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.
Regards,
[redacted] Thanks for all you have done I still don't receive a Friday paper but as long as I report it they credit my account and I will receive the Saturday and Sunday papers a little longer.
We have reached out to the consumer via voice mail, and expressed our apologies for the frustration and inconvenience they've experienced with this issue. We value our subscribers and will happily provide a 4 week service credit to the consumer's subscription in order to resolve this complaint...
to their satisfaction. We sincerely appreciate the consumer's readership and support of the Statesman. Very Kind Regards, [redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: [redacted]
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.
Regards,
[redacted]
We sincerely regret that the subscriber has experienced subsequent delivery issues. We are escalating the customer's experience to our Senior Manager of Distribution Services to resolve.In addition, we are crediting the customers account with 2 weeks of service at no charge while the...
delivery service is being addressed.We will be reaching out to the subscriber directly to discuss the issue and resolve.
We regret any misunderstanding . We are researching and will pull the sales receipt/agreement. We will contact with additional informaiton once we review the point of sale documentation.
Complaint: [redacted]
I am rejecting this response because:I do not want to be put on paper billing, that was not my request. My request was to change to annual billing. I have been in...
contact with [redacted] here in Austin and he is resolving the issue, so even though I am rejecting this response from someone else ([redacted] is not aware of this complaint or the response) this complaint can be closed.
Regards,
[redacted]
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.
Regards,
[redacted]
We have spoken directly with our valued subscriber, and have expressed our deepest apologies for the frustrations and inconvenience they have experienced with this newspaper subscription. We have included an additional refund, to total the full initial payment amount, to resolve the payment...
portion of this complaint. An error in entering the subscriber's email address correctly was the root cause of the subscriber not receiving the initial confirmation/email correspondence referenced in the complaint. I have updated the subscriber account with the correct email address, and have manually forwarded this document to them for their records. We will be providing this subscriber with a complementary 4 week subscription, as a gesture of good will and of our concern for their satisfaction. We sincerely appreciate our subscriber's readership and support of the newspaper, and hope that they are satisfied with the corrective actions taken to resolve this complaint.
Kind Regards,
[redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: 512.445.3755fax: 512.445.3769[redacted]
We deliver world-class services to Cox Media Group newspapers every day.Cox Conserves. Please consider the environment before printing this e-mail. Contents of this e-mail may be confidential and proprietary. Use discretion when forwarding.
We have spoken to our valued subscriber, and have resolved the complaint to their satisfaction. The delay in starting their subscription stemmed from a credit card payment failure, and we were unaware that the consumer had provided cash as an alternate payment method at the point of...
sale. We have since started their Sunday Home Delivery newspaper subscription for this coming Sunday, with the cash amount applied to their account. The consumer should now begin receiving delivery as of Sunday, September 3. We sincerely apologize for the delay in starting their home delivery service, and look forward to providing them with their Sunday paper every week. Sincerely, [redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: [redacted] We deliver world-class services to Cox Media Group newspapers every day.Cox Conserves. Please consider the environment before printing this e-mail. Contents of this e-mail may be confidential and proprietary. Use discretion when forwarding.
This phone number came as a “recent customer” record from [redacted] that had a past due balance. Everything that transpired with the phone calls to this number was done with the technology of an automated dialer. The dialer recognized an answering machine when it dialed this number each time, and coded the disposition as such. It’s extremely rare, but the dialer could have heard some music or a sound right away that it mistakenly identified the call as an answering machine while the customer was picking up to answer it. Otherwise, it usually will ring four times before it will code it as an answering machine. We use a cloud-based dialer from a company out of California named Five9 and we have not been experiencing this problem elsewhere, but it is possible that the technology did not do its job properly. Our IT people will check and see if they can find anything that may have malfunctioned during these call attempts. We have placed this phone number on the Do Not Call List so it will not be called again by our tele[redacted]eting vendor. We apologize for the trouble and inconvenience we have caused this customer.
We sincerely regret the issues the customer has experienced. We are contacting the Senior Director of Delivery Services so this can be addressed quickly.In light of the inconvenience, we are applying 2 weeks of credit to the customer's account. We will follow up with the distribution...
operations team to ensure delivery gets back on track.?
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.
While [redacted] is correct in the statements made in his message, I would like to reiterate the fact that regardless of the problems at the point of sale, I was still being charged for a newspaper 5 days a week that I never received once since October 28th. The auto renewal would not have been as much of an issue had I still be receiving a newspaper every Wednesday- Sunday (the primary reason being that IF I had still been receiving the newspaper I was evidently subscribed to, I would have realized I was still paying for it). The refund should never even have been a question considering I was paying for something that was never delivered.
Regards,
[redacted]
We have spoken with our valued subscriber, and have expressed our deepest apologies regarding the communications and handling of her concerns. The consumer requested a cancellation of her newspaper subscription, and a refund. The refund process and timeframe involved with this...
request was found to be poorly communicated to the subscriber, and we will be addressing this matter as part of our ongoing training with our customer service agents, to ensure accurate communications in the future. We will follow up with the consumer to ensure the refund check is received and the customer is satisfied with the resolution of the complaint.
We are deeply sorry for the delivery issues that our valued subscriber encountered. We have reached out to the consumer, and have confirmed with him that a refund in the amount of [redacted] has been processed on 9/16/15, which he will be receiving as a credit on his credit card. I have...
provided him with my direct name and contact number for any additional follow up that is necessary in order to resolve this matter to his satisfaction.
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.
Regards,
[redacted]
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.
Regards,
[redacted]
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.
Regards,
[redacted]
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.
Regards,
[redacted] Thanks for all you have done I still don't receive a Friday paper but as long as I report it they credit my account and I will receive the Saturday and Sunday papers a little longer.
