Gannett

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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,
Randy [redacted]

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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,
Cheryl [redacted]

I spoke to Ms. [redacted] and we discussed the rate change process and the confusion from the representative.  I agreed to honor the rate quoted by our rep.  Ms. [redacted] decided that for now she wants to close the account and I agreed to credit any balance due to bring the account to a zero...

balance.  I will send her a confirming email Monday when our system completes the final close on that account.

Call center is experiencing longer than normal wait times due to increased demand.  I have issued a credit to the customers account and initiated the refund for $31.00.  I have also left a message with the customer with my contact information for further questions.

Mr. [redacted] confirmed today that he did received his refund.[redacted]

I do see that we missed the delivery for Mr. [redacted] on February 6th and offered to deliver the next day.  We do not provide same day re-delivery.  The online version is available daily in those cases where the carrier does miss a household.  I do apologize for this missed delivery and...

appropriate credit will be applied to the account.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

TheOshkosh Northwestern received the Bureau’s letter dated October 14, 2014concerning the complaint that [redacted] filed with the Bureau.  In his complaint, Mr. [redacted] expressed anobjection to the Oshkosh Northwestern’s new content subscription model andassociated credit for undelivered print...

editions. Inresponse to Mr. [redacted]’s concerns, I would like to explain our recentchanges.  The Oshkosh Northwesternimplemented numerous enhancements designed to strengthen its ability to deliverhigh-quality watchdog journalism, strong storytelling focused on the Fox Citiescommunity, their citizens, and breaking news, all with the ability to deliverthis content when, where and how readers want it.  These enhancements and multiple ways todeliver our content are reflected in the new Full Access subscription model andits associated rates. Today’stechnology gives the Oshkosh Northwestern the opportunity to deliver more newsand information to our subscribers.  Forexample, the Oshkosh Northwestern’s website, www.thenortwestern.com, provides to subscribers exclusivecontent not found in print – such as blogs, chats, and reader comments.  In addition, breaking news alerts can be sentto subscribers’ smartphones.  Even more,the Oshkosh Northwestern’s tablet and smartphone apps, provide 24/7 access tobreaking news, articles, photos and streaming video.   TheOshkosh Northwestern’s news and information, including an exact digital replicaof the print edition, continue to be available through the Full Accesssubscription, even when a subscriber is away from home or home delivery of theprint edition is missed.  This means thatthe subscription rate is for full access to all of the content the OshkoshNorthwestern produces, edits and curates. While I understand that Mr. [redacted] desires not to pay for the subscriptionwhile he is away or when the Oshkosh Northwestern misses home delivery of theprint edition, we no longer offer subscriptions to only a portion of our newsand information content and we no longer provide a pro-rata subscription creditfor vacation stops.  However at asubscriber’s request, the Oshkosh Northwestern, stops home delivery of theprint edition during a subscriber’s vacation and credits the subscriber forcosts related to delivery of the print edition.            Weregret that our representatives might not have clearly explained the nature ofthe subscription model and the credit relating to delivery costs of the printedition or that Mr. [redacted] found the explanation inadequate.  If Mr. [redacted] would like additionalinformation, he is welcome to speak directly with me by calling ###-###-####. Wevalue our relationship with Mr. [redacted] and are hopeful that he continues to valueour news and information that we deliver every day and look forward to himcontinuing to be a subscriber to all we have to offer. Itrust that this response resolves this matter. However should the Bureau have additional questions, please contact me.  Verytruly yours, GannettPublishing Services

I spoke to this customer today.  We talked through all of the concerns and while the business process is not acceptable to them I did provide specific explanation for some of the concerns.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

The carrier that delivered to this address has been replaced.  I checked in today and the service is much better.

This customer has since re-started their subscription, do I still need to respond?  Please review and advise.  Thank you!

I spoke to Ms. [redacted] today.  She has contact information for the local manager and will continue discussions with them about the tube.  There was a $24.00 credit applied to the account.  Ms. [redacted] hung up during out call.  If she would like to discuss this further I'm willing...

to discuss it with her.

