccurate. There was an unidentified call that was unanswered in our call log, which evidently was the Enquirer. A voice mail message was not left, so we could not know the Enquirer was trying to reach us. An email was subsequently received with contact information.In the meantime, since the original complaint cited frequently missed deliveries, we have been getting 2 newspapers each day. We have reported this to the Enquirer at least 3 times to no avail. The Enquirer response states this is their answer (multiple papers) to missed deliveries. Most times there were 2 papers in the driveway, not another delivery after we had retrieved one. This business practice is not a solution and totally unreasonable. This needs elevation and exposure to a higher level of management. What was the problem that caused repeated delivery misses? Why was a follow up delivery needed (to check if the original delivery was made) instead of correcting the issue of missed deliveries? These are not cost effective business practices nor good customer service. The Enquirer management at a higher level needs to be made aware of these practices. [redacted]
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.
Customer does not appreciate the paper not arriving at a certain time every morning. "This is wrong; a late paper is trash". Customer did not agree to being treated this way. Customer does not need or want Electronic content. Customer did not receive the paper on Monday, 1/9. Customer does not agree with the credits to his bill not reflecting the total cost of the paper."This is wrong". "This is no way to run a business and treat customers like dirt".
Regards,
[redacted]
The issue has been resolved on our end by ensuring the proper delivery and crediting the missed deliveries. There is nothing more we can do as the customer stated they are waiting until a certain time has passed with satisfactory delivery service.
The Director of Distribution reached out to the customer. There will be a delivery of the missed TV book tomorrow. Also credit has been given to the account for the missed TV books.
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.
The Enquirer did finally provide the promised credit - they said they had turnover and system issues!!!!! After 3 months of my time and aggravation, I want to be compensated. I bill out at $250 per hour and spent at least 3 hours on trying to get this resolved. The ad we ran cost us $200 - I want a refund of that amount as well!!
Regards,
[redacted]
The district manager of the customer's route will now be responsible for the customer's delivery until a new carrier can be brought up to speed on how to effectively delivery the paper. The paper should be correctly delivered in the mail slot going forward.
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.
Now that I can attach proof, you can clearly see that I e-mailed Cincinnati Enquirer to their e-mail address of [redacted]. Subject CLEARLY states "Cancel Delivery Service". I gave my phone number and address. I sent this 2 months ago on September 24, 2016 at 10:44 AM. I also told the NUMEROUS harassing Cincinnati Enquirer Agents when they called me that I cancelled. ALL COMMUNICATION WILL STOP. I'm NOT paying you [redacted] one more cent for a service that I cancelled!
Regards,
[redacted]
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.
Regards,
[redacted]---Hi [redacted],What I had in my last email was to cancel and refund my money. I think it is ridiculous to pay $26.31 for 2 newspaper. I want it CANCELLED and REFUND.Hope this clarifies things.Thanks,[redacted]
I forwarded the issue to our regional distribution director. He...
forwarded back to me an email correspondence he had with the customer between 12/20 and 12/22. The customer has his contact information and if any further issues occur the distribution director can be contacted. In addition the distribution director has made sure the carrier is aware of the situation and issue should be cleared.
The stop request reached someone in our accounting department already and the account was stopped on 1/1/18. We apologize for the issues you experienced by having trouble contacting our customer service center. We had high phone call volume this past month affecting performance of our customer...
service operations and we are looking into ways to alleviate these issues in the future. Thank you.
[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 in on 3/14 to stop her paper in order to take advantage of an offer that was only available to new customers who are not currently active. A few hours later she called in to sign up on the promotion. Our system had not processed the cancellation request yet, but the new rep she...
