Hi Tech Office Products

The Revdex.com
Case # *** dated March 22, *** ***
*** *** *** ***
*** ** ***
Dear Revdex.com:
Our *** *** ***, *** *** ***, has placed a stop on *** *** accountThe subscription was started in
December 2013, and expired March 9, The subscription was solicited by a crew team member which is managed by an independent contractorThe bill she received was generated by the system automatically*** *** has taken necessary steps to ensure *** *** is not solicited or contacted in any wayHer account with a $balance due has been purgedA new subscription cannot be started at her *** *** address or in her name without *** *** permissionAs 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 customersSincerely,
*** ***
March 31,

Oct15, 2015 Revdex.com case # ***Ms*** *** *** ***
*** ** ***
Dear Revdex.com:Ms*** ***, our circulation accounting manager, called Ms*** but instead talked with her husbandHere is an excerpt from
her note regarding our customer’s complaint:“I spoke to the customer (the husband of the customer; she was not available) below. I apologized for the lack of customer service. I also told him that I forwarded the information to our customer service manager so he could find out where the problems were. I thanked him for bringing it to our attention“I told him I would issue a refund for the additional $3, but it would be a check since we have purged his credit card information. He said that would be fine.“I also gave him my name and number in case he or his wife had any additional questions or problems.He was very thankful for my call, my informing the customer service manager of the problem and us issuing him the additional refund.”We feel the customer is satisfied with the resolution.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 customers. Sincerely,*** ***

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Dear Revdex.com:
Re customer *** *** * ***
We are terribly sorry Ms*** had so many issues with delivery of her Times-Dispatch as well as our failure to return her calls as promised Our new Metro Home Delivery Manager, *** ***, talked with Ms*** and convinced her to give us another tryWe dropped the ball, but he feels certain he can regain her trust as a customer 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,
*** ***

Dec5, 2016Revdex.com case # *** *** *** *** *** *** *** ** ***Dear Revdex.com:Our Circulation Accounting Manager, MsGina Y***, has left two messages on his voicemail for Mr***He has yet to return her
calls.Her explanation is:If and when I speak to him, I will explain why he has not received his refundThe sales form specifies that if you cancel the paper, we will deduct the value of any premium There was only $left on his account and the premium value was $I also will apologize for the miscommunication from the sales rep - we do not have any free trial offersI also will refund his full *** I have already put that process in place and he will be pulled into the refund batch this week I indicated to him today (on my message) that we will issue a full refund to his cardI didn't go into all the others details on the messageBut just in case he never calls me back, I wanted him to know we would be refunding his full amount.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 ***, 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: ***. We only want to continue what is currently being delivered, Friday-Monday plus Channels, and do not need the extra days. So long as we pay our bills, as we have over the years, we should never receive any phone calls that our not in reply to our inquiries
I was unable to open the ".docx" attachment, so have no idea what it actually included. I would very much like to hear the actual recording if someone could share with me what program I need to be able to listen to the file format. That said, please notice that even according to their response the supposed subscription I am stated to have agreed to ends on a date before I ever received a single paper. At present, we are again receiving the day plus Channels that I described and they seem to still be confused in how they communicate internally as evidenced by the comment that they believe I am receiving day service. Nevertheless, this has been an absurd exercise in unnecessary frustration that has included far more conversations and claims than what have been addressed and I am frankly worn out from it and do not need the stress.
It is a shame that I wasn't able to advance this conversation by way of the policies at the Times and the real failure at Customer Service was much less with the representative who made a mistake that could and should have been fairly easily fixed, but more with the fabricated account that there was a recording of me agreeing to what was charged to my card, the obnoxious representative who "apologized" for me putting myself through this and disconnecting me. And no, The Richmond Times Dispatch does not have the authority to alter what is charged to our credit cards or for what purpose without our explicit permission
Regards,
*** ***

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,
*** ***
A portion of the response dealing with a specific conversation between the designated representative and me is paraphrased and lacks objectivity. It further demonstrates the management issue I have raised concerning the lack of customer focus
However, to the point - on June 2, 2014, what is the seven-day, 13-week home delivered price for the city of Richmond, and the counties of *** and ***? If zip code based and not area-wide, then I believe that my facts are correct about pricing and a hidden agenda. As a suggestion, since the newspaper is always complaining about available space, if the rate structure is that complicated, then provide a public webpage with all rates, viewable 24/7. No surprises that way. By the way, this all started because I could not get the newspaper to send a bill, so I never saw the disclaimer that was discussed in the response. (How many of the thousand customers actually pay for the newspaper, with my experience in mind.)
*** ***
***

