Hartford Courant

June 18,
"LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt" class="MsoNormal">Revdex.com Case# [redacted]
Please accept our sincerest apology for the inconvenience you've suffered as a result of your newspaper delivery issuesWe have contacted regional manager [redacted], who has contacted you and has addressed delivery issues with the distributor for an immediate resolution
Our records reflect reported service problems and your account has been credited for the reported newspapers that were not deliveredYour payment of $and service credits applied to your account extend the paid thru date for your subscription to 07/02/In addition, an adjustment has been processed on your account to reflect 07/26/as the paid thru date (this adjustment also includes the week service credit that was discussed when the regional manager contacted you
You are a valued subscriber and we will do everything possible to ensure that you receive your newspaper every Thursday thru SundayWe hope you find this resolution satisfactory. Please contact our customer service department at [redacted] should you have any questions
Sincerely,
[redacted]
Senior Customer Service Representative

February 16, 2016
line-height: normal;">Revdex.com Case# [redacted]
Please accept our sincerest apology for the inconvenience
you have suffered in regards to your Hartford Courant subscription.
This communication will confirm that the charges of $18.29 have been
cancelled and account is paid in full. Account information has been updated
with our collection agency and collection process has ceased. Also, request to
immediately stop delivery of the Thursday thru Sunday newspaper to your
household has been forwarded to the local distributor.
We again apologize for the obvious frustration
you suffered when trying to cancel your subscription as well for any
inconvenience this may have caused.  We hope you find this resolution
satisfactory.  Please contact our
customer service department at ###-###-#### should
you have any questions regarding this matter.
Sincerely,
Carmen T[redacted]
Senior Customer
Service Representative

The original issue was due to the unavailability of the customer to verify specific information in the advertisement, resulting in their advertisement being declined by one of our self service support...

representatives. After the order was canceled, the customer reached out past the deadline of the original requested run date and we rescheduled their order for the next available print run date. At the point of cancelation of the first order, our systems should have automatically generated a full refund for the order.
 
Due to a system failure only $650 was automatically refunded upon the orders initial cancelation, rather than the full amount paid. At this point an adjustment request was submitted to our finance department in order to rectify the previously paid amount of $2530. Our finance team failed to process this request in a timely manner. The situation resurfaced up on June 10th as the customer was showing a credit of $1880, at which point approval was given to send a refund check to that customer. This typically would take about 10 business days from this approval date.
 
If you have any further questions, please don’t hesitate to reach out.
 
Regards,
 
[redacted]
Senior Team Lead | Classified Sales
[redacted]

July 2, 2014
Revdex.com ID# [redacted] Please accept our sincerest apology for the obvious concern, frustration and inconvenience you have suffered due to the mishap regarding your subscription request.
As I mentioned during our phone conversation today, [redacted] is currently on vacation, which is...

why she did not respond to your last email. I have contacted our finance department and they assured me that your refund check in the amount of $39.00 will be mailed out tomorrow, July 3, 2014. In addition, I will review your complaint with senior management to ensure that proper procedures are being followed and that better communication channels are put in place.
Please feel free to contact me directly at [redacted] should you have any questions or decide to allow us one more opportunity to get it right.
Sincerely, [redacted] Customer Service Specialist

February 23, 2015
Revdex.com Case #[redacted]
LINE-HEIGHT: normal"> 
 
 
Please accept our sincere apology for the confusion surrounding your request to stop delivery as well as the obvious frustration you have suffered with the continued communication from our collection agency.
 The charges of $25.67 was cancelled on the account on 01/06/15 and our records reflect a zero balance.  Your account information has been updated with our collection agency and collection process has ceased.  Please be advised this does not get reported to any credit agencies nor affects your credit.
We again apologize for the obvious frustration you have suffered. We hope you find this resolution satisfactory.  Please contact our customer service department at [redacted] should you have any questions regarding this matter.
 
Sincerely,
 
[redacted]
Senior Customer Service Representative
 
 
 %

May 4, 2016
Revdex.com Case# [redacted] Thank you for contacting the Hartford Courant in regards to receiving the Thursday/Sunday weekly newspapers. We wish to apologize for any inconvenience or misunderstanding that you might have experienced as a recipient of the Hartford Courant and your renewal notices. Here at the Hartford Courant it is our intent to deliver the best possible service to all of our subscribers.
The reason you continued to receive the Hartford Courant newspapers, was due to our Customer Service Department not being notified of your wish to stop your continuous subscription until May 2, 2016. Due to lack of notification, that resulted in the receipt of the $13.00 final notice.
The following verbiage regarding continuous subscriptions does appear on all notices:
This is a continuous subscription that may be cancelled at any time. To cancel or make changes to your subscription, you must call us at ###-###-#### or ###-###-####. We do not accept written correspondence. You must notify us by phone. You will be charged for any newspapers delivered prior to cancellation.
However, due to your special situation, the following has been done in regards to your account: 1) the outstanding balance of $13.00 has been removed from your account and 2) your account has been coded not to receive future offers from the Hartford Courant. We hope that the above actions meet with your satisfaction in regards to the resolution of this matter.
Should you have any further questions or concerns in the future, please feel free to contact our Customer Service Department at ###-###-####.
Sincerely,
Valerie C[redacted] Circulation Department

