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Austin American-Statesman

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Austin American-Statesman Reviews (79)

We have spoken with our valued customer on the phone on 7/17, and have discussed her delivery concerns in this matter.  We will be followiing up with our Distribution Management Team, to determine the root cause of the missed deliveries.  If this is determined to be a result of the recent...

Memorial Day floods in Wimberley, and with the Fisher Store Rd bridge that crosses the Blanco river being knocked out, we will update the customer directly to inform them.  We will continue to work around this matter, if this is proven to be a causation in this complaint.  We sincerely apologize to our customer, as we value their business, and will work hard to get the delivery consistency back on track.

Complaint: [redacted]
I am rejecting this response because: I have received the refund on August 12, 2016 but I have been trying to obtain this refund since May 24th.  The check that I received was dated August 1, 2016 and was  not processed in July as American Statesmen claims.  I can send you a copy of the dated check and my deposit to the bank.  This has been a terrible way to treat a customer of over 10 yrs.  I am absolutely convinced that it was the right thing to cancel my subscription because the news is being printed out of town and so is old news when I received it, the delivery service was extremely full of problems for the last 6 months and I would start my day angry over a stupid newsletter and the price for a subscription is outrageous.  Then all this business with trying to cancel and getting the runaround for the refund when I shouldn't have been billed in the first place.  I paid the invoice the next day and then waited 3 mos. to get the refund.  I would never recommend this company again.
Regards,
[redacted]

We sincerely apologize for the delivery issues that the consumer experieced; this is not the level of service and support that we wish to provide our valued subscribers.  The account has been stopped as of 11/5, with a refund being processed in the form of a mailed check to the consumer. ...

We have reached out to the consumer via phone, and confirmed that the refund has been processed and they should be receiving it via usps shortly.  The consumer is welcome to follow up directly, should they have any further questions or concerns.
Sincerely,
[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 deeply apologize for the negative experience the consumer had with this newspaper subscription process.  Our Kiosk Sales Manager has been notified of the subscription/Sign-Up issues that the consumer encountered.  They will work to correct any deficiencies in the process, and...

implement any corrective action or disciplinary steps necessary.  We want to ensure all procedures are followed to ensure customer satisfaction throughout the solicitation phase of becoming a subscriber to our newspaper.  We strive for all new subscribers to have a positive experience, and to enjoy the products and service they receive from the Statesman, with the goal of forging a long relationship.  We sincerely apologize for the events that took place for this consumer, and have issued a full refund of the monies paid for this subscription.  A refund of $27.99 was processed on 9/18/15, to the credit card used during sign-up.  We have reached out to the consumer, and left a voice mail message on the daytime telephone provided in this filing, offering to discuss any concerns they may still have pertaining to this complaint.  It is our hope that our resolutions will satisfy the requests of this complaint for the consumer.

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 any unwanted phone calls. We have contacted the customer directly and have put on the Do Not Call list.

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 as long as I receive the money.  I have check my account and at this time it is not showing up.  I will inform the Revdex.com when I receive the cash transfer.
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.
Thanks,
[redacted]

We have spoken with our valued subscriber, and have agreed to refund the last 3 months payments that were made to her subscription account.  We've explained that all of the terms and conditions of the sale were printed on the Sales Receipt that was signed, as well as contained in the email...

confirmation that was transmitted to the subscriber.  They outline that the terms of the offer indicate that it will be an automatic payment renewal plan, but this was not clearly communicated by the sales agent at the point of sale.  We will be following up with the agents to ensure that these terms and conditions are clearly communicated, to match the printed terms and conditions that our subscribers receive, to eliminate any possibility of confusion.The refund amount that will be credited back to the consumer's credit card will be $68.97, as the $20.45 indicated in the complaint was a remaining portion of the consumer's most recent payment, therefore not an additional amount, but part of the $68.97.  We sincerely apologize for any miscommunication or misunderstanding, and would welcome the consumer to subscribe in the future.Kind Regards,
[redacted]
Resolution Specialist – Remote Agent, Tier 2
Newspaper Shared Services
Atlanta | Austin | Dayton | Palm Beach
office:     [redacted]
fax:          [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 received the consumers complaint  and are referring the issue to the Senior Manager in charge of Advertising.

Hi,My name is [redacted], I am the customer service supervisor. I apologize for any inconvenience this issue may have caused you. Our advertisers market and opt in certain zip codes to receive this free publication. Per your request, delivery of the Ahora Si has been suspended for your address, and...

you will not receive additional papers going forward. Thank you for your feedback. I have conveyed your feedback to upper management as well as the distribution team. Please let me know if you have any additional questions or concerns. Have  a great day.

