Initial Business Response /* (1000, 5, 2017/02/06) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The customer did indeed order a two year OR eight(8 issue) subscription. Magazines were mailed via [redacted] to the...
customer's US address. One issue that was not received by the customer was sent by Expedited Parcel delivery. Other magazines were shipped through a bulk rate obtained by our printer in [redacted]
Our company does not print on a regular annual schedule. This is a direct result of the nature of our advertisers, economic conditions, and deadline delays caused by artists, writers, and design production. So in some years there are not four issues. This does not affect the fulfillment requirement based on the number of issues. This customer does not seem to understand what and when we print even though it is posted on our web site. When issues have been communicated we think we have taken the necessary steps to fulfill the deliveries. However, as we don't know why deliveries are being mislaid or delayed, we are unable to provide an immediate fix, as seems to be the customer's request.
As a result, the customer suggested that we cancel the order - as she outlines. In order to reduce the apparent level of antagonism that seemed to be present, this course of action was the best route to a resolution. However, that does not appear to be the case.
OUR APPROACH TO REPAYMENT
The price for a two year (8 issue) subscription is discounted on the basis of the total number of magazines. A one-year subscription is discounted less. The pricing is available on our web site [redacted]
As the customer was in effect REQUESTING A cancellation of a two-year subscription after just one year, we calculated the refund based on the value of a one year (4 issue) subscription subtracted from the price paid for the two year (8 issue) subscription. We felt that this was a fair market approach, particularly as failures in postal delivery to her location were out of our control. The customer is clearly unhappy with our business but her approach to resolving the issue comes across as one-sided.
We felt the customer is being unreasonable in requesting 50% of the price she paid given that she initiated the cancellation. She initiated a recalculation of the term of her subscription but wants to have a refund based on a different payment term. It was her right to canel given her dissatisfaction with delivery issues and miscommunication, but we don't accept her demand that we accept her terms for the termination of the account. She received four issues and the one year subscription price should be applied.
The poor record of delivery by [redacted] has already resulted in additional costs for replacing an issue at the rates for EXPEDITED PARCEL delivery to the US. We feel the terms we offered were reasonable and reflected fair market practice. If this is not the case then please inform us as to a more professional approach so that we can assess our next steps.
[redacted]
ps I would request that the customer direct all future correspondence to me ([redacted]) and NOT to [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The price of my subscription to Arabella was $[redacted] USD. In my invoice from Arabella under description, it states "two-year subscription". Again, per the 1/22/17 email I could be refunded "for four issues based on the TWO-year subscription you paid for." Not, "based on the value of a one-year subscription subtracted from the price you paid for the two-year 8 issue."
In the publisher's response, he says "I was in effect requesting a cancellation of a two-year subscription after just one year." While he finds this "fair" I do not because:
-They have had 100% of the money I gave to them since March of 2015.
-It is again not my concern re: their delays due to their business (advertising, economic conditions and deadline delays).
-I, as the customer was NOT in effect requesting a cancellation of a two-year subscription after just one year.
-I was asking for half of the $[redacted] USD after 23 months of a two-year subscription.
-I have not recalculated anything here.
-The magazine states, "Annual 4 issues". In Spring Awakenings 2015 edition of Arabella, he then states "subscriptions. . .as they are based more on the number of issues rather than what we manage to produce annually". What the customer does understand is annual having a definition of, "calculated over or covering a year".
-In regards to the mail plus why deliveries are being mislaid or delayed, again is that my problem? I have had to try and find out if the magazine has been published because I am missing issues TWICE in 23 months total - which would equate to 2 out of 5 possible. Which indeed I do find a high fault rate. Our local [redacted] bookstore hasn't had it on their shelves since 2015 so I can't ask to find it there or if they know if it's out.
-Both [redacted] and the [redacted] say there ARE safeguards to assure delivery ([redacted]). But again, is that my concern?