May 20, 2016
Revdex.com# [redacted]
As of May 18, 2016, we have resolved the billing issue with [redacted] and the customer currently shows a zero balance for any activity prior to January 1, 2016.
Michele T[redacted] Advertising...

Director,
Local Retail & Classified

March 25, 2016
normal;">Revdex.com Case# [redacted]
Please accept our sincerest
apology for the inconvenience you’ve suffered as a result of your newspaper
delivery issues. We have contacted Operational Manager- Jorge M[redacted], who has
addressed delivery concern with the local distributor.
Our records reflect reported
service problem communicated to the Customer Service Department on 03/10/16,
03/11/16 and on 03/12/16. Also, our
records reflect your request for delivery of your 03/10/16 newspaper was
forwarded to the distributor. I’m sorry to
hear that you were not informed that request for delivery of your 03/10/16
newspaper would be fulfilled the next day. 
I’m also sorry to hear that your Thursday (03/10/16) newspaper was not
delivered the next day and you had to place multiple calls to the Customer Service
Department.   Please be assured
that we have addressed these concerns with our Customer Service Department and
with the local distributor.
Your account has
been credited for Thursday 03/10/16 newspaper. An additional 2 week credit has
also been applied to your account. Service credit has extended the
paid thru date of your subscription thru 02/18/17.
Again, you have our
sincere apology for the obvious frustration and inconvenience you have
suffered.  You are a valued subscriber
and we will do everything possible to ensure that you receive your newspaper
every Thursday thru Sunday. We hope you find this resolution satisfactory.  Please contact our customer service
department at ###-###-#### should you have any
questions.
Sincerely,
Carmen T[redacted]
Senior Customer
Service Representative

July 14, 2014
Revdex.com Case# [redacted] I’m writing in response to your concern submitted to the Revdex.com regarding your Hartford Courant subscription. We value our customers and strive to provide them with exceptional service. Clearly, we’ve failed you in this...

regard.
Operations manager, [redacted], has been notified and has informed us that she’s left you several messages. In addition, she has contacted the distributor who has assured us that this issue is being addressed with the contractor.
Please accept our sincerest apology for the obvious frustration and inconvenience you have suffered. We will do everything in our power to better serve you in the future.
Sincerely, [redacted] Senior Customer Service Representative

May 11, 2015
Revdex.com Case #
UI'">[redacted]
 
Please accept my sincerest apology for the information that was provided to you when you contacted the customer service department on 04/19/15.
 
Our records reflect the following:
Renewal date for your Daily and Sunday newspaper subscription was 04/25/15. Renewal invoice dated 03/10/15 reflects the option to pay up to 52 weeks at the discounted rate of $4.15 per week.
 
03/15/15- per a telephone call to the customer service department, representative offered the discounted rate of $3.00 per week for your Daily and Sunday newspaper subscription.  Also, per a telephone call to the customer service department on 03/15/15, request to change the method of payment to automatic charge to a [redacted] every 13 weeks was processed. (Total charge every 13 weeks, $39.00).
 
Due to a data entry error processed on 03/15/15, notification mailed communicated that your credit card would be charged $53.95.
 
When you contacted the customer service department on 04/19/15, representative should of identified what occurred on your account, the reason your notification communicated the amount of $53.95 instead of $39.00 and explain that the charge of $53.95 would cover the account for longer than 13 weeks. Also, representative would have been able to suggest that after your credit card is charged ($53.95), the difference ($14.95) would be credited to your credit card or suggest removing your account from our automatic charge to your [redacted].
 
Per your call to the customer service department on 04/27/15, request to credit $14.95 to your credit card was submitted. As explained by the representative, the required time frame for transaction to process and reflect on your [redacted] would be 3-5 business days.   A service credit to extend your subscription for 4 weeks was applied to your account.
 
Again, we extend our sincere apology for the obvious concern and inconvenience you have suffered as a result of this error.  Your concern has been addressed with our customer service department to ensure that proper procedures are being followed and to ensure correct information is communicated to customers.
 
