[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.]
Revdex.com:What the WSJ said is correctI did call in December and was assured by a WSJ rep that my subscription would
be extended to the correct February dateIt did notAs for the PREMIUM dates, this was never discussed or explained.As for reading the subscription page of the newspaper, my fault as it is something I would expect to have to read after paying for weeks up front.As for closing this issueI would prefer a monies refund, but if finishing the subscription out is easier for themFine.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
James ***
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 below.What 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 daysWe 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 call.I 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,
*** ***
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 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,
*** ***
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 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 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 *** *** 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 can. If you need any other information let me know.*** *** Circulation Specialist SupervisorCapital NewspapersOffice (608)252-6341Fax (608)250-
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 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,
*** ***
We are in receipt of the attached complaint regarding the requested stop delivery of our YES product to the customer at *** * *** *** *** ** ***I am not sure why it was not stopped on our end after the multiple requests stated in the complaint from the customerI show a stop was sent to our carrier yesterday so the YES product should not have been stoppedIalso 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 deliveryI also have a message to the District Manager to follow up to make sure no more deliveries go to this address.Sincerely,*** ***Circulation Specialist SupervisorCapital NewspapersFish Hatchery RdMadison, WI 53713Office
Customer is [redacted] on route [redacted] 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 SupervisorCapital Newspapers1901 Fish Hatchery Rd.Madison, WI 53713Phone 608 252 6341Fax 608 250 [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 SupervisorCapital 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 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]
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]
I am writing in response to Mr [redacted] complaint from his address of [redacted] Wi concerning lack of follow up from our local manager regarding his service issues of the Wisconsin State Journal. I have copied Mr [redacted] and [redacted] 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 [redacted] Phillips contracted the 3rdcarrier on this route in the past 12 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 [redacted] 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 [redacted] to Mr [redacted]. I was in touch with [redacted] today, and I am assured by [redacted], that he will be in contact with Mr [redacted], 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 [redacted] Phillips directly at [redacted]. I have also attached a copy of the original Revdex.com letter and the customer complaint on this email response. Sincerely,[redacted]Circulation Specialist SupervisorCapital Newspapers1901 Fish Hatchery Rd.Madison, WI 53713Phone 608 252 6341Fax 608 250 [email protected]
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
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]
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 SupervisorCapital Newspapers[redacted]
[redacted]Office- [redacted]Fax- [redacted]Email: [redacted]Call Center 1-800-362-8333
We have terminated the contract of the carrier that delivers to Ms [redacted] We will have a sub do the route until we are able to contract a new carrier to deliver the route. The District Manager has tried calling and emailing Ms [redacted] so that he can work with her to resolve any delivery issues as they happen but Ms [redacted] has not responded to him as of this writing. I encourage her to do so, so that we can respond quicker in the future to any issues she is having. The District Managers information is [redacted] . Sincerely, [redacted] State Operations Manager Capital Newspapers [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.]
Revdex.com:What the WSJ said is correctI did call in December and was assured by a WSJ rep that my subscription would
be extended to the correct February dateIt did notAs for the PREMIUM dates, this was never discussed or explained.As for reading the subscription page of the newspaper, my fault as it is something I would expect to have to read after paying for weeks up front.As for closing this issueI would prefer a monies refund, but if finishing the subscription out is easier for themFine.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
James ***
We will stop this right away
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 below.What 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 daysWe 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 call.I 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,
*** ***
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 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,
*** ***
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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 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 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 *** *** 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 can. If you need any other information let me know.*** *** Circulation Specialist SupervisorCapital NewspapersOffice (608)252-6341Fax (608)250-
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 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,
*** ***
We are in receipt of the attached complaint regarding the requested stop delivery of our YES product to the customer at *** * *** *** *** ** ***I am not sure why it was not stopped on our end after the multiple requests stated in the complaint from the customerI show a stop was sent to our carrier yesterday so the YES product should not have been stoppedIalso 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 deliveryI also have a message to the District Manager to follow up to make sure no more deliveries go to this address.Sincerely,*** ***Circulation Specialist SupervisorCapital NewspapersFish Hatchery RdMadison, WI 53713Office
Customer is [redacted] on route [redacted] 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 SupervisorCapital Newspapers1901 Fish Hatchery Rd.Madison, WI 53713Phone 608 252 6341Fax 608 250 [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 SupervisorCapital 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 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]
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]
See Attached
I am writing in response to Mr [redacted] complaint from his address of [redacted] Wi concerning lack of follow up from our local manager regarding his service issues of the Wisconsin State Journal. I have copied Mr [redacted] and [redacted] 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 [redacted] Phillips contracted the 3rdcarrier on this route in the past 12 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 [redacted] 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 [redacted] to Mr [redacted]. I was in touch with [redacted] today, and I am assured by [redacted], that he will be in contact with Mr [redacted], 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 [redacted] Phillips directly at [redacted]. I have also attached a copy of the original Revdex.com letter and the customer complaint on this email response. Sincerely,[redacted]Circulation Specialist SupervisorCapital Newspapers1901 Fish Hatchery Rd.Madison, WI 53713Phone 608 252 6341Fax 608 250 [email protected]
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
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]
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 SupervisorCapital Newspapers[redacted]
[redacted]Office- [redacted]Fax- [redacted]Email: [redacted]Call Center 1-800-362-8333
[redacted]3:15 PM (0 minutes ago)tomeyes, so far, so good.
We have terminated the contract of the carrier that delivers to Ms [redacted] We will have a sub do the route until we are able to contract a new carrier to deliver the route. The District Manager has tried calling and emailing Ms [redacted] so that he can work with her to resolve any delivery issues as they happen but Ms [redacted] has not responded to him as of this writing. I encourage her to do so, so that we can respond quicker in the future to any issues she is having. The District Managers information is [redacted] . Sincerely, [redacted] State Operations Manager Capital Newspapers [redacted]