The following is our response to Ms. [redacted]’ complaint: [redacted] has had her most recent subscription with us since July 30, 2015. In that time, she called our office to report delivery service issues five times. Each time, we have...
resolved the issue she has reported with a re-delivery when requested. I’d like to add that any time anysubscriber reports an issue with delivery, we issue a credit for that copy for that day. Recently, Ms. [redacted] called on 6/24/2017 to report a missed delivery at 7:18am and we had another paper dispatched to her at 7:58am. She called again four days later on 6/28/2017 to report no delivery at 7:38am. Again, another paper was dispatched for redelivery to her at 7:40am. During the remainder of her subscription, prior to 6/24, she called 3 other times in twenty-two months. Oftentimes, our carriers do experience difficulties due to a variety of reasons, and inform us that they may run late and provide us an expected delivery completion time. On 6/28, our carrier was running late and called us that their deliveries would be completed by 6:33am. Typically, when our carriers do run late, there is a reason for it and is documented appropriately. In cases like this, we explain to our customers what is happening with delivery on their route, and why the carrier is running behind. We would never tell the customer the carrier is running late because, as Ms. [redacted] put it, “our carriers don't get paid well at all.” Our customers generally want to know when to expect delivery when we are experiencing issues, and for the most part are very reasonable and appreciate that information when we share it with them. Our customer service representative did not tell Ms. [redacted] that she was crying, Ms. [redacted] apparently inferred that from listening. In fact, our system notation referencing that 6/28/17 phone call indicates that Ms. [redacted] called our customer service department “incredibly mad about not getting the paper” and demanding that a paper be delivered right away. During that same phone call, she then demanded that she wanted her subscription stopped. Our CSR (Customer Service Representative) said that she could stop delivery the next day and refund the remaining balance on the account. At that point, Ms. [redacted] “freaked out” and demanded again to have the paper delivered immediately as well as demanding a call back when our driver was on their way. After dispatching the paper for re-delivery, our CSR called Ms. [redacted] back as requested (call backs like this are not typical). At that point, Ms. [redacted] demanded our CSR’s first and last name, as well as the supervisor’s first and last name, and said that she would be filing a complaint with the Revdex.com (Revdex.com). Our CSR asked if she would like the names spelled, so that they would be correct on the Revdex.com report. Ms. [redacted] then proceeded to call our CSR a “fking punk asctbh”. (I apologize for the coarse language, but it needs to be included for proper conversation context). It was at this point our CSR began to cry- not because of what she is paid to do her job, but because sometimes (and thankfully not often) we have to deal with customers as irrational and unbelievably rude as Ms. [redacted]. After it was understood that Ms. [redacted] wanted her subscription ended at her expiration date (including all service credit), our CSR changed the stop date to equal the expiration date which includes adjustments made for her five service calls. That stop date is 8/5/2017. All of our subscriptions are pre-paid. We would be willing to credit Ms. [redacted] an additional five days’ delivery credit on top of the five days credit that she has already received. If you have any additional questions, please do not hesitate to let me know [redacted]Circulation ManagerThe Gazette1 S Parker Dr PO Box 5001Janesville, WI 53547-5001608-755-8213Direct608-741-6650Customer Service
The following is our response to Ms. [redacted]’ complaint: [redacted] has had her most recent subscription with us since July 30, 2015. In that time, she called our office to report delivery service issues five times. Each time, we have...
king punk a
s c
t b
h”. (I apologize for the coarse language, but it needs to be included for proper conversation context). It was at this point our CSR began to cry- not because of what she is paid to do her job, but because sometimes (and thankfully not often) we have to deal with customers as irrational and unbelievably rude as Ms. [redacted]. After it was understood that Ms. [redacted] wanted her subscription ended at her expiration date (including all service credit), our CSR changed the stop date to equal the expiration date which includes adjustments made for her five service calls. That stop date is 8/5/2017. All of our subscriptions are pre-paid. We would be willing to credit Ms. [redacted] an additional five days’ delivery credit on top of the five days credit that she has already received. If you have any additional questions, please do not hesitate to let me know [redacted]Circulation ManagerThe Gazette1 S Parker Dr PO Box 5001Janesville, WI 53547-5001608-755-8213Direct608-741-6650Customer Service
resolved the issue she has reported with a re-delivery when requested. I’d like to add that any time anysubscriber reports an issue with delivery, we issue a credit for that copy for that day. Recently, Ms. [redacted] called on 6/24/2017 to report a missed delivery at 7:18am and we had another paper dispatched to her at 7:58am. She called again four days later on 6/28/2017 to report no delivery at 7:38am. Again, another paper was dispatched for redelivery to her at 7:40am. During the remainder of her subscription, prior to 6/24, she called 3 other times in twenty-two months. Oftentimes, our carriers do experience difficulties due to a variety of reasons, and inform us that they may run late and provide us an expected delivery completion time. On 6/28, our carrier was running late and called us that their deliveries would be completed by 6:33am. Typically, when our carriers do run late, there is a reason for it and is documented appropriately. In cases like this, we explain to our customers what is happening with delivery on their route, and why the carrier is running behind. We would never tell the customer the carrier is running late because, as Ms. [redacted] put it, “our carriers don't get paid well at all.” Our customers generally want to know when to expect delivery when we are experiencing issues, and for the most part are very reasonable and appreciate that information when we share it with them. Our customer service representative did not tell Ms. [redacted] that she was crying, Ms. [redacted] apparently inferred that from listening. In fact, our system notation referencing that 6/28/17 phone call indicates that Ms. [redacted] called our customer service department “incredibly mad about not getting the paper” and demanding that a paper be delivered right away. During that same phone call, she then demanded that she wanted her subscription stopped. Our CSR (Customer Service Representative) said that she could stop delivery the next day and refund the remaining balance on the account. At that point, Ms. [redacted] “freaked out” and demanded again to have the paper delivered immediately as well as demanding a call back when our driver was on their way. After dispatching the paper for re-delivery, our CSR called Ms. [redacted] back as requested (call backs like this are not typical). At that point, Ms. [redacted] demanded our CSR’s first and last name, as well as the supervisor’s first and last name, and said that she would be filing a complaint with the Revdex.com (Revdex.com). Our CSR asked if she would like the names spelled, so that they would be correct on the Revdex.com report. Ms. [redacted] then proceeded to call our CSR a “f