Absolute worst customer service I have ever receivedEVERI've had a Sunday-only subscription since May In January 2015, I signed up for a 2nd Sunday-only subscription for an annual subscription (paying for the whole year right up front vs monthly like my other account)It took them (or my driver) months to figure out that I needed papers every SundayEach Sunday when I didn't receive my 2nd paper, I would call their out-sourced customer service line to report that I had not received the paperEach time I called, I was assured that the next Sunday it would be fixed and that a Sunday delivered paper would be credited to my accountmonths it took before I finally started receiving my papers (and my driver felt it was important to put stickers on my mailbox to denote that I received papersHow about you just learn your route?) Fast forward to this monthThe credit card I had on my account had been changed (someone had stolen my account info and Discover replaced my cardAMAZING customer service at Discover, by the way) so I received notices from The Charlotte Observer that my subscription was going to be cancelled unless I calledI had my husband call to update the information (because I can't speak to these people one more time) and as he is on the phone, the customer service rep explains to him how much I will be charged for the monthly subscription and the annual subscription renewalMind you, that subscription was technically not up until January and with my months of credits, should not have been up until March Once again, the phone gets handed to meI explain the situation, and the customer service rep is quick to say "Oh yes, I see the credits on the account" so I verified with her a number of times that my annual subscription would not be up until March and that my account was not renewingI also asked for a local phone number for someone I could follow up with (every time you call you have to leave a message, by the way) Today? My account gets charged with my monthly subscription AND my annual renewalI tried to call the local numberno answerI call the out-sourced customer service lineI start to explain what is happening and that I want both of my accounts cancelledThe customer service rep listens and responds with "Can you please give us a 2nd chance?" A second chance?? Because at least 12+ calls are more chances?? I am incredibly frustratedI have had amazing newspaper subscriptions in both Columbia, SC and Charleston, SC, both with amazing customer serviceIf you have issues with your Charlotte Observer subscriptionGood luck! The only service you will receive is an out-sourced call center with people who hardly understand what the problem is, make promises they WON'T keep, and all the while, you just keep getting charged for services and subscriptions you aren't receivingIn a world where the newspaper industry is dying due to online media, it seems to me they would take time to invest in their experience
I'm having weekly delivery issuesI report the issues, but continue to have one or two missing papers per weekThe Charlotte Observer should look at their dismal support practices, especially since they are competing with free online contentI'll continue to work with them to resolve delivery issues but I would not recommend them
Absolute worst customer service I have ever received.... EVER. I've had a Sunday-only subscription since May 2014... In January 2015, I signed up for a 2nd Sunday-only subscription for an annual subscription (paying for the whole year right up front vs monthly like my other account).... It took them (or my driver) 2 months to figure out that I needed 2 papers every Sunday. Each Sunday when I didn't receive my 2nd paper, I would call their out-sourced customer service line to report that I had not received the paper. Each time I called, I was assured that the next Sunday it would be fixed and that a Sunday delivered paper would be credited to my account. 2 months it took before I finally started receiving my papers (and my driver felt it was important to put stickers on my mailbox to denote that I received 2 papers... How about you just learn your route?)
Fast forward to this month... The credit card I had on my account had been changed (someone had stolen my account info and Discover replaced my card... AMAZING customer service at Discover, by the way) so I received notices from The Charlotte Observer that my subscription was going to be cancelled unless I called. I had my husband call to update the information (because I can't speak to these people one more time) and as he is on the phone, the customer service rep explains to him how much I will be charged for the monthly subscription and the annual subscription renewal. Mind you, that subscription was technically not up until January 2016 and with my 2 months of credits, should not have been up until March 2016. Once again, the phone gets handed to me... I explain the situation, and the customer service rep is quick to say "Oh yes, I see the credits on the account" so I verified with her a number of times that my annual subscription would not be up until March 2016 and that my account was not renewing. I also asked for a local phone number for someone I could follow up with (every time you call you have to leave a message, by the way).
Today? My account gets charged with my monthly subscription AND my annual renewal. I tried to call the local number... no answer. I call the out-sourced customer service line... I start to explain what is happening and that I want both of my accounts cancelled... The customer service rep listens and responds with "Can you please give us a 2nd chance?" A second chance?? Because at least 12+ calls are 12 more chances??
