Advance Telecom

Thank you for your prompt reply I apologize as I missed responding to the original complaint regarding not receiving the papers Due to the error of the carrier not only delivering while you were stopped but then not delivering some of the papers in the vacation pack request you made I have credited you wks for the delivery issues while on vacation Your paid through date was November 15, 2016, with two weeks credit you are now paid through November 29, I also copied [redacted] on this email so that he knows he needs to contact you directly regarding the ongoing issues with the carrier during your vacation stops You should have a call from [redacted] within the next business days to respond back to you as to what to expect on future vacation stop requests For future information when you stop your paper for days or less whether you want them saved and delivered or just stop print, there is no credit for stop periods of days or less Every subscription includes print and digital so even though you stop your print either just stop or save your subscription remains active so that you have digital access and are charged during this period For days or greater you have an option to receive digital only at the digital only rate or stop print and digital access and receive a creditSincerely, [redacted] Circulation Specialist Supervisor Capital Newspapers [redacted] Office- [redacted] Fax- [redacted] Email: [redacted] Call Center 1-800-362-

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.It has been four weeks since my complaint to the Revdex.com, and I continue to receive the Your Essential Shopper (despite the response that the problem would be fixed "right away") The most recent edition arrived at my home today, so the problem has not yet been resolved.I would like to know when I can expect the Wisconsin State Journal to stop delivering the shopper I think that the WSJ should include information on their web site about 1) how to unsubscribe from the YES, and 2) how long it takes for the delivery to stop.? Regards, [redacted]

in looking at her subscription it appears the carrier delivered on Sept as he/she should have but nothing after that When she called in Sept and Oct for Sunday misses, we sent messages each time to our carrier about the missing Sunday papers and she was credited Then on Oct a message was sent to our District Manager [redacted] to follow up with the carrier as she also missed Oct again and [redacted] followed up with the carrier, but obviously did not do any good as [redacted] called again about missing Oct On Oct [redacted] left [redacted] a voicemail with his name and phone number to call him back and again attempted to call her yesterday and as far as I know, he has not heard back from her so he is hoping no news is good news We are having to assume she received this last Sundays paper Oct but have not had this confirmed that all is resolved I have copied [redacted] on this email so hopefully she lets us know all is finally resolved and accept our apology for the missing papers Her wk subscription from July is now paid with all credits through April 22, We hope this is resolved on our end and that [redacted] is satisfied Sincerely, [redacted] Circulation Specialist Supervisor

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 While I respect the fact that the WI State Journal has introductory subscription rates, I do not see online where it lists what the "full" price is for a month subscription so when our bill kept going up each cycle, it is impossible to know just how high it will go I had no way to know that our bill wouldn't just keep going up each time we received one To make this more clear to the consumer, I would request that the WI State Journal post the full price along with introductory rates so subscribers will see what they will be paying when the introductory rate is over Also, in the response we received, it indicates that we threatened to cancel our subscription, this was not the case My husband simply asked why someone wouldn't cancel their subscription and just resubscribe to get a lower rate The customer service rep with whom he spoke immediately responded by offering us the lower rate and did not provide any sort of explanation towards the policy around their subscription rates and the introductory rates and "full" rates When my husband called, it would have been a great time to for their representative to explain the billing procedures and why our bill had gone up Regards, [redacted]

I apologize for the delay in my response as this was sent to our Wisconsin State Journal office rather than our circulation department where we address delivery issuesIn short we did have an issue in BrodheadWe first started getting calls on Sun and notified our District Manager who was out of town until Mon as he was dealing with another route issue in another townThe District Manager between the two areas was doing what he could to find out what was going onTurned out a sub was on the route who it turned out did not do the route starting on Sun but did not notify anyone just picked up the papers but didn't deliverWhen the regular carrier was reached while on vacation he was told to either find a new sub or return to do the route himself which he returned on Thur and the route was back on track on FriBetween Mon and Thurs the District Manager was making calls to customers, carriers, sub, etc to try to get the route covered as he was doing a route in another town so unfortunately it took longer than what we would like or normallydoes but by Fri Aug 21st all was back in order.It is my understanding that the Sauer's did receive a call from [redacted] the District Manager sometime between Mon and Thurs and they and others were credited for the missing papers, which is our practiceUnfortunately calls dd not get returned as quick as we would have liked nor the route resolved as quick but unfortunately this does happen from time to timeNo one was being lied to as reps were telling customers what they could based on not knowing and when we did find out it was due to a sub not doing the route that was what customers were toldUnfortunately this does happen more than we would like when dealing with independent contractors and we get them resolved as quickly as we canIf you need any other information let me know [redacted] Circulation Specialist SupervisorCapital NewspapersOffice (608)252-6341Fax (608)250-

