We do apologize for the production issues that could delay the delivery service. We are working diligently to resolve those issues. The Courier-Journal is delivered by our partnership newspaper in Lexington KY, the reason the customer received a couple of [redacted] in...
error. I will contact our partnership newspaper about delivery issues unrelated to our production issues. The rate of $15 the customer talks about is the rate they were on when they subscribed to the Wed through Sunday subscription. The account was upgraded to Daily/Sunday, 7 days service in December 2016. The rate increased to 33.00. In August 2017 there was a rate increase which took them to their current rate. I will be happy to call the customer to work out a better rate.
A call was placed today 10/5/17 to cancel the service on 10/6/17. The 10.59 payment was for the month of October and was posted 10/3/17. The money remaining on the account after the cancellation is 9.82. A refund for this amount is being processed for the customer.
The district manager has contacted Mr. [redacted] concerning his delivery issues. The issues have been resolved and Mr. [redacted] is getting his newspaper delivered again.
[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 [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.
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:
I have reviewed the response made by the business in reference to complaint [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.
Regards,
[redacted]
The carrier has had a substitute delivery person often over the past several months or more. The district manager has spoken to the carrier and the substitute delivery person about the service. He feels the service will improve when the carrier has a substitute. I will credit...
the customers account for 1 month due to delivery issues.
The bill the customer received was charges for services received prior to the cancellation on 2/6/18. The tax charge is a legitimate charge. Subscriptions have been charged tax since 2013.
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to [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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.Please note I have attached the screenshot of the confirmation from my initial online redelivery request on the morning of June 11, 2017, as well as the screenshot of my second online request for redelivery on the evening of June 12, 2017, as it was stated the Courier Journal representative could not find these. Perhaps there is an issue with their online customer service form?I am appreciative of the Courier Journal's prompt response to the Revdex.com in getting this matter resolved in a timely manner.I truly appreciate the Revdex.com and the Revdex.com's help with this situation!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted]
A subscribers monthly rate is for content. Content can be accessed through print edition, smart phone, tablet and computer. When a customer misses the print edition, the delivery fee, the cost to deliver the paper, is credited. For customer satisfaction I will credit the...
I contacted the customer about cancelling his service and the issues he had in contacting someone in the customer service center department. I explained some of the issues with the long wait times in customer service. I also forwarded the complaint to the customer service supervisor to...
look into. The customer did not want to cancel the service, just change the service to Sunday only. The account has been updated to Sunday only.
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
This solution is acceptable with me and thank you very much.
The customers account was stopped on April 7, 2017. The account was sent for refund processing on April 12th for the amount (14.59) remaining on the account when it was stopped. From that date, it's takes 10-14 business days to receive the refund. A 2nd refund (12.61) was submitted April...
15th and received on April 19th for processing. This check should arrive by May 3rd.I contacted the customer via email and explained the process. If the customer doesn't receive the 1st check by April 27th or the 2nd check by May 3rd, I have asked her to contact me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I believe my original rate (W-Sun) was ~$18. When I called to inquire about increasing to daily delivery, I was told by the customer service agent that she had a deal she could give me that would actually *lower* my rate, even though I was increasing the number of days. I accepted the rate. (I probably would *not* have accepted it had I known that I would be charged the full rate.) I should never have let the issue slide for so long, but it just didn't seem worth it to complain, because I figured I wouldn't get anywhere. Then the rate increased again. THEN, I get no papers. I do not recall the last week when I got a paper every day. I don't know if it has *ever* happened. Again, our current regular delivery people are awesome. They always notify their customers when there is an issue, and they work hard to do the right thing. (The previous delivery person was not so great.) The primary problems here are the C-J's production issues, and the fact that I was quoted a much lower rate. To me, it's a total bait-and-switch issue. I have paid ~$300 more than I *should* have paid over the course of the year, and I often don't even get the product for which I have paid.I will be happy to call the C-J to discuss a resolution. Please let me know who I should contact (including their direct extension).