spoke to said she would be willing to set the account up on the promotional rate without requiring the customer to cancel. The offer was for $10.83 month plus tax for the Daily (Monday thru Sunday) delivery. The customer was concerned during this second call because she was notified that her monthly payment of $27.56 was processed in between the 1st and 2nd call that day. The rep said she would put a refund request in to credit back the difference. The refund request was not processed as it is up to our finance department to review the account and determine the correct payment amount. There are no notifications on the account, but as someone who often helps in deciding such matters it looks like the refund was not processed as the account was properly charged. The customer’s previous rate before 3/15 was $25.00 month + tax. In March we had a Premium paper which accounted for another $1 + tax for the month. In total $27.56 was billed on 3/14. The payment was originally billed to pay the customer for papers received between 2/29 – 3/31. Since the customer changed her rate on 3/15 the paid through date was adjusted back to 4/23 to reflect the new rate of $10.83+tax which was applied on 3/15. The customer then was called by a supervisor on 3/21 who explained that the last payment of $27.56 had the customer paid through 4/23. The customer agreed with the information provided and then requested that the automatic billing date be moved to the 28th of the month. The supervisor at this point incorrectly told the customer that the payments taken out on the 28th would reflect the following month’s payments. This information is incorrect as our billing system charges for papers received during the given calendar month. So if a month of papers are being charged on April 28th it will reflect papers from 4/1 – 4/30. The customer had her next automatic payment deducted on 4/28 for $3.74 this reflected the remaining April balance as her last payment in March had her paid until 4/23. The customer then followed up with a call on 6/6 asking for clarification of why she was charged $11.48 on 5/28 and only $3.74 on 4/28. A supervisor called back on 6/10 to provide this information, but again unfortunately this supervisor provided more misinformation saying the low charge of $3.74 on 4/28 was due to a courtesy credit of roughly $7 by a previous rep. The customer hung up in confusion as the supervisor was not able to provide correct and clarifying information on the account as the customer was under the assumption that the monthly rate was supposed to be reflective of $25 total for a 6 month period. In regards to the overall issue, the customer is still on the discounted offer that she was offered back on 3/15 and that rate is still in place for the 6 months after that date. Her monthly rate is $10.83 +tax
Thank you for providing the emails. This will help us to improve our email communications. Upon review of the emails you stated that you want to cancel the account. Your original complaint here made no mention of a cancellation request. We previously communicated the missed deliveries to our distribution team and the delivery issues will be resolved going forward. We will provide the appropriate credits/refund but need to know if you still would you like to cancel or keep the paper with the improved service?
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.] 3B. Their is no reason why the Enquirer cannot publish the rates in the daily paper. If they change on a monthly basis change them every month, its that simply. You are printing the paper daily so I see no reason why you can't publish the rates daily so the subscriber knows what they are being billed for daily.I would also like to comment that I see no apology whatsoever from the paper that they did not deliver "five" issues in one month, that I called their customer service department and got the runaround and then had to take more time out of my day to file this complaint because of the ineptness ot the Enquireer staff. I would also like to point out that your comment in paragraph 3a that we subscribe to a digital copy is incorrect. I subscribe to the printed paper. The Enquirer forces me to pay for the digital copy along with the printed version, I do not want the digital copy. Please do your job and deliver the printed copy that is what I want.
Regards,
[redacted]
The account we have associated with this customer is [redacted]. There are no records to show contact of any kind by the customer since April of 2017 where there was a request to switch deliver to the Sunday Only frequency of delivery. We can submit the account to stop right away, but in order to...
issue a refund for an unfulfilled stop request we would need either a copy of the email that was sent with the automatic reply email that has the tracking number for the email request. Or we also could search our call records if the customer can provide more details such as the exact date of the call and/or the number that was used to call the call center, but this method only works if the customer spoke to a live representative.
[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 [redacted]er 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 Distribution Director said that he followed up with Mr[redacted] on this continuing issueHe said that the team is checking the delivery each weekendThere was an additional delivery recently because there was an subscription in the same areaIt was delivered to the wrong addressIt should be resolved now and Mr[redacted] has the director's contact information so he can report any future issues to him directly and get them resolved immediately
Our customer service team just told us that they had contacted the customer directly and that everything is taken care of.
[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]
We are monitoring this from a higher level, but the issue has fallen back on to Sharon S. to make sure the carrier is properly taking care of the issue. We realize that there have already been issues with Sharon in your experience, but we have discussed the issue and she has ensured us that there is a plan in place to verify that delivery no longer occurs. Mark G. is Sharon’s supervisor and would be the contact person if future issues occur He can be reached at ###-###-#### (office) and ###-###-####. [redacted]
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.
My concerns remain. The Enquirer response is inaccurate. There was an unidentified call that was unanswered in our call log, which evidently was the Enquirer. A voice mail message was not left, so we could not know the Enquirer was trying to reach us. An email was subsequently received with contact information.In the meantime, since the original complaint cited frequently missed deliveries, we have been getting 2 newspapers each day. We have reported this to the Enquirer at least 3 times to no avail. The Enquirer response states this is their answer (multiple papers) to missed deliveries. Most times there were 2 papers in the driveway, not another delivery after we had retrieved one. This business practice is not a solution and totally unreasonable. This needs elevation and exposure to a higher level of management. What was the problem that caused repeated delivery misses? Why was a follow up delivery needed (to check if the original delivery was made) instead of correcting the issue of missed deliveries? These are not cost effective business practices nor good customer service. The Enquirer management at a higher level needs to be made aware of these practices. [redacted]
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.
Customer does not appreciate the paper not arriving at a certain time every morning. "This is wrong; a late paper is trash". Customer did not agree to being treated this way. Customer does not need or want Electronic content. Customer did not receive the paper on Monday, 1/9. Customer does not agree with the credits to his bill not reflecting the total cost of the paper."This is wrong". "This is no way to run a business and treat customers like dirt".
Regards,
[redacted]
The issue has been resolved on our end by ensuring the proper delivery and crediting the missed deliveries. There is nothing more we can do as the customer stated they are waiting until a certain time has passed with satisfactory delivery service.
