Helena Independent Record

This letter concerns the customer complaint filed by [redacted] regarding Lee Enterprises, Incorporated d/b/aIndependent Record [redacted] complains the term of his subscription was shortened due to charges for premiumeditions.The correct term is "premium days", which are charged at a higher priceThese papers command a higher price dueto premium content included in the paper on those daysThis content may include numerous coupons which provideheightened value to the consumer or special editorial or advertorial content including Thanksgiving, Black Friday ads,Better Holiday Section, Outdoor Hunting Guide, Super Bowl section, Christmas, New Years and the Olympics.We are always striving to ensure we are offering the best products and services that provide heightened value to theconsumerThe Independent Record can credit the account if a subscriber does not wish to receive premium daydeliveriesTo exercise this option contact customer service at 1-800-762-and request premium days opt out.However, subscribers will then NOT receive delivery on premium days that don't occur on a normally scheduleddelivery dayOn those days subscribers still have unlimited access to all Independent Record websites, e-editionand apps for iPhone, iPad and Android through the full access subscription which all subscribers qualify forAll thatneeds to be done is to activate the full access subscription and create an online account.We strive as an industry to provide very visible notice to the consumer of this varied rateThe Independent Recordhas complied with our corporate directive by advising the consumer in the paper and on our website that premiumdays will occur throughout the year and will reduce the length of their subscriptionThe disclaimer is included in eachedition of the paper and Lee Enterprises, Incorporated Terms of Services are readily available at helenair.com/terms.We are sorry for any inconvenience to [redacted] and thank him for being a loyal reader of the IndependentRecordWe understand his concerns and are happy to extend his current subscription.We trust this will resolve the matterIf you have any further questions or need any further information, please feelfree to contact me Sincerely, Astrid G [redacted] Vice President of Human Resources & Legal

This letter concerns the customer complaint filed by [redacted] regarding Lee Enterprises, Incorporated d/b/aIndependent Record. [redacted] complains the term of his subscription was shortened due to charges for premiumeditions.The correct term is "premium days", which are charged at a higher...

price. These papers command a higher price dueto premium content included in the paper on those days. This content may include numerous coupons which provideheightened value to the consumer or special editorial or advertorial content including Thanksgiving, Black Friday ads,Better Holiday Section, Outdoor Hunting Guide, Super Bowl section, Christmas, New Years and the Olympics.We are always striving to ensure we are offering the best products and services that provide heightened value to theconsumer. The Independent Record can credit the account if a subscriber does not wish to receive premium daydeliveries. To exercise this option contact customer service at 1-800-762-6397 and request premium days opt out.However, subscribers will then NOT receive delivery on premium days that don't occur on a normally scheduleddelivery day. On those days subscribers still have unlimited access to all Independent Record websites, e-editionand apps for iPhone, iPad and Android through the full access subscription which all subscribers qualify for. All thatneeds to be done is to activate the full access subscription and create an online account.We strive as an industry to provide very visible notice to the consumer of this varied rate. The Independent Recordhas complied with our corporate directive by advising the consumer in the paper and on our website that premiumdays will occur throughout the year and will reduce the length of their subscription. The disclaimer is included in eachedition of the paper and Lee Enterprises, Incorporated Terms of Services are readily available at helenair.com/terms.We are sorry for any inconvenience to[redacted] and thank him for being a loyal reader of the IndependentRecord. We understand his concerns and are happy to extend his current subscription.We trust this will resolve the matter. If you have any further questions or need any further information, please feelfree to contact me.
Sincerely,
Astrid G[redacted]
Vice President of Human Resources & Legal

Review: On October 11, 2013 I ordered a six month subscription of the IR newspaper.I paid for the subscription by credit card. I had been suspicious that I had not received full credit for my subscriptions in the past, so at that time I asked the clerk what my subscription renewal date would be. She stated that it would be April 11, 2014. I asked a second time and was assured that the date was April 11, 2014. On March 7, 2014 I received a notice with my paper that my subscription had expired. The following Monday I went to the newspaper office to ask why my subscription had expired. I was informed that it had expired. When I asked how that could be, I was informed that the paper inserts special "bonus" pieces in the newspapers periodically and when that is done they subtract one or two days from subscriptions. I asked what these bonus items were, and was given a very vague answer. So I asked the clerk why I was not informed of this when I subscribed, and I informed her that I was assured at the time that my expiration date was April 11, 2014. She simply stated that that's the way it is done. I then asked if they did this on all subscriptions, and she answered that they did. She also stated that she had dealt with another customer a few days earlier who was also upset about this practice. She then stated that "I know how you feel, you must feel like you have been swindled". I then asked if I could speak to her supervisor and was told that his office was in Butte and I could call him there. I did not renew my subscription!I have called and left messages with [redacted], the supervisor in Butte, three times @[redacted], asking that he call me back to discuss a complaint. He has not returned my calls.Desired Settlement: I really am reporting this so that the IR will discontinue this practice. It is at least unethical, and borders on criminal. Given that there are probably thousands of subscribers who are affected, I feel they should perhaps even publish an apology to their subscribers on their front page.