Hi Tech Office Products

from [redacted] , Vice President Audience Services: September 9, *** [redacted] : Revdex.com case # [redacted] I have reviewed *** [redacted] complaint and here is a summary of what happened: Once [redacted] received a collection notice for a balance owed of $10.35, he called our call center We listened to the recording of that call When he spoke with the representative, she quoted the correct amount that he owed ($10.35) and when asked for the cost to resume 4-day delivery of the Times-Dispatch along with Channels, our TV book she also quoted the correct rate of $ However, he called July 7, to stop his subscription, so he was inactive at the time The representative should have noticed this and restarted his account at that time and the payment he thought he was making of $would have processed correctly By not restarting this account, he was charged only what he owed at that time which was $plus weeks of delivery he received beyond his expiration date That total was $bringing the total he was charged to $ Beyond the representative not reactivating [redacted] account as she should have, the call went on much longer than it should for a fairly routine call Instead, there were gaps in the call where nothing was said leaving him and me to wonder what she was doing Before she finally placed him on hold (when the music came on) she should have said, “ [redacted] is it ok if I place you on hold?” Finally at the end of the call when she came back on the phone, she should have apologized for him having to wait as long as he did I apologize for the way the call was handledShe did not represent the customer service we want anyone to receive I will be talking to her supervisor on how this call should have been handled The second attached recording is from the sales representative who called [redacted] to ask if he would like to take advantage of our special offer to upgrade his subscription from 4-day delivery to 7-day delivery We heard on the recording that he did agree to take advantage of this offer I appreciate [redacted] taking the time to write to us to let us know of his experience dealing with us on many different levels I am sorry for the ordeal he went through during what should have been a very routine callIf his father would like to continue to receive 7-day delivery, I would like to offer him months free His current expiration date is Aug8, and this would extend his subscription to Oct8, If however, he wishes to revert back to 4-day delivery, the same offer applies: free months I just need to know whichever he would like to accept Thank you [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

" class="cuttext">src="data:image/png;base64,/9j/4AAQSkZJRgABAQEAYABgAAD/2wBDAAoHBwgHBgoICAgLCgoLD...⇄ Feb24, Complaint from [redacted] # [redacted] Dear Revdex.com: Our Circulation Accounting Billing Coordinator, [redacted] , researched Mr [redacted] account and provided this information: Customer's newspaper delivery was cancelled Jan18, 2016, with a balance due of $Accounts with outstanding balances due of more than $are sent automatically to a collection agencyMr [redacted] posted an electronic Customer Tracker ticket on Feb9; the balance on his account was cleared as customer says he never received a notice from The Times-Dispatch Circulation contacted Mr [redacted] Friday, Feb19, because apparently the carrier was not complying with customer's request to stop deliveryUnderstandably, Mr [redacted] was getting increasingly frustratedDelivery was NOT made to Mr [redacted] this past weekend We hope all of Mr [redacted] issues with The Times-Dispatch have been resolved to his satisfaction As always, we take all complaints from our customers very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers Sincerely, [redacted]

height="57" alt="RTD NAMEPLATE" " class="cuttext">src="data:image/png;base64,/9j/4AAQSkZJRgABAQEAYABgAAD/2wBDAAoHBwgHBgoICAgLCgoLD...⇄ Aug16, Revdex.com case # [redacted] Dear Revdex.com: Our Metro Home Delivery Manager, Scott ***, has reached out to Ms [redacted] and left his contact information should she need him in the future Mr [redacted] has instructed the district manager, the circulation manager and the carrier for Ms***’s house to stop delivery of our free TMCWe’re sorry that she doesn’t want to take advantage of these informative publications, but we will make sure delivery is discontinued per her request As always, we take all complaints seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers and non-subscribers as well Sincerely, [redacted] Tell us why here

Dear Revdex.com:I've attached a response to Mr [redacted] , complaint # [redacted] , from [redacted] , VP Audience Services for The Times-Dispatch.I apologize for the delayI was on vacation and Mr [redacted] didn't see the first email and no one was here to remind him!I hope Mr [redacted] is satisfied with the explanation concerning our recent policy change.As always, we take all complaints from our customers very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers.Sincerely, [redacted]

