Kansas City Star

Dear Ms. [redacted],I am happy to report that after following up with the customer today, her delivery has substantially improved since the 18th. She received all of her papers this last week (however, some of them were late). The most important thing that she wanted from this Revdex.com...

complaint was the ability to have a local contact that she trusts to be able to communicate when the issues arise. I assured her that I will be here for her any time she needs to talk. I also explained that we are hiring more people to be available to help with delivery and service complaints locally. Additionally, we are taking our delivery and service issues very seriously. We intend to expand our carrier force and distribution companies to ensure that everyone's delivery over all becomes better suited to our customers needs thus preventing large-scale issues in the future. We are sincerely sorry for any inconvenience caused to Ms. [redacted] and and are happy to aid her in any future issues or inquiries. Thank you for bringing this issue to our attention.Dakota C[redacted]Audience Consumer Advocate###-###-####

Mr. [redacted]I am sorry for this inconvenience. According to my records your Star subscription was canceled on February 5th. I will contact the distribution partner in charge of your delivery and see that they start delivering the Barrons and Wall Street Journal more regularly. Based on your...

complaint, this seem to be an issue that only occurs on Saturday. I will notify the distributor that your Monday - Saturday WSJ subscription is being delivered fine, Monday-Friday but Saturday's need to be verified by the manager in charge of the carrier in your area. I hope this resolves your delivery issues. Please be sure you are contacting the Wall Street Journal and Barrons for missed papers, as they handle their own customer service issues.

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.
  The Kansas City Star did contact me and apologized for the error of sending an e-bill invoice for only a year's subscription vs. my regular subscription for monthly charges.  However, they did not indicate that the billing process in error was actually removed. It was indicated that I would have owed the $15 plus change.  They wrote off the amount of the bill due to all the billing issues and credit card concerns that I had.  So, I have personally accepted the issue closed. 
Regards,
[redacted]

Dear Ms. [redacted],This is a status check in for [redacted]s Revdex.com complaint about delivery. I have called and left voicemails for her on several occasions to check in on her delivery status. So far I have been unable to make direct contact. I have however done the following:1)...

Contacted to finance to credit her account for a months papers ans requested specifically in her Revdex.com Complaint2) Contacted the distribution and Lead District Manager of the Kansas City Star to ensure that the carrier knows to throw a complete, undamaged paper to this residence on Wednesdays and Sundays. The customer has my contact information and I will continue to reach out to her until I am assured that her delivery has improved.Thank you,Dakota C[redacted]Audience Customer Advocate###-###-####

Dear Revdex.com,   Account #400136208 Ms. [redacted]   Thank you for bringing this issue to our attention. We have received the complaint ID 12793408 on 4/16/2018.   We have informed the carrier's supervisor and the distribution supervisor about you not receiving your paper 5 days a...

week. This should be corrected by your next delivery. Your account has been credited for the missed papers.    Sincerely, Tina S [redacted] VIP Agent [redacted]

Mr. [redacted],We have contacted your carrier and the Senior Home Delivery Manager about your late deliveries on Sundays. Satisfactory service is a high priority and we will work to improve our delivery everyday. However, due to extenuating circumstances, we have no solutions to get the Sunday paper to you any earlier at this time. We appreciate your readership.- Additional information to the above: The Senior Home Delivery Manager has contacted the contracted Distributor for your area requesting action and resolution.  The Distributor is in charge of any review or action they take on the carrier for your area.  Contract terms deem the Service Provider is not in violation of the contract they have to Distribute papers but will work on improvement of time management.  Unfortunately, no further response is available at this time, but please be aware we are working around the closck to improve service.  Thank you!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

I am rejecting this response because:the gist of my concerns was not addressed at all.  1) there was no option on the Star's website regarding the Sunday guide/insert. This is an example of their not being in touch with customers as it took numerous phone calls to make this happen.  Their customer service phone line lacks the ability to deal with complaints due to them not having up-to-date info and their communication skills being insufficient.  2) we customers went several days with no paper and were ENTIRELY left in the cold as to knowing why and/or when our subscription would resume.  The Star did not have the decency nor respect to communicate about this lack of service.  Again, the Star refuses to acknowledge and/or aeven address their poor customer service 
and we, I assume, can expect the same service if the Star is not delivered numerous days in a row.  I am sharing this complaint with my neighbors who received the same treatment.   The answer only addressed my history in getting the Star delivery started initially.  iIT DID NOT ADDRESS THE LACK OF DELIVERY IN MY NEIGHBORHOOD FOR NUMEROUS DAYS.  Also I have been informed that the service of having a paper delivered later in the day after missing a morning no longer exists.  We are very disappointed  in the Star and their not responding.   
Martha [redacted]

Dear Ms. [redacted],After inquiring further into this delivery issue I noticed that the complementary Sunday Star was still active in our system. I have stopped the account and contacted the carrier. I will follow up with the customer Monday, May 9, to ensure that this was the only reason why Mr....