We like most subscription companies have different introductory offers for new subscribers at any given time and do have different subscribers on different rates at all times depending on what we are offering to who and where All of our offers whether on our website or in paper ads or inserts all have our standard disclaimers listedHere is what I pulled from the website of our current disclaimer listed above the submit button: Offer not valid with any other discounts or promotionsCarrier delivery onlyMust not have been a subscriber in the past days or have a previous balanceOther restrictions may applyPlease allow 3-business days to process new subscriptionsAll carrier home-delivered subscriptions include select premium editionsRefer to the Wisconsin State Journal for additional premium day information and rateHome delivery subscribers will see a slight reduction in the length of their subscription due to the premium rate To opt out 0: premium editionscall [redacted] History of the Cronins of [redacted] **Start date was Nov 18, and has had the following subscription rates and terms: Full rate for the Wisconsin State Journal for everyday is $per week and based on below this customer has never paid full rate wk free Nov thru Feb wk $for wks Feb thru Aug wk $Aug thru Feb wk $Feb thru Aug wk $Aug to Mar Current invoice for March 8th sent to them was full rate of $for wks but instead of paying this they called and threatened to cancel if they did not get the new subscriber offer that was online and in error the rep agreed to let renew at $ The rep should have let them renew at their most recent payment of $as they were not eligible for the online new subscriber offer as they are a current subscriber but they did and we honored itThe subscriber pays every wks and you can see the rates are not double each time but they are a step up which is how we increase customers They have received the rates they were entitled to and are not entitled to a creditNotes going forward on their account state they must pay what they are invoiced as a current subscriber Sincerely, [redacted]

I received the complaint ID# [redacted] regarding our subscriber whose subscription was under the name of [redacted] Prior to receiving this complaint I had been in communication with Kimberly and we have the issue resolved based on the messaging we did back and forth via FacebookSee below how the issue was resolved · [redacted] I was forwarded your Facebook posting regarding the Wisconsin State Journal and your auto paymentPlease send me your delivery address so I can follow up on with youI am leaving for the day but will be back tomorrow until p.mThank youDebbie Capital Newspapers · November · 11/20, 4:03pm [redacted] Kurt Dr., Madison, WI · November · 11/20, 7:17pm [redacted] Thank you KimI will look into this when I get to work on Friday and will be back in touch· 11/20, 7:38pm [redacted] Thanks · [redacted] I show that you must have talked to someone on the 13th and I hope that they explained the error and that when the rep in Nov fixed the error that rep should have explained that since your restart in Aug your card had not charged to pay for papers from Aug to Nov and this is what caused the multiple chargesI apologize for them not explaining to you in Nov what happened and how it was going to be handledIf you would like to restart I can offer you wks free of the Mon thru SatLet me know and I can get this started next week when I return· 11/21, 3:19pm [redacted] I didn't like how someone had the authority to swipe four transactions from my account with no communication from you guysNo one should be able to do thatWhen I authorized you to take an automatic payment from my account it was for one payment a monthIf you failed to restart my account after it was placed on hold in August that is on youOur paper continued to come, we thought our payments were coming outWe may have owed you money, but it was in your court to communicate that to us by stopping our paper or by sending us an email or letter explaining that our payments were past dueMy husband was out of work when four payments were processed in November, if I had not checked our account we could have bounced checks and then we would be left paying those billsYour company was very irresponsible with our account and I have no interest in you having access to our account again unless you own up to your mistakes and reimburse us fully · [redacted] I apologize for the delay in getting back to youI will credit your account for the multiple charges that have not been refunded which is for additional for a total of $due to this error not being caught when our call center runs the report in question weeklyThe rep in November also missed an opportunity to talk to you about what happened before the multiple charges occurredPlease accept our apology for the error in the first place and for not responding to you about the error before the charges occurred when you called our call center in November about the issueI show you should have received a refund of $for one of the payments and you will receive within 3-business days another refund of $for the other payments of $If I can be of any assistance in the future please email me directly at [redacted] · Wednesday · 11/26, 11:20pm [redacted] Thank you so much Debbie! I hope this can help that to not happen for future customersWe love the paper, maybe we will come back in the future· 11/26, 11:42pm [redacted] Thank you for accepting our apologyIf you wish to subscribe let me know and the offer for weeks free will be availableHappy Thanksgiving· 11/26, 11:58pm [redacted] Sincerely, [redacted] Circulation Specialist Supervisor Capital Newspapers Fish Hatchery RdMadison, WI Phone Fax