You are a valued customer and we hope you find this resolution satisfactory.  Please contact our customer service department at ###-###-#### should you have any questions.
Sincerely,
 
[redacted]
Senior Customer Service Representative

I have tried and tried to give the benefit of doubt to the Hartford Courant. I don't understand why they do not seem to care about their customer service. Management really does not seem to be doing their job. Sad.

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.
I have spoken with [redacted], and arrangements have been made to have a door replaced. He has also confirmed that if there's any issues getting payment back to me contact him immediately.
 
If you have further question, please contact me at ###-###-####.
Sincerely, 
[redacted]

April 05, 2016

size="3">
Revdex.com Case# [redacted]
I’m writing in response to your concern submitted
to the Revdex.com regarding your newspaper subscription.
As noted on your renewal notice, delivery
service of your newspaper subscription is a continuous subscription. The
following verbiage regarding the continuous subscription and not to write or
send correspondence appears on all notices:
This is a continuous subscription that may
be cancelled at anytime. To cancel or make changes to your subscription, you
must call us at ###-###-#### or ###-###-####. We do not accept written
correspondence. You must notify us by phone. You will be charged for any
newspapers delivered prior to cancellation.
Delivery of your newspaper subscription has been stopped and the charges
of $15.50 have been cancelled.  Your
account information has been updated with our collection agency and collection
process has ceased.
We value you as a former subscriber. Please accept our sincerest apology
for the inconvenience this may have caused. I hope the
information provided is helpful with any questions or concerns reference your newspaper
subscription. If you have any additional questions,
please contact our Customer Service Department at ###-###-####.
Sincerely,
Carmen T[redacted]
Senior Customer Service Representative

February 3, 2014
Revdex.com Case...

#[redacted]
I am writing in response to the above noted Revdex.com complaint. First and foremost, we are truly sorry for the manner in which this cancellation request was handled. Unfortunately, when the complainant spoke to our customer service representative back in November of last year, the representative credited the account but failed to process a stop.
Regarding the phone calls received, again, we extend our sincerest apology. The company calling  was doing so to collect a past due balance that appeared on the account, which was the direct result of our failure to properly handle the stop request. I have credited the account for the $13.70 that was sent to us and a refund has been processed. The complainant should be in receipt of this check within two weeks. I have also placed the account on our do-not-call list. Please note that do-not-call requests take approximately 3 weeks for processing.
We failed a valued subscriber. It is our sincere hope that we may one day be given the opportunity to better serve this customer in the future.
Sincerely,
[redacted]
Customer Relations

March 04, 2015
size=3>Revdex.com Case# [redacted]
 
I’m writing in response to your concern submitted to the Revdex.com regarding your newspaper subscription.
 
Please accept my sincerest apologies that you experienced non delivery of service with your Thursday thru Sunday newspaper subscription and for any inconvenience you experienced after receiving notification from Arms Solution.
 
As noted on your renewal notice, delivery service of your newspaper subscription is a continuous subscription. The following verbiage regarding the continuous subscription and not to write or send correspondence appears on all notices:
This is a continuous subscription that may be cancelled at anytime. To cancel or make changes to your service or subscription, you must call us at [redacted] or [redacted] We do not accept written correspondence. You must notify us by phone. You will be charged for any newspapers delivered prior to cancellation.
We value you as a former subscriber. The charges of $17.81 have been cancelled.  Your account information has been updated with our collection agency and collection process has ceased.  Please be advised this does not get reported to any credit agencies nor affects your credit. Your payment of $17.81 received on 02/23/15 has been refunded. Please expect to receive your refund check within 3-4 weeks. 
I hope the information provided is helpful with any questions or concerns reference your newspaper subscription. If you have any additional questions, please contact our Customer Service Department at [redacted]
 
Sincerely,
[redacted]
Senior Customer Service Representative

April  09, 2015
Revdex.com Case# [redacted]

class="MsoNormal"> 
 
I’m writing in response to your concern submitted to the Revdex.com.
 
Please accept our sincere apology for the inconvenience you experienced during the delivery of the Reminder News product to your household and damages to your snow blower. We are sorry to hear that attempt to resolve your concern with the local distributor was not satisfactory.
 
Reminder News is delivered by Reneson, LLC, which is an independent distribution company contractor.  Hartford Courant is not responsible for damages resulting from delivery of the product.  For this reason, our operational manager-Jorge Madeira contacted you to explain that your concern requires that you speak directly to the local distributor.
 
In regards to delivery of the Reminder News, request to cease delivery to your household was processed on 03/04/15, delivery stopped on 03/12/15.
 
Again, you have our sincere apology for the obvious frustration and inconvenience you have suffered.   Please contact our customer service department at [redacted] should you wish to arrange for a call back from a representative from the local distribution office.  
 
