Albany Democrat Herald

[redacted] ,I received a letter today in regards to complaint ID [redacted] .I apologize for my breach in process on the letter I received as a follow up from youOnthat same day I also received a letter from the Department of Justice regarding thiscomplaint and I responded to Ms [redacted] via email and cc'd the DOJ per their request.I also followed up that email (see attached) with a phone call to Ms [redacted] To date Ihave yet to receive a response to either form of communication.Where I failed in this process was to respond to you in writingI ask that you re-openthis complaint because I have made efforts to resolve this matter with no response fromthe complainant I assure you that excellent customer service is extremely important to our organization.Sincerely, Jeff P [redacted] Mid-Valley Media GroupAlbany Democrat-Herald, Corvallis Gazette-Times,Lebanon Express, Philomath Express(541) 812-

Thank you for your response to a complaint from one of our readers.I received your letterSpecifically, I'm referring to the complaint with the assigned ID***In this complaint the reader expressed frustration over the way she wasbeing handled over her billing this fallWhile trying to call
us to express her concernsshe felt as though they would not be addressedIn her words, "It now seems that thejust say that without doing it."I spoke with my director of circulation and found that we had been in contact with Ms.*** alreadyHer account had been credited and given an additional month past hercancellation dateBut, because she specifically asked for another credit of $6.27, we didthat as well this past weekThe issue has been resolved.I assure you that excellent customer service is extremely important to our organization
Sincerely,
Jeff P***

Complaint: ***Dept of Justice File #: ***I am rejecting this response because:On Monday, January 9, 2017, the Revdex.com suggested that after multiple attempts to contact the company and not receiving a reply and if my "complaint remains unaddressed, we suggest you consider contacting the State Attorney General's Office." I did contact and file a complaint with the State Attorney General's Office on Monday, January 9, 2017.The only contact I have received from the newspaper is a bill dated January 3, again requesting me to renew my subscription back dated to "11/6/to 11/21/16" (I'm guessing they meant Nov 21, 2017) for $196.92. This does not resolve the issue of a year's prepaid subscription starting in Dec being shortened because the paper decided to, without notice, charge more for some of the papers, ie July 13, a $paper, and they did not give me an itemization of all the times I called in and was told that they would credit my account for damaged, missing or late papers. While, yes my paper delivery continued to January 10, 2017, the renewal bill being back dated means the issue is not corrected I appreciate that you received a reply days after I filed the complaint with the State Attorney General's Office and I will cc them of this development on this emailSincerely,*** ***

*** Please See Attached Documents ***
*** ***Revdex.com Resolutions Consultant PO Box Dupont, WA 98327***,Thank you for your prompt response to a complaint from one of our readers.I received your letter todaySpecifically, I'm referring to the complaint with the assigned ID ***In
this complaint the reader expressed frustration over not receiving her TV Book in her Sunday, 10/11/editionWhile trying to call us to express her concern on Sunday she was unable to reach someone directly.I spoke with my director of circulation and he called her todayShe communicated to us that her TV Book complaint had been resolvedShe received her TV Book on Monday when that edition arrived on Monday morningWe apologized for the error and explained that if delivery complaints are logged on Sunday, they are resolved with the following day's newspaper delivery.I assure you that excellent customer service is extremely important to our organization.Sincerely,Jeff P***Publisher, Mid-Valley Media GroupAlbany Democrat-Herald, Corvallis Gazette-Times,Lebanon Express, Philomath Express*** ***

Thank you for your prompt response to a complaint from one of our readers.I'm referring to the complaint with the assigned ID ***In this complaint thereader expressed frustration over her billing being shortened by a rate increase andexpressed concern about how we're handling this across our
entire reader base.I sent an email to Ms*** directly to communicate some clarification on our billingpracticesI explained that while we reserve the right to raise our prices, that we notifyour customers of the rate increase prior to that increase taking effectShe referencessuch a letter in her complaint.I explained that if customers are unwilling to take the price increase we are planning, weare willing to talk and renegotiate to save that customerThis is what happened in thecase of her accountI let her know the status of her current end date for delivery andasked her if that meets her expectations.I assure you that excellent customer service is extremely important to our organization.Sincerely,Jeff P***

[redacted],I received a letter today in regards to complaint ID [redacted].I apologize for my breach in process on the letter I received as a follow up from you. Onthat same day I also received a letter from the Department of Justice regarding thiscomplaint and I responded to Ms. [redacted] via email and cc'd the DOJ per their request.I also followed up that email (see attached) with a phone call to Ms. [redacted]. To date Ihave yet to receive a response to either form of communication.Where I failed in this process was to respond to you in writing. I ask that you re-openthis complaint because I have made efforts to resolve this matter with no response fromthe complainant.
I assure you that excellent customer service is extremely important to our organization.Sincerely,
Jeff P[redacted]Mid-Valley Media GroupAlbany Democrat-Herald, Corvallis Gazette-Times,Lebanon Express, Philomath Express(541) 812-6125

Thank you for your prompt response to a complaint from one of our readers. I received your letter this week. Specifically, I’m referring to the complaint with the assigned ID [redacted]. In this complaint the reader expressed frustration over not receiving the full length of their subscription term....

This was an accurate assessment but was not something we planned for intentionally.   The telemarketing firm we used was offering a rate of $8 per month for a year. This is far below what we communicated to them, but because the rate (an old one) had appeared on their list to offer they did so. This was a communication mistake during our implementation with them. We are communicating with these customers (Mr. [redacted] included) that we will honor the rate they were offered, even though it was in error.   I assure you that excellent customer service is extremely important to our organization.   In addition to this email I am also sending this letter via postal mail.   Sincerely,      [redacted], Regional Publisher