The Director of Distribution reached out to the customer. There will be a delivery of the missed TV book tomorrow. Also credit has been given to the account for the missed TV books.
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.
The Enquirer did finally provide the promised credit - they said they had turnover and system issues!!!!! After 3 months of my time and aggravation, I want to be compensated. I bill out at $250 per hour and spent at least 3 hours on trying to get this resolved. The ad we ran cost us $200 - I want a refund of that amount as well!!
Regards,
[redacted]
The district manager of the customer's route will now be responsible for the customer's delivery until a new carrier can be brought up to speed on how to effectively delivery the paper. The paper should be correctly delivered in the mail slot going forward.
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.
Now that I can attach proof, you can clearly see that I e-mailed Cincinnati Enquirer to their e-mail address of [redacted]. Subject CLEARLY states "Cancel Delivery Service". I gave my phone number and address. I sent this 2 months ago on September 24, 2016 at 10:44 AM. I also told the NUMEROUS harassing Cincinnati Enquirer Agents when they called me that I cancelled. ALL COMMUNICATION WILL STOP. I'm NOT paying you [redacted] one more cent for a service that I cancelled!
Regards,
[redacted]
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.
Regards,
[redacted]---Hi [redacted],What I had in my last email was to cancel and refund my money. I think it is ridiculous to pay $26.31 for 2 newspaper. I want it CANCELLED and REFUND.Hope this clarifies things.Thanks,[redacted]
I forwarded the issue to our regional distribution director. He...
forwarded back to me an email correspondence he had with the customer between 12/20 and 12/22. The customer has his contact information and if any further issues occur the distribution director can be contacted. In addition the distribution director has made sure the carrier is aware of the situation and issue should be cleared.
The stop request reached someone in our accounting department already and the account was stopped on 1/1/18. We apologize for the issues you experienced by having trouble contacting our customer service center. We had high phone call volume this past month affecting performance of our customer...
service operations and we are looking into ways to alleviate these issues in the future. Thank you.
[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 in on 3/14 to stop her paper in order to take advantage of an offer that was only available to new customers who are not currently active. A few hours later she called in to sign up on the promotion. Our system had not processed the cancellation request yet, but the new rep she...
spoke to said she would be willing to set the account up on the promotional rate without requiring the customer to cancel. The offer was for $10.83 month plus tax for the Daily (Monday thru Sunday) delivery. The customer was concerned during this second call because she was notified that her monthly payment of $27.56 was processed in between the 1st and 2nd call that day. The rep said she would put a refund request in to credit back the difference. The refund request was not processed as it is up to our finance department to review the account and determine the correct payment amount. There are no notifications on the account, but as someone who often helps in deciding such matters it looks like the refund was not processed as the account was properly charged. The customer’s previous rate before 3/15 was $25.00 month + tax. In March we had a Premium paper which accounted for another $1 + tax for the month. In total $27.56 was billed on 3/14. The payment was originally billed to pay the customer for papers received between 2/29 – 3/31. Since the customer changed her rate on 3/15 the paid through date was adjusted back to 4/23 to reflect the new rate of $10.83+tax which was applied on 3/15. The customer then was called by a supervisor on 3/21 who explained that the last payment of $27.56 had the customer paid through 4/23. The customer agreed with the information provided and then requested that the automatic billing date be moved to the 28th of the month. The supervisor at this point incorrectly told the customer that the payments taken out on the 28th would reflect the following month’s payments. This information is incorrect as our billing system charges for papers received during the given calendar month. So if a month of papers are being charged on April 28th it will reflect papers from 4/1 – 4/30. The customer had her next automatic payment deducted on 4/28 for $3.74 this reflected the remaining April balance as her last payment in March had her paid until 4/23. The customer then followed up with a call on 6/6 asking for clarification of why she was charged $11.48 on 5/28 and only $3.74 on 4/28. A supervisor called back on 6/10 to provide this information, but again unfortunately this supervisor provided more misinformation saying the low charge of $3.74 on 4/28 was due to a courtesy credit of roughly $7 by a previous rep. The customer hung up in confusion as the supervisor was not able to provide correct and clarifying information on the account as the customer was under the assumption that the monthly rate was supposed to be reflective of $25 total for a 6 month period. In regards to the overall issue, the customer is still on the discounted offer that she was offered back on 3/15 and that rate is still in place for the 6 months after that date. Her monthly rate is $10.83 +tax
Thank you for providing the emails. This will help us to improve our email communications. Upon review of the emails you stated that you want to cancel the account. Your original complaint here made no mention of a cancellation request. We previously communicated the missed deliveries to our distribution team and the delivery issues will be resolved going forward. We will provide the appropriate credits/refund but need to know if you still would you like to cancel or keep the paper with the improved service?