[redacted]
[redacted]
[redacted]
     This business has contacted me and cancelled my account.  Thank you.

The
Oshkosh Northwestern has received the complaint regarding delivery concerns of
several free publications from Mr. [redacted]. It is the Oshkosh
Northwestern’s desire to resolve all concerns to the satisfaction of our
customers. The
Oshkosh Northwestern has strict delivery expectations...

regarding delivery of all
our publications. These expectations and practices are outlined in each
Independent Contractor’s agreement, which is signed by each Independent
Contractor.  We sincerely apologize the
Independent Contractor on Mr. [redacted]’s route was not following the practices
outlined per the agreement, one of which is to cease delivery to any customer
that requests such.  Due to this breach
in contract, we have replaced the Independent Contractor on Mr. [redacted]’s route.  We have met with the new Independent
Contractor to ensure the delivery expectations outlined in the agreement are
understood and to ensure the free publications are no longer delivered to Mr. [redacted]’s
property.  We have also implemented
weekly inspections of the routes to ensure Independent Contractors are meeting
the delivery expectations. Our District Managers will also be discussing the
delivery expectations with the Independent Contractors to ensure the
expectations outlined in the agreement are understood. It
is the Oshkosh Northwestern’s desire and expectation to ensure that each
customer within the delivery area who wishes to receive our publications get them
delivered either on the porch or in a paper tube; and that any customer that
does not wish to receive the free publications can have delivery stopped within
48-hours upon requesting such. If
you require further information about the above-referenced complaint, please do
not hesitate to call me at ###-###-####.  The Oshkosh Northwestern hopes
to resolve these issues to the satisfaction of all parties concerned.Very
truly yours,
[redacted]Office
Administrator/NC StatesGannett
Publishing Services

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
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,
Larry [redacted]

We have confirmed with the merchant that the new business/owner at the location is accepting and honoring the certificates.  The customer was informed by our customer service team via email on 6-19-15.  They are able to redeem their certificate.

Review: The Post Crescent continues to toss an unwanted weekly flyer in a plastic sleeve on our driveway. We had been requesting via countless phone calls that they cease and desist, but they continue to litter our driveway. Last year, a paper, hidden by snow, got caught in our snow blower resulting in a sheared pin. The Post Crescent refused to take responsibility or pay for the repairs. We want this to stop.Desired Settlement: Make them stop!

Business

Response:

The Post-Crescent has received the complaint regarding delivery concernsfrom [redacted]s. It is The Post-Crescent’sdesire to resolve all concerns to the satisfaction of our customers. The Post-Crescent has strict delivery expectations regarding delivery. These expectations and practices are outlinedin each Independent Contractor’s agreement, which is signed by each IndependentContractor. We sincerely apologize the IndependentContractor on Mr. [redacted]’s route was not following the practices outlined perthe agreement, one of which is to ensure delivery to all addresses listed onthe carrier’s route. The DistrictManager for Mr. [redacted]’s route has followed up with the carrier to remind him tostop delivery to this address and reminded him that anything less would resultin a breach of contract. We have also implementedweekly inspections routes to ensure Independent Contractors are meeting thedelivery expectations. If you require further information about the above-referenced complaint,please do not hesitate to call me at ###-###-####. The Post-Crescenthopes to resolve these issues to the satisfaction of all parties concerned. Very truly yours, [redacted]Gannett Publishing Services

Review: I was suppose to receive my first paper on Thursday 2-12-15. I didn't receive it. I also had to call to get the billing amount corrected as they were charging me the wrong amount. They did correct the billing amount but I never did receive the paper. Today (4-9-15)once again I did not receive my paper. I called like I did for the first paper. I went thru the automated system just to be told that my account would be credited. I stayed on the line until I was able to get thru to a customer service person. I asked when they credit my account how do I get my money back. She told me they do not return money it is applied to the next bill. I told her that if things don't get better I will not be renewing my paper and would like a check back at the end. She told me they don't do that. How can they take my money and not give me a product or service for that money. I believe that is illegal!!! This has been 2 papers in 2 months. Because of the deal I signed up for I have to stay with them until August or I lose the money paid for this deal. I told her I intend to stay with the delivery until then but at that point I want my money back for any missed deliveries. I was told they can't do that. That is theft, taking money for something they don't intend on providing or don't provide every time they are suppose to. They also were not willing to deliver a paper which I don't understand because the delivery person gets enough papers for each of their customers so they must still have my paper!!!Desired Settlement: I would like the payment for any papers that they do not deliver. I deserve either the paper or my money back.