I am incredibly frustrated.. I have had amazing newspaper subscriptions in both Columbia, SC and Charleston, SC, both with amazing customer service. If you have issues with your Charlotte Observer subscription.... Good luck! The only service you will receive is an out-sourced call center with people who hardly understand what the problem is, make promises they WON'T keep, and all the while, you just keep getting charged for services and subscriptions you aren't receiving. In a world where the newspaper industry is dying due to online media, it seems to me they would take time to invest in their experience.
Much too often, my family stays in confrontation-mode with the Charlotte Observer staff. Start-Stop delivery and Vacation Package practices rarely work without several calls to get it right. Calling any customer service representative is an exercise in frustration. Billing costs are in an upward spiral and subscription plans and rates are undecipherable. However, the paper's literary content is fine.
The Charlotte Observer distributes their newspaper rolled up inside a clear plastic bag. This bag is tossed on most homes in my community in SW Charlotte whether there's a subscription or not. I called 3 times to inform I never subscribed to that publication and to try to get them to stop but they continue to throw it to this day. I know I am not the only one because I see those plastic bags all over the sidewalks and streets in my subdivision. In short, what the CO is doing is LITTERING my neighborhood and they have no regard for the environment and well-being of our community. I called the HOA but they said there is nothing they can do. So litter away CO, you have to beef up those circulation numbers, right? Doesn't matter if there's an audience or not! (Sarcasm).
I have bee an on and off subscriber for @ 25 years.the old observer business was customer friendly and customer oriented. the mcclatchy seems not to be. felt like my last sub increase was too high,tried to work a better deal but was told I could do no better. dropped the paper.all of a sudden I start getting way better deals.was going to reup online with the new deal,and it kept trying to redirect me to a the same deal for more money.gave up again.got an even better deal in the mail.went online at work and barracuda wouldnt let me onto their subscriber website.I tried at home after work and norton wasnt real warm and fuzzy on the idea. filled out the card and mailed it in.now its been a week and no paper yet.
Absolute worst customer service I have ever receivedEVERI've had a Sunday-only subscription since May In January 2015, I signed up for a 2nd Sunday-only subscription for an annual subscription (paying for the whole year right up front vs monthly like my other account)It took them (or my driver) months to figure out that I needed papers every SundayEach Sunday when I didn't receive my 2nd paper, I would call their out-sourced customer service line to report that I had not received the paperEach time I called, I was assured that the next Sunday it would be fixed and that a Sunday delivered paper would be credited to my accountmonths it took before I finally started receiving my papers (and my driver felt it was important to put stickers on my mailbox to denote that I received papersHow about you just learn your route?) Fast forward to this monthThe credit card I had on my account had been changed (someone had stolen my account info and Discover replaced my cardAMAZING customer service at Discover, by the way) so I received notices from The Charlotte Observer that my subscription was going to be cancelled unless I calledI had my husband call to update the information (because I can't speak to these people one more time) and as he is on the phone, the customer service rep explains to him how much I will be charged for the monthly subscription and the annual subscription renewalMind you, that subscription was technically not up until January and with my months of credits, should not have been up until March Once again, the phone gets handed to meI explain the situation, and the customer service rep is quick to say "Oh yes, I see the credits on the account" so I verified with her a number of times that my annual subscription would not be up until March and that my account was not renewingI also asked for a local phone number for someone I could follow up with (every time you call you have to leave a message, by the way) Today? My account gets charged with my monthly subscription AND my annual renewalI tried to call the local numberno answerI call the out-sourced customer service lineI start to explain what is happening and that I want both of my accounts cancelledThe customer service rep listens and responds with "Can you please give us a 2nd chance?" A second chance?? Because at least 12+ calls are more chances?? I am incredibly frustratedI have had amazing newspaper subscriptions in both Columbia, SC and Charleston, SC, both with amazing customer serviceIf you have issues with your Charlotte Observer subscriptionGood luck! The only service you will receive is an out-sourced call center with people who hardly understand what the problem is, make promises they WON'T keep, and all the while, you just keep getting charged for services and subscriptions you aren't receivingIn a world where the newspaper industry is dying due to online media, it seems to me they would take time to invest in their experience
I'm having weekly delivery issuesI report the issues, but continue to have one or two missing papers per weekThe Charlotte Observer should look at their dismal support practices, especially since they are competing with free online contentI'll continue to work with them to resolve delivery issues but I would not recommend them
Absolute worst customer service I have ever received.... EVER. I've had a Sunday-only subscription since May 2014... In January 2015, I signed up for a 2nd Sunday-only subscription for an annual subscription (paying for the whole year right up front vs monthly like my other account).... It took them (or my driver) 2 months to figure out that I needed 2 papers every Sunday. Each Sunday when I didn't receive my 2nd paper, I would call their out-sourced customer service line to report that I had not received the paper. Each time I called, I was assured that the next Sunday it would be fixed and that a Sunday delivered paper would be credited to my account. 2 months it took before I finally started receiving my papers (and my driver felt it was important to put stickers on my mailbox to denote that I received 2 papers... How about you just learn your route?)