On August 2, 2016, I subscribed to the Wisconsin State Journal, since that date I have only received Sunday papers, of those where while I had a vacation hold inI have called every Sunday that I did not get a paper, getting the same response we will credit your account, but nothing is done about the poor service that this carrier provides I have asked to have a manager call me but no one calls, so today I canceled my subscribition and they are only giving me a partcial refund

WSJ sent me a renewal form for my weekly paper with EZ pay at $per month I signed up for it and the first payment was $ When I called they said the rate went up 29% increase between when I signed up and the first payment what a crock! After threatening to cancel they agreed to the lower rate but only if I paid a year in advance which eliminated the monthly pay option

I am writing in response to Mr *** complaint from his address of *** *** ** *** Wi concerning lack of follow up from our local manager regarding his service issues of the
Wisconsin State Journal. I have copied Mr *** and *** Phillips our local manager for Brodhead on this email response.
We acknowledge there has been delivery issues over the past year and as of last Friday, Oct 23rd our District Manager *** Phillips contracted the 3rdcarrier on this route in the past months. Unfortunately, finding new and good carriers is not as easy as it used to be but that does not take away from the customer should have received a return phone call back from *** on each request that was made previously and I do show there were previous requests so I apologize that there has been no communication from *** to Mr ***. I was in touch with *** today, and I am assured by ***, that he will be in contact with Mr ***, today and will not only apologize for the delivery issues but for his lack of his response
For any future delivery issues the customer may contact *** Phillips directly at *** *** ***. I have also attached a copy of the original Revdex.com letter and the customer complaint on this email response.
Sincerely,
*** ***
Circulation Specialist Supervisor
Capital Newspapers
Fish Hatchery RdMadison, WI Phone Fax [email protected]

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 belowWhat prompted this complaint was the failure to receive five days of stopped papers beginning August 26th, together with the inexplicable delivery of many papers while we were still on vacation after those first five daysThe carrier inexplicably restarted the papers even though the vacation hold was still in force and we were not homeAs I pointed out, we could have been robbedWe still have not received an explanation for why the paper was restarted after five days We also never did receive the five papers. The screen shot provided says "val-pak," which indicates to me that we have been charged for those five papersWe never at any time received a "val-pak." I called the district manager after he talked to my wife and left a message that we had not received the five papersThe message explained that she was sick at that time she talked to him and therefore forgot to ask for the missing papersHe never returned my callI do agree that the subscription rate is not $per year That was a typographical error on my partThe subscription rate is roughly $per year, which still does not equate to the level of service provided
Regards,
*** ***

Customer is [redacted] on route [redacted]
sans-serif;"> 
From everything I can tell by his subscription issues, hopefully have been resolved.  I not only cc’d the customer on this email but also copied the District Manager [redacted] on this email, so he can respond as needed to the customer for any follow up. I put an additional message to the carrier reminding them to deliver dry readable papers and to read messages accurately for vacation stops. 
 
As you can also see there is not an $800 payment made on his subscription. 
 
See attachments and any issues don’t hesitate to let us know.    
 
Sincerely,
[redacted]
Circulation Specialist Supervisor
Capital Newspapers
1901 Fish Hatchery Rd.
Madison, WI 53713
Phone 608 252 6341
Fax      608 250 4326
[email protected]
 