We have reached out to the consumer via voice mail, and expressed our apologies for the frustration and inconvenience they've experienced with this issue. We value our subscribers and will happily provide a 4 week service credit to the consumer's subscription in order to resolve this complaint...
to their satisfaction. We sincerely appreciate the consumer's readership and support of the Statesman. Very Kind Regards, [redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: [redacted]
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.
Regards,
[redacted]
We sincerely regret that the subscriber has experienced subsequent delivery issues. We are escalating the customer's experience to our Senior Manager of Distribution Services to resolve.In addition, we are crediting the customers account with 2 weeks of service at no charge while the...
delivery service is being addressed.We will be reaching out to the subscriber directly to discuss the issue and resolve.
We regret any misunderstanding . We are researching and will pull the sales receipt/agreement. We will contact with additional informaiton once we review the point of sale documentation.
Complaint: [redacted]
I am rejecting this response because:I do not want to be put on paper billing, that was not my request. My request was to change to annual billing. I have been in...
contact with [redacted] here in Austin and he is resolving the issue, so even though I am rejecting this response from someone else ([redacted] is not aware of this complaint or the response) this complaint can be closed.
Regards,
[redacted]
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.
Regards,
[redacted]
We will research this issue immediately and contact our Director of Fulfillment and Distribution services to get the unwanted delivery stopped .
We have spoken directly with our valued subscriber, and have expressed our deepest apologies for the frustrations and inconvenience they have experienced with this newspaper subscription. We have included an additional refund, to total the full initial payment amount, to resolve the payment...
portion of this complaint. An error in entering the subscriber's email address correctly was the root cause of the subscriber not receiving the initial confirmation/email correspondence referenced in the complaint. I have updated the subscriber account with the correct email address, and have manually forwarded this document to them for their records. We will be providing this subscriber with a complementary 4 week subscription, as a gesture of good will and of our concern for their satisfaction. We sincerely appreciate our subscriber's readership and support of the newspaper, and hope that they are satisfied with the corrective actions taken to resolve this complaint.
Kind Regards,
[redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: 512.445.3755fax: 512.445.3769[redacted]
We deliver world-class services to Cox Media Group newspapers every day.Cox Conserves. Please consider the environment before printing this e-mail. Contents of this e-mail may be confidential and proprietary. Use discretion when forwarding.
We have spoken to our valued subscriber, and have resolved the complaint to their satisfaction. The delay in starting their subscription stemmed from a credit card payment failure, and we were unaware that the consumer had provided cash as an alternate payment method at the point of...
sale. We have since started their Sunday Home Delivery newspaper subscription for this coming Sunday, with the cash amount applied to their account. The consumer should now begin receiving delivery as of Sunday, September 3. We sincerely apologize for the delay in starting their home delivery service, and look forward to providing them with their Sunday paper every week. Sincerely, [redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice: [redacted] We deliver world-class services to Cox Media Group newspapers every day.Cox Conserves. Please consider the environment before printing this e-mail. Contents of this e-mail may be confidential and proprietary. Use discretion when forwarding.
This phone number came as a “recent customer” record from [redacted] that had a past due balance. Everything that transpired with the phone calls to this number was done with the technology of an automated dialer. The dialer recognized an answering machine when it dialed this number each time, and coded the disposition as such. It’s extremely rare, but the dialer could have heard some music or a sound right away that it mistakenly identified the call as an answering machine while the customer was picking up to answer it. Otherwise, it usually will ring four times before it will code it as an answering machine. We use a cloud-based dialer from a company out of California named Five9 and we have not been experiencing this problem elsewhere, but it is possible that the technology did not do its job properly. Our IT people will check and see if they can find anything that may have malfunctioned during these call attempts. We have placed this phone number on the Do Not Call List so it will not be called again by our tele[redacted]eting vendor. We apologize for the trouble and inconvenience we have caused this customer.
It is our understanding that this has been resolved. We are under the impression that the consumer is no longer getting the papers.
We sincerely regret the issues the customer has experienced. We are contacting the Senior Director of Delivery Services so this can be addressed quickly.In light of the inconvenience, we are applying 2 weeks of credit to the customer's account. We will follow up with the distribution...
operations team to ensure delivery gets back on track.?
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.
While [redacted] is correct in the statements made in his message, I would like to reiterate the fact that regardless of the problems at the point of sale, I was still being charged for a newspaper 5 days a week that I never received once since October 28th. The auto renewal would not have been as much of an issue had I still be receiving a newspaper every Wednesday- Sunday (the primary reason being that IF I had still been receiving the newspaper I was evidently subscribed to, I would have realized I was still paying for it). The refund should never even have been a question considering I was paying for something that was never delivered.
Regards,
[redacted]
We have spoken with our valued subscriber, and have expressed our deepest apologies regarding the communications and handling of her concerns. The consumer requested a cancellation of her newspaper subscription, and a refund. The refund process and timeframe involved with this...
request was found to be poorly communicated to the subscriber, and we will be addressing this matter as part of our ongoing training with our customer service agents, to ensure accurate communications in the future. We will follow up with the consumer to ensure the refund check is received and the customer is satisfied with the resolution of the complaint.
We are deeply sorry for the delivery issues that our valued subscriber encountered. We have reached out to the consumer, and have confirmed with him that a refund in the amount of [redacted] has been processed on 9/16/15, which he will be receiving as a credit on his credit card. I have...
provided him with my direct name and contact number for any additional follow up that is necessary in order to resolve this matter to his satisfaction.
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.
Regards,
[redacted]
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.
Regards,
[redacted]
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.
Regards,
[redacted]
We sincerely regret the customer's experience. We will have a supervisor contact the customer to resolve.