Sincerely,
 
[redacted]
Senior Customer Service Representative

August 03, 2015
0in 0pt" class="MsoNormal">Revdex.com Case # [redacted]
 
 
I’m writing in response to your concern submitted to the Revdex.com reference your Hartford Courant newspaper subscription.  Please accept our sincerest apology for our failure to properly service you and for the obvious frustration you have suffered.
Reference your subscription payment mailed in May 2015, check# [redacted]. Our records does not reflect this payment. Please verify with your financial institution that your check has been cashed by the Hartford Courant and provide our finance department with a copy of the front and the back side of the cashed check.  This information will allow our finance department to further research your concern. I have provided mailing address and the fax # below:
[redacted]
Attn:Hartford Courant Billing
[redacted]
[redacted]
 
Fax#:  [redacted]
 
Also, our vacation no-credit policy was implemented in December 2011 for vacation stops 28 days or less. Since that time, all customer communications contain the following verbiage: “Adjustments and service credits extend your expiration date and are reflected in your pay thru dates. Vacation stops do not extend your expiration date.”  Additionally, our Publisher’s box on page A2 of the newspaper states: “Vacation stops do not extend expiration dates.”
 
The charges of $16.04 have been cancelled and our records reflect a zero balance.  Your account information has been updated with our collection agency and collection process has ceased. 
We again apologize for the obvious frustration you have suffered. We hope you find this resolution satisfactory.  Please contact our customer service department at [redacted] should you have any questions regarding this matter.
 
Sincerely,
 
[redacted]
Senior Customer Service Representative

May 23, 2016
Revdex.com Case# [redacted] Thank you for contacting the Hartford Courant in regards to receiving a Sunday only newspaper subscription. We wish to apologize for any inconvenience that you might have experienced as a recipient of the Hartford...

Courant or misunderstanding in regards to your renewal notices. Here at the Hartford Courant it is our intent to deliver the best possible service to all of our subscribers.
Please note, that per your request, we have taken the following actions: 1) delivery of the Sunday newspaper has been stopped to your home address and 2) the amount of $6.93, on your account, has been cleared and there is now a zero balance. We hope that the above actions meet with your satisfaction in regards to the resolution of this matter.
Again, please accept our apologies, and should you have any further questions or concerns in the future, please feel free to contact our Customer Service Department at ###-###-####.
Sincerely,
Valerie C[redacted] Circulation Department

February 3, 2014
[redacted]...

[redacted]
Unfortunately, our customer service representative gave this subscriber erroneous information in regards to her account payment status.
Our records reflect the following:
07/23/13 - Hartford Courant payment of $27.96 was charged
08/01/13 – July payment appeared on the subscriber’s statement                       
A customer service specialist spoke with the subscriber this morning to clear up the confusion surrounding the direct checking payments. She now understands that all payments charged to her checking account have been credited to her subscription account. She was pleased with the resolution.
 
Sincerely,
[redacted]
Senior Customer Service Representative

March 22, 2016
normal;">Revdex.com Case# [redacted]
Please accept our sincerest apology for the inconvenience you have
suffered as a result of your newspaper
delivery issues. We
have contacted Operational Manager- Robin C[redacted] who has contacted you and has
provided you with her contact information.   Also,
delivery concern has been addressed with the local distributor for an immediate
resolution.
Our records reflect delivery concerns communicated via email and via
telephone calls received at the customer service department on 01/06/16, 02/15/16,
03/04/16 & 03/08/16. Our records also reflect delivery concerns forwarded
to the local distributor for an immediate resolution. We are sorry to learn that delivery concerns were not addressed promptly
and that you did not receive a telephone call from a manager. In addition, we
are also sorry to learn that representative provided you with the incorrect
subscription information on 03/08/16. Please be assured that these concerns have
also been addressed.
The start date for
your Sunday only Subscription was 12/13/15. Service credit from 12/13/15 thru
03/13/16 has been applied to your account. Your payment of $13.00 received 12/09/15 pays
for 52 weeks from 03/20/16 thru 03/12/17. Per Operational Manger- Robin C[redacted],
a service credit of 11 weekshas been applied to your account. Service
credit has extended the paid thru date of your subscription thru 05/28/17.
You are a valued
subscriber and we will do everything possible to ensure that you receive your
newspaper every Sunday. Again, you have
our sincere apology for the obvious frustration and inconvenience you have
suffered.   We hope you find this
resolution satisfactory. If you have any
additional questions, please contact our Customer Service Department at ###-###-####.
Sincerely,
Carmen T[redacted]
Senior Customer
Service Representative