Attached are screen shots of the customers account showing the subscription dates, the payments and amounts, all vacation stop/restart dates requested by the customer and any complaints/service issues reported by the customer.  On the 2nd screen shot you can see the amount of each payment for the past 4 from Dec 2014 to most recent one eff from May 29th. And pays about every 26 wks.  The subscriptions in our computer system shows first contact back to Sept 21, 1979 and through current date today paid through Nov 14, 2016. 
For the 3rd and 4th screen shots these dates of actions shown sends a message to the carrier on the carriers next bundle top for the customer in question letting the carrier know either a stop/restart date or if a report is made about a missing paper or a message about a paper being delivered during a stop period, etc.
Based on a conversation the customer had prior to Sept 6 [redacted], the District Manager for this carrier had given this customer a call and gave him his name and direct number [redacted] to call him should there be any issues.  On Sept 6 evidently customer lost [redacted] contact information and called our call center and another message went to [redacted] asking [redacted] to contact the customer regarding additional delivery issues and my understanding [redacted] contacted the customer again to assist and find out what the  also was told that [redacted] the District Manager contacted the customer after the last phone call made to us on Sept. 
I have copied the customer on this email and [redacted] as well along with copies of all screen shots showing documentation that we have and what we have done. 
Sincerely,
[redacted]
Circulation Specialist Supervisor
Capital Newspapers
[redacted]
Screen shots for Revdex.com complaint from this customer.  Reference ID# is [redacted]
This 1st screen shot shows the specific subscription dates based on the payments received.
This 2nd screen shot shows the payment amounts through the most recent payment of $188.50 received May 9 and that subscription start date is eff May 29 and paid through Nov 14 as shown in the subscription dates in above 1st screen shot.
This 3rd is a list of vacation dates entered by the customer either over the phone, or mostly using our automated phone system and the last one was using our website.  For each stop and save the carrier is sent a message to stop and hold and then a message to deliver saved papers and restart regular delivery.    
This last screen shot is any complaints/requests made by the customer regarding delivery issues or stop/restart issues each time the customer reported a problem and these print also to the carrier the next delivery day.

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 called every Sunday that the newspaper was not delivered to me, I never received a sunday paper at all, and I called every week to let them know and it never got resolved.  I did finally receive a paper on 10-30, as scheduled.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.  For your reference, details of the offer I reviewed appear below.
Delivery issues related to the carrier have not been resolved.  Again, today 3/1/2-16, I had to make a call to Madison Newspapers to report another missed delivery and request a credit.  The newspaper representative told me that it was due to an issue with the carrier. 
It is my position that the customer should not have to bear the 1) frustration and inconvenience of placing a call to Madison Newspapers; 2) the financial cost of paying for a replacement newspaper at the newsstand and, 3) safety (late delivered newspapers left to lie on the driveway) because of a personnel issue (i.e., carrier's level of reliability) that Madison Newspapers repeatedly refuses to adequately address. 
It's ironic that a newspaper publisher does not reliably and timely deliver the news!  Madison Newspapers, your customers deserve the service they're paying for--timely delivery of the news! 
 
Regards,
[redacted]

I received the complaint ID# [redacted] regarding our subscriber whose subscription was under the name of [redacted]. ...

Prior to receiving this complaint I had been in communication with Kimberly and we have the issue resolved based on the messaging we did back and forth via Facebook. See below how the issue was resolved. 
·          [redacted]
I was forwarded your Facebook posting regarding the Wisconsin State Journal and your auto payment. Please send me your delivery address so I can follow up on with you. I am leaving for the day but will be back tomorrow until 3 p.m. Thank you.
Debbie Capital Newspapers
·         November 20
·         
11/20, 4:03pm
[redacted]
13 Kurt Dr., Madison, WI 53714
·         November 20
·         
11/20, 7:17pm
[redacted]
Thank you Kim. I will look into this when I get to work on Friday and will be back in touch.
·         
11/20, 7:38pm
[redacted]
Thanks.
 
·         [redacted]
I show that you must have talked to someone on the 13th and I hope that they explained the error and that when the rep in Nov fixed the error that rep should have explained that since your restart in Aug your card had not charged to pay for papers from Aug to Nov and this is what caused the multiple charges. I apologize for them not explaining to you in Nov what happened and how it was going to be handled. If you would like to restart I can offer you 8 wks free of the Mon thru Sat. Let me know and I can get this started next week when I return.
·         
11/21, 3:19pm
[redacted]
I didn't like how someone had the authority to swipe four transactions from my account with no communication from you guys. No one should be able to do that. When I authorized you to take an automatic payment from my account it was for one payment a month. If you failed to restart my account after it was placed on hold in August that is on you. Our paper continued to come, we thought our payments were coming out. We may have owed you money, but it was in your court to communicate that to us by stopping our paper or by sending us an email or letter explaining that our payments were past due. My husband was out of work when four payments were processed in November, if I had not checked our account we could have bounced checks and then we would be left paying those bills. Your company was very irresponsible with our account and I have no interest in you having access to our account again unless you own up to your mistakes and reimburse us fully.
 