Business

Response:

I spoke to Ms. [redacted] today and explained that the credit for the missed deliveries will push out the expiration date on the promotion. At the time of the initial start she was paid thru 8/30. With the additional credits she is now paid thru 9/3. I apologized for the miss in the communication by the agent during her call. She understands and has my contact information for any future issues.

Review: On 9/8/14 and 9/9/14 Delivery was missed and I did not receive a paper. I called customer assistance and they told me I would receive credit on my bill. I received my billing statement and they gave me credit of exactly 56 cents! I called customer assistance and they told me they were sorry but Gannett policy was to only give credit for the delivery cost....NOT THE PAPER. I told them that it was robbery and I am very unhappy with the policy and have been a 15 year subscriber and in the past I received credit for the cost that I paid for the Sun paper if I did not receive it. They told me it was policy. So...I have paid for a product and did not receive it. This can not be legal.Desired Settlement: I should receive a return payment of the cost of the newspapers which I paid for up front if I do not receive it. Not the cost of the delivery.

Business

Response:

TheOshkosh Northwestern received the Bureau’s letter dated October 14, 2014concerning the complaint that [redacted] filed with the Bureau. In his complaint, Mr. [redacted] expressed anobjection to the Oshkosh Northwestern’s new content subscription model andassociated credit for undelivered print editions. Inresponse to Mr. [redacted]’s concerns, I would like to explain our recentchanges. The Oshkosh Northwesternimplemented numerous enhancements designed to strengthen its ability to deliverhigh-quality watchdog journalism, strong storytelling focused on the Fox Citiescommunity, their citizens, and breaking news, all with the ability to deliverthis content when, where and how readers want it. These enhancements and multiple ways todeliver our content are reflected in the new Full Access subscription model andits associated rates. Today’stechnology gives the Oshkosh Northwestern the opportunity to deliver more newsand information to our subscribers. Forexample, the Oshkosh Northwestern’s website, www.thenortwestern.com, provides to subscribers exclusivecontent not found in print – such as blogs, chats, and reader comments. In addition, breaking news alerts can be sentto subscribers’ smartphones. Even more,the Oshkosh Northwestern’s tablet and smartphone apps, provide 24/7 access tobreaking news, articles, photos and streaming video. TheOshkosh Northwestern’s news and information, including an exact digital replicaof the print edition, continue to be available through the Full Accesssubscription, even when a subscriber is away from home or home delivery of theprint edition is missed. This means thatthe subscription rate is for full access to all of the content the OshkoshNorthwestern produces, edits and curates. While I understand that Mr. [redacted] desires not to pay for the subscriptionwhile he is away or when the Oshkosh Northwestern misses home delivery of theprint edition, we no longer offer subscriptions to only a portion of our newsand information content and we no longer provide a pro-rata subscription creditfor vacation stops. However at asubscriber’s request, the Oshkosh Northwestern, stops home delivery of theprint edition during a subscriber’s vacation and credits the subscriber forcosts related to delivery of the print edition. Weregret that our representatives might not have clearly explained the nature ofthe subscription model and the credit relating to delivery costs of the printedition or that Mr. [redacted] found the explanation inadequate. If Mr. [redacted] would like additionalinformation, he is welcome to speak directly with me by calling ###-###-####. Wevalue our relationship with Mr. [redacted] and are hopeful that he continues to valueour news and information that we deliver every day and look forward to himcontinuing to be a subscriber to all we have to offer. Itrust that this response resolves this matter. However should the Bureau have additional questions, please contact me. Verytruly yours, GannettPublishing Services