Case Number [redacted] We are very sorry for the confusion surrounding the check you had sent us and put a stop payment on Our system does not permit us to stop a payment after the check has been mailed to us Therefore, it was processed and returned to your bank when the stop payment came through We did send you a refund, since the system could not stop the deposit This refund was for $and was sent to you on November 16, It was check number [redacted] and according to our system, it was cashed on November 20, In addition to this money being refunded back to you, we will issue you a second refund for the $that your bank has charged you We also charged you $for a returned check fee (charge applied to your newspaper account) I will reverse this charge for you.Again I am sorry for all the confusion and thank you for being a loyal subscriber.Sincerely, [redacted] ***Circulation Accounting ManagerRichmond Times Dispatch

Oct16, Revdex.com Case # [redacted] , [redacted] Dear Revdex.com: As a courtesy to our customers, we do not stop delivery automatically when the subscription payment has been disbursedInstead, we send two additional /> reminder invoices that the subscription has expired and the balance dueWe usually extend delivery about days beyond the expiration date allowing time for payment to be received in the mail and processed Attached is a copy of an invoiceIt clearly states that subscriptions continue until The Times-Dispatch is contacted [redacted] indicated that he moved in July, but his account expired on Aug26, Without knowing of his move, the carrier continued to deliver (and pay for) papers and the system continued to charge [redacted] account The $balance was accumulated from the days of delivery that extended past the expiration date However, due to the fact that [redacted] moved prior to delivery expiration, we will write off the balance and end any further communication with a third-party collection agencyThere will be no negative action to the credit bureaus As always, we take all complaints from our customers very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers Sincerely, [redacted] [redacted]

Dec1, Revdex.com Case # [redacted] , [redacted] ***Dear Revdex.com: [redacted] , our [redacted] , has been in touch with [redacted] ***Here is how the situation unfolded: [redacted] *** authorized a payment of $in June Unfortunately, the payment was not processed in a timely manner and delivery was discontinued by the carrierTelemarketing contacted her and delivery restarted on Nov20, 2014, with a payment of $[redacted] contacted [redacted] on Novat which time a refund of $was requested [redacted] will be contacted again and the $will be posted[redacted] seems to be in agreement with this arrangement.As always, we take all complaints from our customers (and non-customers) very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customersWe hope that is the case with [redacted] Sincerely, [redacted]

Case Number [redacted] I am very sorry for the various transactions that have been charged to your credit card Upon reviewing your account, I noticed that it was not set up correctly when you switched from Daily/Sunday to Sunday only Because of the change not being made correctly, your account continued to be adjusted various amounts to keep your payment current That is the reason for the various charges, $2.38, $and $ I also apologize for the customer service representative not notifying the billing department of the situation We would have been able to get this corrected for you immediately Per your request, I will be refunding you $ This will leave a balance due on your account of $which covers November – January I will be writing this amount off for you so your account will reflect a zero balance.Again, I am sorry for the inconvenience and customer service problems you experienced Thank you for being a loyal subscriber and I do hope you decide to come back to the newspaper.Sincerely, [redacted] ***

"Arial","sans-serif Oct18, Revdex.com case # [redacted] ** [redacted] Dear Revdex.com: The administrative assistant in our Circulation department checked on [redacted] account and found that it was terminated as of Oct2, Our Business Office has given a credit to the customer as wellThis should resolve all issues As always, we take all complaints seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers and non-subscribers as well Sincerely, Claudia C***

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Our *** *** ***, *** ***, has called *** *** and left him messages, but customer has not returned calls to *** ***
We have no record of his $payment; no record of calls on June or June *** *** paid $in April which paid his account through
May 17, A stop was entered on May that delivery was "not ordered," and there has been no activity on his account since that date
*** *** will continue to try to contact *** *** to discuss his complaint
As always, we take all of the Revdex.com's messages to us very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers
Thank you

