Jack's Ship Diner

We have spoken to our valued subscriber, and have resolved the complaint to their satisfaction.  The delay in starting their subscription stemmed from a credit card payment failure, and we were unaware that the consumer had provided cash as an alternate payment method at the point of...

sale.   We have since started their Sunday Home Delivery newspaper subscription for this coming Sunday, with the cash amount applied to their account.   The consumer should now begin receiving delivery as of Sunday, September 3.  We sincerely apologize for the delay in starting their home delivery service, and look forward to providing them with their Sunday paper every week. Sincerely, [redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice:     [redacted] We deliver world-class services to Cox Media Group newspapers every day.Cox Conserves. Please consider the environment before printing this e-mail. Contents of this e-mail may be confidential and proprietary. Use discretion when forwarding.

Complaint: [redacted]
I am rejecting this response because: I have received the refund on August 12, 2016 but I have been trying to obtain this refund since May 24th.  The check that I received was dated August 1, 2016 and was  not processed in July as American Statesmen claims.  I can send you a copy of the dated check and my deposit to the bank.  This has been a terrible way to treat a customer of over 10 yrs.  I am absolutely convinced that it was the right thing to cancel my subscription because the news is being printed out of town and so is old news when I received it, the delivery service was extremely full of problems for the last 6 months and I would start my day angry over a stupid newsletter and the price for a subscription is outrageous.  Then all this business with trying to cancel and getting the runaround for the refund when I shouldn't have been billed in the first place.  I paid the invoice the next day and then waited 3 mos. to get the refund.  I would never recommend this company again.
Regards,
[redacted]

Our Distribution Management Team has implemented a quality control measure to have this consumer's address physically audited following the completion of the delivery route for these advertising materials.  This will help ensure that the unwanted circulars do not get delivered to the...

consumer.  This process will be implemented immediately.  We have reached out to the consumer to notify them of this process change and improvement.    We sincerely apologize for the inadvertent recurrence of these unwanted deliveries, and will continue working to ensure that these deliveries cease.     Very Kind Regards,   [redacted] Resolution Specialist – Remote Agent, Tier 2 Newspaper Shared Services Atlanta | Austin | Dayton | Palm Beach Office:     [redacted]
[redacted] We deliver world-class services to Cox Media Group newspapers every day. Cox Conserves. Please consider the environment before printing this e-mail. Contents of this e-mail may be confidential and proprietary. Use discretion when forwarding. Tell us why here...

Mr. [redacted],My name is [redacted] I am the customer service supervisor. I apologize for any inconvenience this has caused you. A notification of premium day charges and the dates are on page A2 of every newspaper to give our subscribers advanced notice. The paper includes special content (like the...

Travel magazine ) on specific days which we are happy to bring to our customers for a nominal charge. We are striving to provide in-depth, quality content for our subscribers and dig deep into the most popular topics and types of content. We believe the additional content is well worth the small additional charge. I have reviewed your account and have issued credit for the premium fees. Your expiration date is 9/17/17. I have also shared your feedback with our upper management team. Please let me know if you have any additional questions or concerns. Thank you for being a valued customer, we appreciate your business.

Thank you for contacting The Austin American Statesman. We truly apologize for the frustrations this has caused the consumer. We have requested the past 3 months of payments to be refunded back to the credit card on file. This process may take 7-10 business days. Thank you again,[redacted]

I have tried to reach the consumer via phone, but was unable to leave a voice mail message (mail box full).  I did email the consumer to confirm that the only payment charged to his account following his August 19th cancellation request was on September 16th, for $38.49.  This payment was...

disputed by the consumer through their financial institution, and was subsequently reversed.  We also refunded the consumer’s August 16th payment of $38.49, which was completed on 10/12/17.  We hope that this resolution meets with the consumer’s satisfaction.Kind Regards,[redacted]

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]

Hi,My name is [redacted], I am the customer service supervisor. I apologize for any inconvenience this issue may have caused you. Our advertisers market and opt in certain zip codes to receive this free publication. Per your request, delivery of the Ahora Si has been suspended for your address, and...

you will not receive additional papers going forward. Thank you for your feedback. I have conveyed your feedback to upper management as well as the distribution team. Please let me know if you have any additional questions or concerns. Have  a great day.

Thank you for the information regarding this complaint.  Upon reviewing the account history, it appears that there was some miscommunication that occurred on 4/26/15.  One of our agents had discussed this matter over the phone with our valued subscriber, and entered a note onto the account...

that indicated that the subscriber would discuss the matter with their spouse, and have her get back in touch with us.  The account was not stopped at that time because of this.  We sincerely apologize for any miscommunications that may have taken place.We have since removed all past due amounts that had been reflected on the account, due to the account not being stopped on 4/25.  There is currently a zero balance on the subscription account, and the subscriber may disregard the Final Balance notice referenced in this complaint.  There is no monies due on their stopped account as of 7/29/15.  We have also placed them on a DoNotCall listing, as well as a NoSolicitations listing, to eliminate any future solicitation attempts for renewal of their subscription.  We hope that this fully resolves the matter for our customer, but would be happy to address any further questions or concerns they may have.Sincerely,[redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared Services[redacted]office:     [redacted]fax:          [redacted]

Complaint: [redacted]
I am rejecting this response because: There are several unresolved issues concerning delivery of my paper, including late deliveries, missed days, location of the paper, and non-action on a hold delivery request. I am sending this information to the representative that responded.
Regards,
[redacted]

We have reached out to our valued customer, and have asked them to contact us directly to discuss and resolve this matter.  We will issue a one-time credit on the subscriber's account, extending the subscription period by the amount requested of $13.56.  We hope that this is an acceptable...