We have found the signed receipt from the kiosktransaction, which was emailed to the customer on 8/25/14 (pdf that wasattached to this customer email also attached above): From: [redacted][mailto:[redacted]]Sent: Monday, August 25, 2014 1:23 PMTo: [redacted]Subject: Receipt - confirmation code: [redacted]  Dear [redacted],  Thank You for becoming a subscriber to the Austin American-Statesman. Welook forward to delivering you the best source for local and in-depth news.  ·        Investigative reportingthat digs deep to get the real story and watches out for wrong doing ·        Important local newsthat you can’t get anywhere else·        Valuable coupons,inserts, ads-plus shopping news that will save you time and moneyConfirmationCode: [redacted]Subscription Detail: 23% OFF WED-SUN Home Delivery+Total Digital Access$20.99 Monthly EZPay Total Price: $20.99A printable receipt is attached to this e-mail.We are here to help! Please click, email or call customer care at: Statesman.com/service| [redacted]|###-###-####  While visiting our customer service website, check out our digital productswhich will give you access to your paper on your tablet, laptop and smartphone. It’s easier than ever to catch up with news where and when it’sconvenient for you. Get total access with one subscription by adding digitaltoday. Also take the opportunity to sign-up for our FREE email newsletters forlocal breaking news, events, weather and more.  Thanks for being a subscriber!The attached pdf document hasthe acknowledgment statement regarding the ezpay transaction, and itscontinuance until notified, which the customer signed at the point ofsale.  The customer signed agreeing to the terms and conditions. There’s no record of any communication on the three dates the customer providedbelow, that was documented on the account.   I have attached a copyof the signed sales receipt which specifically calls out the agreement tomonthly billing ongoing. The January payment did postalready, but the customer is including their initial September payment in their refund total, which I would think would be excluded, since they agreed at least to that payment transaction for the subscription.  We’d be looking atrefunding 20.99 for Oct, Nov, Dec & Jan then, totaling $83.96.It does appear that the customeragreed to the terms and conditions of the sale . However, in the interest ofgoodwill we will agree to refund the $83.96 and have stopped the subscription.

Our Distribution Management Team has implemented a quality control measure to have this consumer's address physically audited following the completion of the delivery route for these advertising materials.  This will help ensure that the unwanted circulars do not get delivered to the...

consumer.  This process will be implemented immediately.  We have reached out to the consumer to notify them of this process change and improvement.    We sincerely apologize for the inadvertent recurrence of these unwanted deliveries, and will continue working to ensure that these deliveries cease.     Very Kind Regards,   [redacted] Resolution Specialist – Remote Agent, Tier 2 Newspaper Shared Services Atlanta | Austin | Dayton | Palm Beach Office:     [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. Tell us why here...

We have reached out to our valued customer, and have asked them to contact us directly to discuss and resolve this matter.  We will issue a one-time credit on the subscriber's account, extending the subscription period by the amount requested of $13.56.  We hope that this is an acceptable...

resolution for our subscriber, and will follow up with them to answer any questions they may have regarding the vacation stop policies.When a delivery stop, or vacation hold is requested to stop the delivery of the printed paper to a household, the subscriber's access to the premium digital content remains activated, thus providing the consumer with access to the digital ePaper, which is a digital replica of the newspaper, available 24 hours per day, 7 days a week.  There is a notification on all of the subscription renewal notices that are sent to our subscriber's, stating: "Please note that expiration dates are not adjusted for voluntary service stops. Don't forget - digital access is available to you 24/7 while you're away as long as your account is current."We sincerely apologize for any confusion or miscommunication, and value the loyal readership and support of the Statesman from our subscriber!Very 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 regret any unnecessary delay in stopping this customers account.  The account has been stopped effective immediately.

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. I want to thank [redacted] for rectifying this situation. I only wish I was directed to him early on in the process. His customer service is impeccable. 
Regards,
[redacted]

We sincerely apologize for the frustration and inconvenience that our subscriber experienced.  Our records indicate that the refund check, [redacted] was mailed out on 10/2/15, and was received and cashed during the week ending 10/17/15.

Complaint: [redacted]I am rejecting this response because:Thank you for replying.  I appreciate the credit to my account.  I do see that page A2 of the July 8 edition does state in tiny print "Premium day charges will result in shortening the length of the billing period."  However, I do not see this statement on my bill, and I would guess that few of your subscribers have read this statement or are aware that they are paying extra for these editions.  At a minimum, the statement on page A2 should be printed in an obvious place on the bill that subscribers receive.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]

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