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Fort Wayne Newspapers

600 W Main St, Fort Wayne, Indiana, United States, 46802-1408

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Fort Wayne Newspapers Reviews (%countItem)

Complaint
Through The years from 1977 1978 I delivered a new sentinel in the early 90s I also delivered the journal goes that I will say this back then the newspaper was actually a newspaper the new sentinel was more of a conservative / Republican paper the general gazette is considered a democratic / socialist paper when I say that it's very political they close the new sentinel down because this is more of a democratic City what is sad it's the paper is nothing but political bullcrap in the journal gazette plus you get not even half of what you used to get and the 1990s be at the paper cost over twice of what it was you don't get no coupons you don't get real news. Anymore people get their news on the website which is far better than the liberal newspaper called The journal gazette. It is sad that a newspaper puts out nothing but but political bull crap

Signed up for the Sunday Newspaper to be delivered to our house. Signed up in November 2019 and was charged money for the Sunday paper for November 2019, January 2020, February 2020 and March 2020. This paper was to be delivered every Sunday. We only ever received one paper. When I realized we were not getting the paper and still being charged each month and not getting any papers besides the first paper I attempted to call them to let them know. They refunded us for March but told me that they would not refund the rest because I did not realize sooner. When I attempted to talk to them about it and tell them I did not realize I was being changed and not getting the paper I was paying for they said their was nothing they would do. I asked for a call back from a supervisor and still have not receive one. They are trying to tell me that the one paper I received (when I should have receive about 17 papers) now cost me $37

Fort Wayne Newspapers Response • Apr 04, 2020

There may have been some miscommunication. Our representative did not refuse to refund for undelivered papers, but would have said she needed to confirm with the District Manager and carrier.

Carrier did confirm that she had inadvertently marked them as stopped and only delivered the 1 paper. The refund for all undelivered papers has been issued on 4/4/20. We did subtract the 1 paper the customer admits to getting, so the requested refund of $37.65 has been reduced to $34.67.

Customer Response • Apr 06, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Thank you.

Without any notice, I started receiving the paper daily. After a few weeks of continually receiving the paper, I received an invoice and then telephone calls asking me to pay the bill. I never asked for the newspaper to be sent in the first place. I did not request the paper, they sent me the paper without any notice of why or expectation of payment. I still have all the papers to be returned to avoid having the bill, however they are refusing to accept them and insisting I pay the bill.

Fort Wayne Newspapers Response • Nov 20, 2019

It appears there may have been some miscommunication between the customer and the sales representative. The rep understood the customer to say they couldn’t afford to restart their account until October so a future start was entered for that date. The account has been stopped and any balance owed has been removed. A notation has been placed on the account to avoid any future incidents of this kind.

I cancelled the Sunday paper over a year, maybe two years ago. Last week, (7/8 I think), a rep from FWNP called me asking me to pay my bill. I informed the rep I never subscribed! She eventually said she would take care of it. As the called ended I restated that I had not subscribed to the Sunday paper and I should not be billed for it. She, sounding annoyed, said that she said she would take care of it.

I received a renewal notice this week. My phone is still ringing constantly with the caller ID showing Fort Wayne Newspapers, phone number is 260-461-8444. The dates\time of the calls include: 7/19/19 10:23am & 2:49pm; 7/18 9:56am; 7/17; 7/8; 5/21; 5/6/19; 3/14, 9/24/18; 4/26/2018; 4/26/2018; 4/18/2018; 4/9/2018; 4/6/2018; 3/14/18 2 times; 12/16/2017 4 times; 11/21/2017; 11/14/2017; 11/1/2017; 10/31/2017; 10/30/2017; 10/10/2017. This is where my call logs end, so there are more calls but I can not go back further.

Also note, that sometime between now and the time I cancelled, the same thing happened. Unfortunately, a few months ago, since I thought things were straightened out, I did not need to keep my notes of the date and the issues. But I would think the company would have kept a call log of my call, it was mid-day sometime during the work week as I called during my lunch.

Last comment, I have repeatedly told FWNP to stop calling me to subscribe. *The last time, I replied by text on March 14, 2019 and said "stop calling this number". So there is also issues with this company's telemarketing protocols.

I will also look into reporting this company's harassment to the state attorney general's office

Fort Wayne Newspapers Response • Jul 23, 2019

Attached is a written response.

7/23/19

Fort Wayne Newspapers response regarding complainant:

Customer Information:

Our subscriber records show that Ms. has been a long-standing newspaper customer for many years. There have been numerous payments applied to her subscription account. The most recent subscription renewal was received 9/19/18 and paid via check for $104. This payment secured delivery of the Sunday Journal Gazette till 6/30/19. If this payment was not hers and misapplied, we were not notified. Due to this payment the carrier was delivering to her address until 7/14/19. The delivery was stopped after someone from the residence requested this on 7/13/19.