·         [redacted]
I apologize for the delay in getting back to you. I will credit your account for the multiple charges that have not been refunded which is for 3 additional for a total of $51.90 due to this error not being caught when our call center runs the report in question weekly. The rep in November also missed an opportunity to talk to you about what happened before the multiple charges occurred. Please accept our apology for the error in the first place and for not responding to you about the error before the charges occurred when you called our call center in November about the issue. I show you should have received a refund of $18.43 for one of the payments and you will receive within 3-10 business days another refund of $51.90 for the other 3 payments of $17.30. If I can be of any assistance in the future please email me directly at [redacted]
·         Wednesday
·         
11/26, 11:20pm
[redacted]
Thank you so much Debbie! I hope this can help that to not happen for future customers. We love the paper, maybe we will come back in the future.
·         
11/26, 11:42pm
[redacted]
Thank you for accepting our apology. If you wish to subscribe let me know and the offer for 8 weeks free will be available. Happy Thanksgiving.
·         
11/26, 11:58pm
[redacted]
[redacted]
 
 
Sincerely,[redacted]Circulation Specialist Supervisor
Capital Newspapers
1901 Fish Hatchery Rd.
Madison, WI 53713
Phone 608 252 6341
Fax      608 250 4326

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 only MARGINALLY.  I am pleased that we will have a new carrier, and will withhold judgement as to whether that is a successful resolution until I see the performance for a while.  I think that is fair, since this issue has gone on a LONG time with numerous times of trying to resolve the concern directly with State Journal's customer service to no avail.
AND, Mr. [redacted] did not offer any form of apology whatsoever (I was on speakerphone in my car, with my wife listening, and she was amazed at the lack of apology) -- just made excuses.  So, when the State Journal response indicates that an apology was offered, that is NOT correct!
Beyond that, I did not receive any explanation as to why my calls were never returned -- or why it is necessary to sit on hold for 10-20 minutes whenever I called into customer service.
Finally, why does it take Revdex.com's intervention before a business like the State Journal, who runs their own column helping individuals having problems with poor customer service, responds to multiple customer complaints.
So -- while I accept the resolution as it seems like I have little additional recourse, I am NOT especially satisfied.
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.  For your reference, details of the offer I reviewed appear below.It has been four weeks since my complaint to the Revdex.com, and I continue to receive the Your Essential Shopper (despite the response that the problem would be fixed "right away").  The most recent edition arrived at my home today, so the problem has not yet been resolved.I would like to know when I can expect the Wisconsin State Journal to stop delivering the shopper.  I think that the WSJ should include information on their web site about 1) how to unsubscribe from the YES, and 2) how long it takes for the delivery to stop.?
Regards,
[redacted]

[redacted]
3:15 PM (0 minutes ago)
tome
yes, so far, so good.

As Ms [redacted] notes in her complaint the carrier did have a series of family medical emergencies in early February and they should not have affected her delivery service.  She placed a call to us on February 16, 2016 asking for a District...

Manager to call her about her delivery problems.  The District Manager tried calling her multiple times but did not reach her and was not able to leave a message at the phone number provided.  The District Manager is still trying to get in contact with her and is going to try emailing her to see if that is successful.  We have credited Ms [redacted] account with us in the amount of $14.50 for 2 free weeks of delivery for her delivery problems. Sincerely, [redacted] State Operations Manager Capital Newspapers [redacted]
[redacted]  [redacted]
[redacted]
[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.
While I respect the fact that the WI State Journal has introductory subscription rates, I do not see online where it lists what the "full" price is for a 6 month subscription so when our bill kept going up each cycle, it is impossible to know just how high it will go.  I had no way to know that our bill wouldn't just keep going up each time we received one.  To make this more clear to the consumer, I would request that the WI State Journal post the full price along with introductory rates so subscribers will see what they will be paying when the introductory rate is over.  Also, in the response we received, it indicates that we threatened to cancel our subscription, this was not the case.  My husband simply asked why someone wouldn't cancel their subscription and just resubscribe to get a lower rate.  The customer service rep with whom he spoke immediately responded by offering us the lower rate and did not provide any sort of explanation towards the policy around their subscription rates and the introductory rates and "full" rates.  When my husband called, it would have been a great time to for their representative to explain the billing procedures and why our bill had gone up.  
Regards,
[redacted]