[redacted] does not receive another Sunday Star unless they want it. This just looks like a system error and not a carrier issue so I feel comfortable considering this matter closed. I have provided the customer with my contact information in case any other issues arise. Thank you,[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108

Dear Ms. [redacted],Thank you for bringing this matter to my attention.Receiving this complaint I notified the distribution company about this routes carrier issues and requested that Finance adjust Ms. Reeves account for 4 weeks, for the inconvenience. Since June 10, there are no complaints on the...

account. I do encourage the customer to contact me directly if there are any further issues.Thank you,[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108

Dear Ms. [redacted],We have contacted the District Manager about your 4 missed papers and credited your account. We have made several changes in our paper, eliminating, adding and moving sections. Please verify what sections you are missing with Customer Service. You can reach them by calling...

###-###-####. I do see a complaint filed by email on 9-6 for which you were credited and a message was sent directly to the carrier. If you prefer to talk to our Customer Service Representatives instead of utilizing our Automated Phone Line, you can bypass it by hitting zero.

Checked back with subscriber and he is being missed.  He had reported that he was receiving.  I contacted our distributor to make sure this address is thrown every day!I will check back with the subscriber in 1 week.

Mr. Dado, The Star's Delivery Director spoke with the distributor that delivers Mr. [redacted]'s paper. The distributor understands the importance of each our subscribers. Mr. Dado also spoke with Mr. [redacted] in regards to his service issues. Mr. [redacted] confirmed that he has been receiving his...

newspaper the last several days.  The Star will continue to confirm that Mr. [redacted] is satisfied with his delivery and will communicate directly with our distributor to confirm that they deliver to each of our Star subscribers to the customers satisfaction.We will continue to monitor this address. Thank you.Kathy ButtsAudience Development Coordinator

Dear Ms. [redacted],Thank you for bringing this issue to my attention. I will answer this complaint in two parts:1)The account was cancelled due to owed balance and there was a payment in MayUnfortunately, the payment was received the day after the account was stopped. If the payment had been applied...

earlier, the account may not have stopped. However, the payment would have only paid the customer through March because the payments were so behind. Looking though the payments it looks like a few days late every month snowballed and some of the months were shortened due to premium paper editions. I have opted the customer out of those in an effort to prevent this from happening in the future. Also, we bill for 4 weeks, not a month, so that ultimately leads to 13 billing cycles a year, not 12.2) The customer was offered to get the paper Wed-Sunday for 13 weeks only $42.00.  Because of the -$66.29 balance on the account (even after the $26 payment was applied), the customer was probably no longer eligible for the promotion. The card will not be charged. I have waived the owed balance on the account and put 13 weeks of service on the account. This delivery will restart once the payment is processed on Monday, June 27.  It will be for 7 day delivery. Once the 13 weeks is up the customer will receive a paper bill.I apologize for these issues. I encourage the customer to contact me directly in the future if they have any further inquiries. I will do everything to prevent this from happening again. 
[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/[redacted]

Dear Ms. [redacted] After contacting the Mr. [redacted] on February 25, 2016 this matter has now been settled per the customers request. I am deeply sorry for the delivery issues he has endured as for that is not the image the Kansas City Star wants to portray to our subscribers and friends. I...

provided him with my contact information if he had any further questions and concerns in the future.  Thank you,Dakota [redacted]Lead VIP Representative###-###-####

I am rejecting this response because:  service did restart, but problems starting again and I  did not receive the paper again today.

The same complaint I had before, which is not delivering the paper we have to keep calling them. and they keep on saying the same thing and the paper still dose not come, with out calling them. I wonder are these people above the law or reproach. I just called them and they said they acknowledge...

that the fact that we have a problem with the deliver of the paper.What are you going to do to correct this.TranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:quit playing games. And deliver the paper when supposed to.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

I am rejecting this response because:  they are correct the problem cleared up for about 4 days. they did...

contact me several times to check on the issue. now it is the week end and the problem has returned no paper.this is not an issue only with me the star doesn't throw papers for anyone on this ridge on some days. try calling their customer service number . its in the  philipines . and the prompts don"t understand what your saying.the star obviously doesn't care about their patrons and are only interested in selling their product on the internet and wall to wall advertising.  too difficult to do business with. take their paper and stick it.
Regards,
[redacted]

I am rejecting this response because:
The delivery problem has not been corrected by the KC Star.  We were able to get the contact information for the carrier and called them to resolve the delivery issue,  This morning (11/3/2014) we did not get a paper again so we contacted the carrier.  They did not have us on the list to receive a paper this morning even though I paid for 6 months delivery up front.  We also contacted the Star circulation department who said that there is not a permanent carrier for our area.  The gross incompetence and lack of customer service by the KC Star circulation department is unbelievable.  I'm on the verge of cancelling my subscription and writing a letter to the publisher of the Star explaining the reason for cancellation.
Regards,
[redacted]