Both postal entities are saying that delivery is trackable. [redacted] states, "Failures in postal delivery to her location were out of our control". If the company only uses bulk rate, then it should stop saying first class or the trackable priority post.
If my approach is one-sided to them, it is because I speak only for myself. I however do though think through all logical and possible resolves.
-I am not requesting anything after "just one year"
-"Fair market approach" and referencing "failures in postal delivery" seems a one-sided explanation on his behalf to me.
I don't and seemingly can't seem to grasp the logic here or business model.
-A 2 year subscription doesn't mean you will get 8 issues in that timeline
-If you don't get the magazine, you will seemingly as a customer be the only safeguard to even knowing it is available and should have been delivered, but if it hasn't that postal delivery assurances are not within the magazine's control.
[redacted]
-Again I paid for a two-year subscription.
I thought of asking for the latest issue missing, the next issue that is supposed to be coming soon and two back issues predating my subscription to make the total of 4 issues fulfilling, while not chronological, at least 8 in total and achievable immediately. But what would that have cost the company in trackable postal fees? I would assume much more than the remaining $** USD and still dealing with the "poor record of delivery by [redacted]".
[redacted]
[redacted]
I simply want the $** USD which would equal the balance of the $** USD originally asked for. No more, no less and achievable without any postal service problems (actual or possible).
Final Business Response /* (**00, 27, 2017/02/22) */
We have made payment to customer and closed the account as requested.
Thank you
[redacted]
Final Consumer Response /* (2000, 29, 2017/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Arabella has now refunded the $** balance due, as requested and agreed to by them in their earlier email. Thank you.
Our records indicate that on June [redacted] a refund of the security deposit was mailed to [redacted]. On July [redacted] via email [redacted] notified Leasing Specialist Kamilka S[redacted] that she did not receive her security deposit refund. We have notified the bank to verify that the check was not cashed...
and have requested that a stop payment be placed on the check and a new check be reissued. We are currently waiting for the bank to resend a new check.
Initial Business Response /* (1000, 5, 2017/02/06) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The customer did indeed order a two year OR eight(8 issue) subscription. Magazines were mailed via [redacted] to the...
customer's US address. One issue that was not received by the customer was sent by Expedited Parcel delivery. Other magazines were shipped through a bulk rate obtained by our printer in [redacted]
Our company does not print on a regular annual schedule. This is a direct result of the nature of our advertisers, economic conditions, and deadline delays caused by artists, writers, and design production. So in some years there are not four issues. This does not affect the fulfillment requirement based on the number of issues. This customer does not seem to understand what and when we print even though it is posted on our web site. When issues have been communicated we think we have taken the necessary steps to fulfill the deliveries. However, as we don't know why deliveries are being mislaid or delayed, we are unable to provide an immediate fix, as seems to be the customer's request.
As a result, the customer suggested that we cancel the order - as she outlines. In order to reduce the apparent level of antagonism that seemed to be present, this course of action was the best route to a resolution. However, that does not appear to be the case.
OUR APPROACH TO REPAYMENT
The price for a two year (8 issue) subscription is discounted on the basis of the total number of magazines. A one-year subscription is discounted less. The pricing is available on our web site [redacted]
As the customer was in effect REQUESTING A cancellation of a two-year subscription after just one year, we calculated the refund based on the value of a one year (4 issue) subscription subtracted from the price paid for the two year (8 issue) subscription. We felt that this was a fair market approach, particularly as failures in postal delivery to her location were out of our control. The customer is clearly unhappy with our business but her approach to resolving the issue comes across as one-sided.
We felt the customer is being unreasonable in requesting 50% of the price she paid given that she initiated the cancellation. She initiated a recalculation of the term of her subscription but wants to have a refund based on a different payment term. It was her right to canel given her dissatisfaction with delivery issues and miscommunication, but we don't accept her demand that we accept her terms for the termination of the account. She received four issues and the one year subscription price should be applied.