Fast forward to this month... The credit card I had on my account had been changed (someone had stolen my account info and Discover replaced my card... AMAZING customer service at Discover, by the way) so I received notices from The Charlotte Observer that my subscription was going to be cancelled unless I called. I had my husband call to update the information (because I can't speak to these people one more time) and as he is on the phone, the customer service rep explains to him how much I will be charged for the monthly subscription and the annual subscription renewal. Mind you, that subscription was technically not up until January 2016 and with my 2 months of credits, should not have been up until March 2016. Once again, the phone gets handed to me... I explain the situation, and the customer service rep is quick to say "Oh yes, I see the credits on the account" so I verified with her a number of times that my annual subscription would not be up until March 2016 and that my account was not renewing. I also asked for a local phone number for someone I could follow up with (every time you call you have to leave a message, by the way).
Today? My account gets charged with my monthly subscription AND my annual renewal. I tried to call the local number... no answer. I call the out-sourced customer service line... I start to explain what is happening and that I want both of my accounts cancelled... The customer service rep listens and responds with "Can you please give us a 2nd chance?" A second chance?? Because at least 12+ calls are 12 more chances??
I am incredibly frustrated.. I have had amazing newspaper subscriptions in both Columbia, SC and Charleston, SC, both with amazing customer service. If you have issues with your Charlotte Observer subscription.... Good luck! The only service you will receive is an out-sourced call center with people who hardly understand what the problem is, make promises they WON'T keep, and all the while, you just keep getting charged for services and subscriptions you aren't receiving. In a world where the newspaper industry is dying due to online media, it seems to me they would take time to invest in their experience.
Much too often, my family stays in confrontation-mode with the Charlotte Observer staff. Start-Stop delivery and Vacation Package practices rarely work without several calls to get it right. Calling any customer service representative is an exercise in frustration. Billing costs are in an upward spiral and subscription plans and rates are undecipherable. However, the paper's literary content is fine.
The Charlotte Observer distributes their newspaper rolled up inside a clear plastic bag. This bag is tossed on most homes in my community in SW Charlotte whether there's a subscription or not. I called 3 times to inform I never subscribed to that publication and to try to get them to stop but they continue to throw it to this day. I know I am not the only one because I see those plastic bags all over the sidewalks and streets in my subdivision. In short, what the CO is doing is LITTERING my neighborhood and they have no regard for the environment and well-being of our community. I called the HOA but they said there is nothing they can do. So litter away CO, you have to beef up those circulation numbers, right? Doesn't matter if there's an audience or not! (Sarcasm).
I have bee an on and off subscriber for @ 25 years.the old observer business was customer friendly and customer oriented. the mcclatchy seems not to be. felt like my last sub increase was too high,tried to work a better deal but was told I could do no better. dropped the paper.all of a sudden I start getting way better deals.was going to reup online with the new deal,and it kept trying to redirect me to a the same deal for more money.gave up again.got an even better deal in the mail.went online at work and barracuda wouldnt let me onto their subscriber website.I tried at home after work and norton wasnt real warm and fuzzy on the idea. filled out the card and mailed it in.now its been a week and no paper yet.