Advance Telecom

in looking at her...

subscription it appears the carrier delivered on Sept 18 as he/she should have but nothing after that.  When she called in Sept 25 and Oct 3 for Sunday misses, we sent messages each time to our carrier about the missing Sunday papers and she was credited.  Then on Oct 18 a message was sent to our District Manager [redacted] to follow up with the carrier as she also missed Oct 16 again and [redacted] followed up with the carrier, but obviously did not do any good as [redacted] called again about missing Oct 23.  
 
On Oct 25 [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 30 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 26 wk subscription from July 30 is now paid with all credits through April 22, 2017.  
 
We hope this is resolved on our end and that [redacted] is satisfied.  
 
 
Sincerely,
 
[redacted]
Circulation Specialist Supervisor

On August 2, 2016, I subscribed to the Wisconsin State Journal, since that date I have only received 3 Sunday papers, 2 of those where while I had a vacation hold in. I 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.

Thank you for your prompt reply.  I apologize as I missed responding to the original complaint regarding not receiving the 5 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 2 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, 2016.
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 3 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 13 days or less whether you want them saved and delivered or just stop print, there is no credit for stop periods of 13 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 14 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 credit.
Sincerely,
[redacted]
Circulation Specialist Supervisor
Capital Newspapers
[redacted]
Office- [redacted]
Fax- [redacted]
Email: [redacted]
Call Center 1-800-362-8333

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 issues. In short we did have an issue in Brodhead. We 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 town. The District Manager between the two areas was doing what he could to find out what was going on. Turned 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 deliver. When 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 Fri. Between 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 normal practice. Unfortunately 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 time. No 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 told. Unfortunately this does happen more than we would like when dealing with independent contractors and we get them resolved as quickly as we can. If you need any other information let me know.
[redacted] Circulation Specialist SupervisorCapital NewspapersOffice (608)252-6341Fax (608)250-4326

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 listed. Here is what I pulled from the website of our current disclaimer listed above the submit button:
 
Offer not valid with any other discounts or promotions. Carrier delivery only. Must not have been a subscriber in the past 30 days or have a previous balance. Other restrictions may apply. Please allow 3-7 business days to process new subscriptions. All
carrier home-delivered subscriptions include select premium editions. Refer to the Wisconsin State Journal for additional premium day information and rate. Home delivery subscribers will see a slight reduction in the length of their subscription due to the premium rate. 
To opt out 0: premium editions. call [redacted]. History of the Cronins of [redacted]. Start date was Nov 18, 2011 and has had the following subscription rates and terms: Full rate for the Wisconsin State Journal for everyday is $5.50 per week and based on below 
this customer has never paid full rate.
 
13 wk free Nov 18 2011 thru Feb 16 2012
26 wk $40 for 26 wks Feb 17 2012 thru Aug 16 2012
26 wk $71.50 Aug 172012 thru Feb 27 2013
26 wk $71.50 Feb 28 2013 thru Aug 26 2013
26 wk $110.00 Aug 27 2013 to Mar 7 2014
 
Current invoice for March 8th sent to them was full rate of $143.00 for 26 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 $71.50. 
The rep should have let them renew at their most recent payment of $110 as they were not eligible for the online new subscriber offer as they are a current subscriber but they did and we honored it. The subscriber pays every 26 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 credit. Notes going forward 
on their account state they must pay what they are invoiced as a current subscriber.
 
Sincerely,
 
[redacted]

We are in receipt of the attached complaint regarding the requested stop delivery of our YES product to the customer at [redacted]
I am not sure why it was not stopped on our end after the multiple requests stated in the complaint from the customer. I show a stop was sent to our carrier yesterday so the YES product should not have been stopped. Ialso just left a message at the customer's phone number apologizing for the ongoing delivery of this product and asked them if they did in fact receive one this past Sunday to call me and let me know as we did send a messageto the carrier to stop delivery. I also have a message to the District Manager to follow up to make sure no more deliveries go to this address.
Sincerely,[redacted]
Circulation Specialist SupervisorCapital Newspapers1901 Fish Hatchery RdMadison, WI 53713Office 608 252 6341