Revdex.com --
David K*** our VP for Audience Services, was unable to reach Mr*** by telephone, so wrote to him instead explaining our vacation policy (see attached letter)Mr*** will be placed on our "exceptions list" for vacation credits and has been given a credit for his most
recent vacation papersWe believe this action will be satisfactory to Mr***.As always, we take all complaints from our customers very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customersSincerely,
*** ***

Dear Ms***:Thank you for your letterI am sorry for the billing confusionI
have reviewed your account and see that several changes were madeYou were on
a 13-week special which automatically converted to a monthly bill after the
introductory period endedThis is how this special
was set up to work and I am
sorry if this was not communicated to youYou called in and indicated you
wanted to convert back to weeks but the representative accidently put you on
a 4-week rate. Currently, you are back
on a 13-week rate and this is billing you $on each invoiceThis has been
the same since May It will continue to bill at $until that special
runs out (which appears to be sometime in March)Throughout the year, we delivered premium magazines with your
paper and also charged an additional amount for your Thanksgiving paperThe
way our system bills you for these premium publications is to shorten your
expiration dateThis is communicated on our invoicesSo, even though your
bill has consistently been $since May, it won’t cover a 13-week
period. You have the option to tell us you do not want these premium
magazines or Thanksgiving paperIf you choose to do that, please call
804-644-in advance and the charges can be avoided for 2016.We do value your being a loyal subscriberI would like to extend
your $special for an additional two terms past MarchAgain, it will not
extend for months as a result of the premium charges, unless you decide to
opt outPlease let us know if this is a welcomed solutionAgain, thank you
for your input.Sincerely, *** ***

Thank you for forwarding *** *** complaint to us
We are sorry he did not contact us directly so we could have
explained to him that the $monthly Digital only fee for new subscribers is
a three-month introductory offer, as stated very clearly on the
/>
TimesDispatch.com pageI have a copied that page and included a screen shot
for your information
As always, we take all of the Revdex.com’s messages to us very
seriouslyOur business, however, has many moving parts and involves many people
We continue to make every effort to satisfy all of our customers
Sincerely,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

April 8, 2015 *** *** * ***
*** *** ***
*** *** *** ***
*** ** ***
***Our *** *** ***, *** ***, spoke with Mr*** yesterday morning, April 7.A new carrier has been on Mr***delivery route
for three weeksThe carrier’s manager, *** ***, has updated the new carrier’s delivery list and will follow up with Mr*** to make sure his newspaper is delivered on a regular basis.Mr*** has *** contact information in case there are any future issuesWe feel that won’t be necessary.As always, we take all complaints from our customers (and non-customers) very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customersWe hope this is the case with Mr***Sincerely,
*** ***
*** ** *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am still in discussions with *** *** (the RTD representative who left me a voicemail message), to see if my issues can be satisfactorily addressed
Regards,
*** ***

Nov1, 2016Revdex.com case # *** ** ***
*** *** *** ***
*** ** ***Dear Revdex.com:Our Business Office has handled and resolved the billing issues as stated by Ms***Also, our circulation manager has assured Ms*** that
there will be no more deliveries of our products to her address.The customer has been given contact information in case anything arises in the future.As always we take all complaints seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers and non-subscribers as well.Sincerely,Claudia C***

March 24, 2015Revdex.com Case # ***Our Metro Circulation Home Delivery Manager, *** *** ***, has reached out to Mr*** via e-mail with this message:"Thank you for taking time to let us know we have failed to meet your expectations with delivery of The Times-Dispatch
Our goal is to place the paper at the customary place of delivery every dayIt is apparent the new carrier on your route has not taken the correct steps to return delivery to the paper tubeCertainly this is the customary place and you can expect the paper to be returned to this location within hoursI will see that the carrier is spoken with tomorrow morning prior to delivery. I have asked the area manger to contact you over the next few days to make certain the carrier has improved service.Thank you for your patience and for being a Times-Dispatch subscriber."As always, we take all complaints from our customers (and non-customers) very seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customersWe hope this is the case with Mr***.Sincerely,*** ***