Kansas City Star

This is the second complaint in as many months due to repeated delivery failures of the Kansas City Star - not just...

once - but several days missed in the same week and failure to deliver it late even after I call to tell them they missed it. Here is the latest: Tuesday 12/15 – no paper. Wednesday 12/16 – no paper, I called and asked for delivery of Tuesday and Wednesday, but neither were delivered. Thursday 12/17 – no paper, I called for delivery of the last three days, none were delivered. Friday 12/18 – paper was delivered, but none of the back deliveries that I called twice about. Saturday 12/19 – no paper, called the automated line, went through the motions to let it know that it was more than just today, was told it has been “escalated”, but never actually said my paper would be delivered today, tried to speak to a real live person, but the phones aren’t staffed on Saturdays. Sunday 12/20 - received the paper, but again, none of the 4 missing papers from the past week. Called the Star (which I now have saved to my contacts on my phone) and spoke to a person requesting my missed papers be delivered today. That was 8:00 a.m. As of 9:35 a.m. the missing papers have not arrived.TranslateDesired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:I have been credited one month from my previous complaint. Being as there has been no improvement, in fact it's worse, I am requesting 11 more months of free paper and delivery. I don't enjoy calling the Star daily for my undelivered paper, and I don't enjoy filing Revdex.com complaints, and I'd really rather spend my time doing other things. But if I don't follow through with this then the Star gets away with not providing the service they are paid for and providing horrible customer service.

This phone number was added to our company-specific Do Not Call list, on 10/2/2015, per the customer's request.

Thanks to your help this was taken care of very quickly     Thank you      [redacted]

I am rejecting this response because: THEY HAVE STILL NOT CORRECTED THE PROBLEM AND WON'T RESPOND TO MY PHONE CALLS

Our Finance Representative, Tina [redacted], contacted the subscriber on December 30th, 2015, and emailed her a copy of her statement.  We sincerely apologize for the attempts the subscriber made to get her statement.  The subscriber can contact Tina [redacted] at ###-###-####, or Phyllis...

[redacted] at ###-###-####, directly, should she have further requests.Thank you,The Kansas City Star Customer Service Department

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 KC Star ultimately contacted me and both provided a credit and investigated the service issues. 
Regards,
[redacted]

[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:
Someone from the KC Star has finally been in touch with me, it bothers me that it took me 4 months and so much effort to even get them to respond.Thank you for your help.
[redacted]

After speaking with the distributor, zone manager and delivery director, Jeanie S[redacted] spoke with the customer on 2 different days to verify they are indeed receiving their Star daily. The customer states yes they are receiving it. We will continue to monitor the address and verify that they are...

satisfied with their delivery. The Star has spoken with the distributor to relay that each subscriber matters and be sure to satisfy the customer. RegardsKathy ButtsAudience Development Coordinator

Dear Ms. [redacted],Thank you for bringing this matter to my attention. Upon further investigation it looks as though this matter has already been handled outside of the Revdex.com. Because of our 13 week billing cycle the customers account was always on the verge of expiration- thus prompting the bills. [redacted]...

[redacted], the VP of Audience, extended the customers account for 4 weeks to get them paid more in advance and one of my coworkers in Retention lowered the customers rates back to what they were originally, on May 4, 2016. In the future, I do encourage the customer to reach out to me if they are having issues. It is my job to know about many different facets of our company. If I can not personally help with the issue, I make sure someone that can, does. [redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/[redacted]

Mr. [redacted],I am so disappointed this has not been corrected.  I've asked the carrier currently delivering this area to contact you directly for directional information to ensure he is delivering to the correct address.Sincerely,[redacted]Audience Distribution and Delivery Director

Mr. [redacted] reports good service the past week or so.  Had a nice talk and he will call if he has any more problems!Jeanie

I have had no luck contacting subscriber.  Their phone is not working.    Unfortunately they have stopped delivery.I have sent them an email with my name and phone number if in the future they would give us another chance and assurance that I will work with them until they are...

satisfied!

Dear Ms. [redacted]I am sorry that you had some issues with your delivery. We did take over the distribution center in your area about two weeks ago and sent an email from our Vice President to the email you have on file explaining the situation. This was not something we planned but know that it will...

improve our service over-all. We contracted a carrier directly to the Star for your route as of June 27, 2016. You should not have any further drastic issues. If you have any further inquiries, I encourage you to contact me directly. My contact information is listed below. I have credited your account for 4 weeks as a gesture of good faith. I hope this will help ease any frustration you have fealt. We appreciate your readership.
[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108
[redacted]
[redacted]
[redacted]

[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 11510900, and find that this resolution is satisfactory to me, but only
IF THE DELIVERY OF THE PAPER CONTINUES.  I reserve the right to file additional complaints with the Revdex.com OR OTHER ORGANIZATIONS if the delivery reverts back to the poor performance it was.
Regards,
[redacted]

Thank you for your recent email regarding your online subscription.  I apologize for the issues you have experienced.   The Finance Department has just received this information regarding a refund, via this complaint.   I am sorry to say we are not finding any previous...

requests. But can assure you it will be taken care of immediately.   We will be requesting a refund in the amount 64.48 from our Corporate office.  If we can be of further service. Please do not hesitiate to contact us.  Thank you,  Rai H[redacted], The Kansas CIty Star, Finance Department.

[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 12244037, and find that this resolution is satisfactory to me.
Regards,
[redacted]

The Kansas City Star appears to have corrected the problem with the paper being delivered yesterday 3/20.  I got a call from Dakota at the Star as soon as they got the message from Revdex.com.  She gave me her direct line and called yesterday to confirm that the paper had been delivered....

 She did a very good job.  With that being said, I do not believe that without the contact from Revdex.com, I wouldn't gotten the matter resolved. Thank you very much for you assistance.

I accept their response with a caveat. It seems as Ms. [redacted] is denying that this has happened previously. Also they never answered my question as to why when I called the 1-877 customer service number and wrote a hard copy letter to CEO [redacted] I never was responded to until filing complaint with The Revdex.com. On the previous eight occasions the Customer Service Dept. did not send out a newspaper on those days. I want to thank you, the Revdex.com for getting a response for me so quickly.

Mr. [redacted],We still never received the voucher from Groupon. Instead, we started the account and credited it for the 26 weeks. I would recommend requesting that your voucher purchased through Groupon be refunded. We started your account on November 24th so the 26 week payment we applied to the account will pay you through May 25th. Please accept this free 26 weeks of subscription as an apology for the issues with the account.

Our delivery services manager, [redacted], spoke to the subscriber on May 15th, at that time the subscriber had received their paper.  Should the subscriber continue to have issues he can contact Mr. [redacted] directly at r[redacted]@kcstar.com. Our sincere apologies for the delivery issues.Thank...

you,The Kansas City Star Customer Service Department