Coffee News of Scottsdale

I definitely agree that a loyal customer base is extremely important to operating a successful business. I honestly feel that I treat every customer with equal  respect and always  go the extra mile to provide excellent customer service. In regards to the complaint #9839667 I would like to...

explain my position on the four (4) specific issues that the customer has  pointed  out: 1)   COMPLAINT:“My ad ran one week after I was told it would and if was my intention to capture out-of-town visitors for Thanksgiving.” RESPONSE:a)   The reason the ad began running one week later is because the customer did not get his ad materials to us in a timely manner. There  is documentation (emails)  that explained this to the customer, as well as his being informed about  the new start date. This did not seem to be an issue with the client at the time as he sent  back the signed ad proof after this with no other notations.b)   There  was a never  a discussion in regards to capturing out-of-town visitors for Thanksgiving. In addition, I feel that it is imperative that I point out that any print advertising campaign takes more than  one (1) week to gain traction. Most business owners/advertisers are aware of the importance of repetition.  I am hard pressed to believe  that a graphic  designer (the customer) was not already aware of  this belief, but is something that I always cover when I meet  with a Prospect. 2)   COMPLAINT:“I specified I would design my own ad, which I did, and was not discounted the $45.00 fee.” RESPONSE:The customer was absolutely discounted the $45.00 ad design fee. The signed agreement clearly illustrates that there  was $0 charged for this specific fee. 3)   COMPLAINT:“The readership was over exaggerated inasmuch as locations are throwing out the publication.” RESPONSE:Coffee News of Scottsdale has  saturated the Old Town section of Scottsdale for (6) plus years. I am a very hands-on owner and I have  actually participated in delivering this route.  In regards to the distribution of Old Town Scottsdale I would like to share the following statistics:a)   We publish and deliver this edition every week (52 weeks a year). b)   We have  approximately 96 delivery stops every week.c)   I personally check-in  our drivers on a weekly basis to review specific details  and updatesabout the route. It is possible that based on a very small random sample that the customer did not locate a paper. But, I can confidently state that most everyone who lives or works in Scottsdale is very familiar with Coffee News. 4)   COMPLAINT:“That the locations where the publication is placed does not conform to the franchise standards of being exclusively placed in coffee shops and restaurants but instead includes grocery stores, hardware  stores and other places where  it is ignored. Therefore I demand my contract be immediately terminated with no penalties, my ads immediately cease and I be refunded the entire amounts paid being I feel Coffee News is in breach of contract.” RESPONSE:This complaint  is quite bewildering, the following is how exclusivity applies to conforming with the Coffee News franchise standards; Exclusivity is a guarantee that once  an advertiser agrees to a promote their business in any given edition(s)  that advertiser will be the only business to advertise in their particular  category. I can assure that this was explained very clearly to the customer, as it is explained thoroughly  to all of our advertisers. As far as locations where  the publication  is placed within an establishment, it is entirely up to the business owner or manager to place  our display,  with the current  weeks edition, in a location of their choice. We strive to maximize the number of locations in every zone to increase distribution and readership. We seek the permission of these businesses to place  the paper in their establishments, we certainly don’t take the liberty of dropping  them off just anywhere. There  is absolutely nothing that states, from a franchise stand point, that we are exclusive to coffee shops & restaurants. PROPOSED RESOLUTION: Per the customer’s request, we have  stopped running the ad. In addition,  I am willing to release the customer from his contractual obligation to make  the third and final payment. I feel that this is a more than  equitable manner to resolve this dispute.Please know that I take my business and this matter  very seriously. Feel free to call or email me at anytime with any other questions or concerns that you may have. Sincerely, [redacted]Owner/Publisher, Coffee News of Scottsdale