resolution for our subscriber, and will follow up with them to answer any questions they may have regarding the vacation stop policies.When a delivery stop, or vacation hold is requested to stop the delivery of the printed paper to a household, the subscriber's access to the premium digital content remains activated, thus providing the consumer with access to the digital ePaper, which is a digital replica of the newspaper, available 24 hours per day, 7 days a week.  There is a notification on all of the subscription renewal notices that are sent to our subscriber's, stating: "Please note that expiration dates are not adjusted for voluntary service stops. Don't forget - digital access is available to you 24/7 while you're away as long as your account is current."We sincerely apologize for any confusion or miscommunication, and value the loyal readership and support of the Statesman from our subscriber!Very Kind Regards,[redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice:     512.445.3755fax:          512.445.3769[redacted] We deliver world-class services to Cox Media Group newspapers every day. Cox Conserves. Please consider the environment before printing this e-mail.  Contents of this e-mail may be confidential and proprietary. Use discretion when forwarding.?

We sincerely apologize for the frustration and inconvenience that our subscriber experienced.  Our records indicate that the refund check, [redacted] was mailed out on 10/2/15, and was received and cashed during the week ending 10/17/15.

We have reached out to the consumer via voice mail, and expressed our sincere apologies for the inconvenience and frustration that they have encountered as a result of the delivery errors that have been made at their residence.  We have communicated the delivery issues to our Distribution...

Management Team, and will work quickly to ensure the delivery personnel correct and resolve the errant deliveries as quickly as possible.  We have left direct contact information for the consumer with which to follow up, should they wish to speak further. Very Kind Regards,[redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beach[redacted]We deliver world-class services to Cox Media Group newspapers every day. Cox Conserves. Please consider the environment before printing this e-mail.  Contents of this e-mail may be confidential and proprietary. Use discretion when forwarding.

Thank you for reaching out to us. I have reviewed your account and it appears that the last delivery complaint was issued on 3/6/18. I hope that your service has improved since. The company has been going through several changes, many of which have been announced. We hope to continue to work with the carriers and significantly improve service during this transition. Our online E paper is always available to read the current and previous day's edition 24 hours a day. We thank you for your continued business and patience while we work to resolve this issue. Have a great day.

We have spoken with our valued subscriber, and have agreed to refund the last 3 months payments that were made to her subscription account.  We've explained that all of the terms and conditions of the sale were printed on the Sales Receipt that was signed, as well as contained in the email...

confirmation that was transmitted to the subscriber.  They outline that the terms of the offer indicate that it will be an automatic payment renewal plan, but this was not clearly communicated by the sales agent at the point of sale.  We will be following up with the agents to ensure that these terms and conditions are clearly communicated, to match the printed terms and conditions that our subscribers receive, to eliminate any possibility of confusion.The refund amount that will be credited back to the consumer's credit card will be $68.97, as the $20.45 indicated in the complaint was a remaining portion of the consumer's most recent payment, therefore not an additional amount, but part of the $68.97.  We sincerely apologize for any miscommunication or misunderstanding, and would welcome the consumer to subscribe in the future.Kind Regards,
[redacted]
Resolution Specialist – Remote Agent, Tier 2
Newspaper Shared Services
Atlanta | Austin | Dayton | Palm Beach
office:     [redacted]
fax:          [redacted]
We deliver world-class services to Cox Media Group newspapers every day.
Cox Conserves. Please consider the environment before printing this e-mail.
Contents of this e-mail may be confidential and proprietary. Use discretion when forwarding.

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]

Mrs. [redacted],My name is [redacted], I am the customer service supervisor. I sincerely apologize for the inconvenience that you have experienced in an attempt to resolve this issue. I will pull the call recordings and offer any necessary coaching to the agents involved. I am reviewing your account and...

a refund has been issued for $49.98. These funds should be available to you now. I am reaching out to our finance team to process the additional refund. Please allow 3 - 5 business days for the additional funds to be available. Please let me know if you have any additional questions or concerns. Have a great day.

We have reached out to the consumer via voice mail, and expressed our apologies for the frustration and inconvenience they've experienced with this issue.  We value our subscribers and will happily provide a 4 week service credit to the consumer's subscription in order to resolve this complaint...

to their satisfaction.   We sincerely appreciate the consumer's readership and support of the Statesman. Very Kind Regards, [redacted]Resolution Specialist – Remote Agent, Tier 2Newspaper Shared ServicesAtlanta | Austin | Dayton | Palm Beachoffice:     [redacted]

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.
Thanks,
[redacted]

We deeply apologize for the negative experience the consumer had with this newspaper subscription process.  Our Kiosk Sales Manager has been notified of the subscription/Sign-Up issues that the consumer encountered.  They will work to correct any deficiencies in the process, and...

implement any corrective action or disciplinary steps necessary.  We want to ensure all procedures are followed to ensure customer satisfaction throughout the solicitation phase of becoming a subscriber to our newspaper.  We strive for all new subscribers to have a positive experience, and to enjoy the products and service they receive from the Statesman, with the goal of forging a long relationship.  We sincerely apologize for the events that took place for this consumer, and have issued a full refund of the monies paid for this subscription.  A refund of $27.99 was processed on 9/18/15, to the credit card used during sign-up.  We have reached out to the consumer, and left a voice mail message on the daytime telephone provided in this filing, offering to discuss any concerns they may still have pertaining to this complaint.  It is our hope that our resolutions will satisfy the requests of this complaint for the consumer.