As part of our subscriber services we remind customers when their subscription is up for renewal to avoid any unexpected delivery interruptions. This is done by phone and mail. These are not collection notifications but only reminders. When service is cancelled, we will follow up with the customer to verify if there were any delivery issues that contributed to the cancellation and if resolution is possible.

We have removed Ms. phone number and address from all future marketing efforts.

Customer Response • Jul 23, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

However, I should also note the following. As I mentioned in my initial case submission , I did not subscribe fall of 2018. I also did not write any checks to pay for a subscription on 9/19/18. It is further concerning that someone else can use my account to subscribe. After submission of the case and response, my call logs contains the following phone calls from 260-461-8444: 7/22/19 at 10:50 am and 7/23/19 at 6:41pm. Thank you and regards.

On multiplications we have been skipped for delivery. Yesterday, 6/9/19, we were skipped again. I called at 8:30 am and told Subscription services. of the problem. Thinking that after church a paper would be delivered, that did not happen. I had to wit until this morning to make contact again. Spoke with Virginia, said Sunday's paper could not be delivered.

Fort Wayne Newspapers Response • Jun 10, 2019

We will get a Sunday 6/9 paper delivered before end of business 6/10.

Customer Response • Jun 10, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Thank you.

I stopped the paper because they raised the price.
A week or so later the paper called me and wanted me to re subscribe at first I said no then they keep lowering their price and I purchased the 1 year package. I was told at that time the paper would start the next day.
It has been a week now without having any papers delivered.
I called Dottie who sold me the paper directly since she gave me her number. She assured me this problem would be resolved. Then I called her the next day same results. I then called last Sat and left her a message that I felt this was a scam and I would be contacting he Revdex.com,
Yesterday I called Delivery services and they wrote a report and transfered me back to Dottie who did not answer her phone so I left another msg.
Again today no paper.
They now owe me an extra week of service that I will never get.
They always say that they will extend your service but they never have in my past delivery problems with them with them.

My mother has paid for five weeks of newspaper delivery. The Journal Gazette was not delivered one Sunday so she called and they apologized and stated that the paper would be delivered that night for her, and the paper never came. Then another delivery missed and another. Have paid for 5 weeks of paper and only received it twice! It is a shame that a newspaper company cannot deliver the paper we are paying for! The same thing happened to her a few years ago so she canceled it then, figured it might be better now but clearly not. Two papers in five weeks, but they never missed a week collecting the payment! Sad!

Fort Wayne Newspapers Response • Apr 29, 2019

Customer was contacted and account was rectified. We try to deliver a newspaper to our customers and unfortunately that didn't happen in this case. We apologize and will strive to do better. Thank you.

For the past year and a half, I've had to weekly contact Fort Wayne Newspapers as my newspaper rarely arrives on Sunday. I wake up in the morning and I just want to drink my coffee and read my paper. Instead I have to contact customer service and explain the situation each and every time. Each time they give me a refund and extend my due date for my next payment but unfortunately, your customer service hasn't issued me the appropriate credits. My bill notice was received on 2/25/2019 and it stated my next payment was due 03/31/2019. Based on the papers that I didn't receive, I should have a credit until August 2019. The last time I spoke to the customer service person, I explained this to her but she said it was her last day. And she said someone would contact me but clearly no one has. Each time I've called, I have been told there is a temporary delivery person or some random excuses. Yet still week after week I have to deal with my paper not arriving until the afternoon or evening time, half of the time it just never arrives. But don't tell me that you will issue me credits and then not give them back to me. This has been going on since 2018.

Fort Wayne Newspapers Response • May 01, 2019

Customers account was investigated and corrected. Left 2 voice mails with customers that account had been resolved and a new carrier was now on her route. Fixed the past issues and hopefully will have better service going forward. Left a personal number to call for any further issues.

Customer Response • May 05, 2019

I am rejecting this response because:

Well guess what, it is Sunday again and NO PAPER. I called the phone number on my voicemail on Tuesday and didn't hear back from anyone. We also called today to inform you that we didn't receive a newspaper today. Again, you wake up on Sunday morning and you look forward to reading your Sunday paper and once you go outside, it isn't in the box. Very disappointing! Each week, my neighbor has to walk over and bring us his paper. You should probably credit him too since he is giving us his coupons and the whole paper. Just makes zero sense when this keeps happening over and over again. I guess you will have to give us additional credits. And I am sure we will be reaching out to you next Sunday.

Please take care of this. It is exhausting.

Fort Wayne Newspapers Response • May 06, 2019

The person who left the 2 previous messages is no longer with our company. Our Home Delivery Manager, Brian, has pushed the credit until expiration to 9/1/2019, and will personally check this address for delivery the next couple weeks while he establishes what the current carriers issue is. Brian can be reached @ *** if assistance going forward is needed.