The poor record of delivery by [redacted] has already resulted in additional costs for replacing an issue at the rates for EXPEDITED PARCEL delivery to the US. We feel the terms we offered were reasonable and reflected fair market practice. If this is not the case then please inform us as to a more professional approach so that we can assess our next steps.
[redacted]
ps I would request that the customer direct all future correspondence to me ([redacted]) and NOT to [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The price of my subscription to Arabella was $[redacted] USD. In my invoice from Arabella under description, it states "two-year subscription". Again, per the 1/22/17 email I could be refunded "for four issues based on the TWO-year subscription you paid for." Not, "based on the value of a one-year subscription subtracted from the price you paid for the two-year 8 issue."
In the publisher's response, he says "I was in effect requesting a cancellation of a two-year subscription after just one year." While he finds this "fair" I do not because:
-They have had 100% of the money I gave to them since March of 2015.
-It is again not my concern re: their delays due to their business (advertising, economic conditions and deadline delays).
-I, as the customer was NOT in effect requesting a cancellation of a two-year subscription after just one year.
-I was asking for half of the $[redacted] USD after 23 months of a two-year subscription.
-I have not recalculated anything here.
-The magazine states, "Annual 4 issues". In Spring Awakenings 2015 edition of Arabella, he then states "subscriptions. . .as they are based more on the number of issues rather than what we manage to produce annually". What the customer does understand is annual having a definition of, "calculated over or covering a year".
-In regards to the mail plus why deliveries are being mislaid or delayed, again is that my problem? I have had to try and find out if the magazine has been published because I am missing issues TWICE in 23 months total - which would equate to 2 out of 5 possible. Which indeed I do find a high fault rate. Our local [redacted] bookstore hasn't had it on their shelves since 2015 so I can't ask to find it there or if they know if it's out.
-Both [redacted] and the [redacted] say there ARE safeguards to assure delivery ([redacted]). But again, is that my concern?
Both postal entities are saying that delivery is trackable. [redacted] states, "Failures in postal delivery to her location were out of our control". If the company only uses bulk rate, then it should stop saying first class or the trackable priority post.
If my approach is one-sided to them, it is because I speak only for myself. I however do though think through all logical and possible resolves.
-I am not requesting anything after "just one year"
-"Fair market approach" and referencing "failures in postal delivery" seems a one-sided explanation on his behalf to me.
I don't and seemingly can't seem to grasp the logic here or business model.
-A 2 year subscription doesn't mean you will get 8 issues in that timeline
-If you don't get the magazine, you will seemingly as a customer be the only safeguard to even knowing it is available and should have been delivered, but if it hasn't that postal delivery assurances are not within the magazine's control.
[redacted]
-Again I paid for a two-year subscription.
I thought of asking for the latest issue missing, the next issue that is supposed to be coming soon and two back issues predating my subscription to make the total of 4 issues fulfilling, while not chronological, at least 8 in total and achievable immediately. But what would that have cost the company in trackable postal fees? I would assume much more than the remaining $** USD and still dealing with the "poor record of delivery by [redacted]".
[redacted]
[redacted]
I simply want the $** USD which would equal the balance of the $** USD originally asked for. No more, no less and achievable without any postal service problems (actual or possible).
Final Business Response /* (**00, 27, 2017/02/22) */
We have made payment to customer and closed the account as requested.
Thank you
[redacted]
Final Consumer Response /* (2000, 29, 2017/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Arabella has now refunded the $** balance due, as requested and agreed to by them in their earlier email. Thank you.
Our records indicate that on June [redacted] a refund of the security deposit was mailed to [redacted]. On July [redacted] via email [redacted] notified Leasing Specialist Kamilka S[redacted] that she did not receive her security deposit refund. We have notified the bank to verify that the check was not cashed...
and have requested that a stop payment be placed on the check and a new check be reissued. We are currently waiting for the bank to resend a new check.