A representative from our Business Office has tried to reach *** ***, has gotten voice mail and has left a message with a number to call backWe have not heard from herWe will continue to try to reach her
This is what we know until we talk with the customer:
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The customer receives Channels, Hybrid E Edition, daily only and Sunday printI can assume they are upset about the E addition changing to All Access. The $appears to be the period from 5/until it was renewed but has been satisfied and the
account is in good standing at this timeTheir account expired on 5/24/a demand bill was requested and mailed to themA stop was entered by the carrier and district supervisor on 6/10/for payment. Payment was posted on 6/11/for $
with an $tip to the carrierOn this same date she called the service center and inquired why she had not received a bill Unsure what the reply was; only can surmise it was delivered with a Sunday paper by carrier and perhaps they missed it. Their final bill would have been mailed
On 6/it shows that * *** spoke to the customer and it indicates "Billing call, follow up being done." This matches the dates in her letter. A product change was entered on 6/13/
A Business Office manager will continue to try to contact *** *** to answer her questions about bills
Thank you

May 29, 2015 Revdex.com case # ***Ms*** *** *** *** ** ***
***Dear Revdex.com:Our State Circulation Manager, *** ***, spoke with Ms*** Wednesday evening, May After a lengthy
discussion, Mr*** assured Ms*** that her complaints would be addressed immediately (wrinkled papers, poor delivery, poor customer service) and resolved.The carrier for this customer’s area has terminated his agreement with The Times-Dispatch and will not deliver our newspaper after Sunday, May Also, Ms*** will receive a credit on her account for a week’s worth of newspapers.At the end of their conversation, Ms*** seemed happy and was very appreciative of the call from Mr***.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 Ms***.Sincerely,*** ***cc: *** ***, *** ***

[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 me.  I would also like to note that this past week, the subscription company called my home again offering a "Sunday"only subscription.  I reiterated that I have asked them numerous times not to contact me and I do not want the paper.  I am copying me on this email for my record.
        I will wait for the business to perform this action as stated and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

from [redacted], Vice President Audience Services:
September 9, 2014
 
[redacted] [redacted]:
 
Revdex.com  case # [redacted]
 
I have reviewed [redacted]  [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 $58.40.  However, he called July 7, 2014 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 $58.40 would have processed correctly.  By not restarting this account, he was charged only what he owed at that time which was $10.35 plus 3 weeks of delivery he received beyond his expiration date.  That total was $13.91 bringing the total he was charged to $24.26.  
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 handled. She 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 call. If his father would like to continue to receive 7-day delivery, I would like to offer him 2 months free.  His current expiration date is Aug. 8, 2014 and this would extend his subscription to Oct. 8, 2014.  If however, he wishes to revert back to 4-day delivery, the same offer applies: 2 free months.  I just need to know whichever he would like to accept.
 
Thank you. 
[redacted]
[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 $29.53 and was sent to
you on November 16, 2015.  It was check
number [redacted] and according to our system, it was cashed on November 20,
2015.   In addition to this money being
refunded back to you, we will issue you a second refund for the $50.00 that
your bank has charged you.  We also
charged you $30.00 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

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

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Feb. 24, 2016

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 Jan. 18, 2016, with a balance due of $13.45. Accounts with outstanding balances due of more than $10 are sent automatically to a collection agency.
Mr. [redacted] posted an electronic Customer Tracker ticket on Feb. 9; the balance on his account was cleared as customer says he never received a notice from The Times-Dispatch.
Circulation contacted Mr. [redacted] Friday, Feb. 19, because apparently the carrier was not complying with customer's request to stop delivery. Understandably, Mr. [redacted] was getting increasingly frustrated.
Delivery 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 seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers.
Sincerely,
[redacted]

Oct. 16, 2014
 
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 disbursed. Instead, we send two additional
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reminder invoices that the subscription has expired and the balance due. We usually extend delivery about 30 days beyond the expiration date allowing time
for payment to be received in the mail and processed.  
Attached is a copy of an invoice. It clearly states that subscriptions continue until The Times-Dispatch is contacted.  
[redacted] indicated that he moved in July, but his account expired on Aug. 26, 2014. Without knowing of his move, the carrier continued to deliver (and pay for) papers and the system continued to charge [redacted] account.  
The $16.93 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 agency. There will be no negative action to the credit bureaus.
As always, we take all complaints from our customers very seriously. Our business has many moving parts and involves many people. We continue to make every
effort to satisfy all of our customers.
Sincerely,
[redacted]

Nov. 21, 2014
 
Revdex.com Case # [redacted]
Dear Revdex.com:
I shared [redacted]’ complaint with our [redacted] response:
“I regret...

that [redacted] receives the advertising publications produced for our non-subscribers. I found requests for several addresses in our directory in the [redacted] zip code area, but I did not find his address on that list. However, I have
added [redacted], to our directory.
“The [redacted] will check [redacted]’s residence the next few weeks to make certain delivery of the advertising publications has been discontinued. I feel confident this measure will correct the problem.
“We are sorry that [redacted] finds the supplements objectionable. Our advertisers like to reach as many RVA residents as possible through delivery by The Times-Dispatch’s contractors, even to those residents who don’t subscribe to
the newspaper. It’s another way to offer discounts and deals on their products.”
As always, we take all complaints from our customers (and non-customers!) very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. We hope that is the case
with [redacted].
Sincerely,
[redacted]

I talked with the person with the Times Dispatch this morning and he will take care of canceling the paper, thanks for your help

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]