Oct 12th I paid in full for a one year subscription to the Sunday paper.
Oct 13th no paper. Figured that this may have been because we didn't sign up until day before, although I did get an e-mail Oct 12th immediately confirming subscription. And they billed my credit card.
Oct 20th. No paper. Called at least 3 times and spoke with customer service. Was promised that a paper would be to me by noon. Never arrived.
Oct 27th. No paper. Called at least 3 times and spoke with customer service. Was promised that a paper would be to me by noon. (it arrived at 1:30) I was also promised a call from a supervisor within 48 hrs. Never called. I told them on Oct 27th to cancel my subscription, I wanted a full refund. I was told my subscription was cancelled.
Nov 4th. Paper arrived, and my wife called to ask why. We cancelled our subscription and want our money back. Asked to speak with a supervisor. Promised within 48 hours again. Never got a call.
Nov 6th. I called and left voicemail for customer service asking for a call from supervisor, and I didn't want their paper coming to my house anymore. Never received a call.
Nov 11th. Another paper arrived.
As

Fort Wayne Newspapers Response • Nov 26, 2018

This customer has talked to a supervisor and has been taken care of on 11/20. A full refund was given to him of $135.20.

I sent 150.00 electronic payment to Ft Wayne Newspapers for Journal Gazette dated Feb 6, 2018. My newspaper was cancelled. I have made several attempts in getting this matter resolved. I have sent copy of my cancelled check twice with no results. Ft. Wayne newspaper started my paper up again and cancelled on May 1.
I would like my newspaper stated back up or be refunded balance that's left on my account.
I feel like customer service has been giving me run around.

Fort Wayne Newspapers Response • May 13, 2018

This customer was contacted and we explained what happened. They understand now and their paper has been started back up and are happy.

Customer Response • May 14, 2018

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Thank you.

I have had an ongoing service issue with the Journal Gazette and the Wall Street Journal. After many calls and email, no one will correct our service:

week of 4/9
Monday- no papers- reported
Tuesday- JG on porch, no WSJ- reported
Wed- perfectThurs- both down by the street, not on porch- reported online
Fri- both down by the street, not on porch- reported
Sat- both in the yard, totally wet and unreadable

I is obvious the carrier is retaliating for us asking for normal service. They have asked the supervisor to address the issue. It is clear either the supervisor does not care or also is retaliating.
This it is not working.

Fort Wayne Newspapers Response • Apr 27, 2018

I have checked with the circulation director and he responded to the customer directly.

***

Direcotr, Human Resources

Customer Response • Apr 27, 2018

Revdex.com:

Since this was filed, the service has been good.

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Thank you.

I have requested on numerous occasions that my paper be placed on my front porch. I have had it placed in the street, on the sidewalk, in my driveway, on the porch roof, in my flower bushes, and in my front yard. Calling in gets assurance that the problem will be resolved but very little changes. Today I observed a light colored vehicle with flashing lights pass my house and the paper was flung from a moving vehicle on the wrong side of the street. I cannot even go to carrier collect to at least force my carrier to speak to me face to face.

Fort Wayne Newspapers Response • Apr 14, 2018

This customer was getting inconsistent delivery of placement of their newspaper. We now have a new carrier on the route and they have been delivering for the last week.

The customer was contacted on 4/14 to check on delivery of the paper and they said it has been good the last week. Hopefully this complaint is resolved now.

I do not receive my sunday paper every sunday and when it is delivered it is not put in the paper box
I do not receive the sunday paper that I pay for on a regular basis and when I do receive it is often not in my paper box as requested. I am disabled and it is difficult for me pick it up off the ground. I have spoken to the circulation manager, brian *** he asured me it wouldn't happen again. I did not get my paper today 1/14/18. I called the office and wendy promised to get one out to me yet today. it didn't happen.

Fort Wayne Newspapers Response • Jan 30, 2018

was having delivery issues with her newspaper service. Our carriers are contractors and not employees. She was not satisfied with her service and chose to stop her paper and be refunded the remainder of what she had coming to her. She was credited for any papers she did not receive. We resolved this issue by cancelling her paper as per her request and refunding her money. We would be happy to start her back up when she chooses to do so.

No delivery for 2 weeks, late delivery 3rd week, 4th week only half delivered and part of paper stolen (coupons ripped off bottom of Walgreens add).
Called every week to get resolved even had manager call me back after week 3.

Fort Wayne Newspapers Response

Initial Business Response /(1000, 5, 2017/10/31) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@fortwayne.com
Dear ***:
We apologize for our poor delivery service. The 4 Sundays with errors/misses, 10/8 - 10/29 were documented and your expiration date extended each time. I have extended another 4 free weeks and notified the Journal Gazette Home Delivery Manager and carrier. Your new expiration date is 12/30/17.
Thank you,
Marlene

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Address: 600 W Main St, Fort Wayne, Indiana, United States, 46802-1408

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