Regards,
[redacted]
[redacted] [redacted]
Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
Ms. [redacted] is correct, her agreed amount for the 4 Sunday papers per week @ 26 weeks is $104.00. This was to be taken out as a onetime payment, which is indicated on her order form where is shows “total paid” $104.00. This was explained at the show. At the end of the special, Ms....
[redacted]’s account will auto-renew for another 26 weeks for $26.00 per subscription(4x $26.00=$104) after the 26 weeks, if Ms. [redacted] chooses to continue the service and she choose ez-pay, then her credit card or bank account would be charge on the 3rd of every. Nowhere on the order form did it say she would be charged $17.32 a month for 6 months. When we tried to process the $104.00, the payment was declined. When the payment was declined the system automatically changed her account to printed bill and her credit card information was deleted.
To remain on the special Ms. [redacted] will have to supply valid payment information for the onetime payment of $104.00.
Attached is Ms. [redacted]’s sign order form with details of the offer.
With regard to the gift card, all customers were told at the show that they would receive an email within a week of their paper starting with instructions on how to redeem their gift card. That email was sent last week. We have checked and Ms. [redacted] was on the email list. The sales manager will have his team resend the email.
Ms. [redacted] stated that she did not get a [redacted] ad Sunday 5/17. The advertisers choose what areas (zip codes) they want their ads in. [redacted] County) was not one of the areas [redacted] purchased.
Customer subscribed to Wed-Sun at 13.00 plus tax per month. Service started 10/30. Charges were for 10/30, 10/31 and the month of November. There is an additional charge (2.40) for the Thanksgiving paper. Total charge for 10/30 thru 11/30 is 17.47. A refund of 12.30 was...
entered 11/6. Customer should have her refund in 7-10 business days.
On December 10th at 9:00am a missed del/credit was posted on the customer account. A credit of .69 was issued on December 10th. The credit amount, is the cost of the delivery fee to deliver the newspaper. I explained this to the customer. I offered more credit for the missed...
paper and 1 free month of service. The customer declined the offer. Service will be cancelled 1/14/18 and refund of 15.91 will be refunded.
We do apologize for the production issues that could delay the delivery service. We are working diligently to resolve those issues. The Courier-Journal is delivered by our partnership newspaper in Lexington KY, the reason the customer received a couple of [redacted] in...
error. I will contact our partnership newspaper about delivery issues unrelated to our production issues. The rate of $15 the customer talks about is the rate they were on when they subscribed to the Wed through Sunday subscription. The account was upgraded to Daily/Sunday, 7 days service in December 2016. The rate increased to 33.00. In August 2017 there was a rate increase which took them to their current rate. I will be happy to call the customer to work out a better rate.
A call was placed today 10/5/17 to cancel the service on 10/6/17. The 10.59 payment was for the month of October and was posted 10/3/17. The money remaining on the account after the cancellation is 9.82. A refund for this amount is being processed for the customer.
The district manager has contacted Mr. [redacted] concerning his delivery issues. The issues have been resolved and Mr. [redacted] is getting his newspaper delivered again.
[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 [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.
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:
I have reviewed the response made by the business in reference to complaint [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.
Regards,
[redacted]
The carrier has had a substitute delivery person often over the past several months or more. The district manager has spoken to the carrier and the substitute delivery person about the service. He feels the service will improve when the carrier has a substitute. I will credit...
the customers account for 1 month due to delivery issues.
The bill the customer received was charges for services received prior to the cancellation on 2/6/18. The tax charge is a legitimate charge. Subscriptions have been charged tax since 2013.
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to [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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.Please note I have attached the screenshot of the confirmation from my initial online redelivery request on the morning of June 11, 2017, as well as the screenshot of my second online request for redelivery on the evening of June 12, 2017, as it was stated the Courier Journal representative could not find these. Perhaps there is an issue with their online customer service form?I am appreciative of the Courier Journal's prompt response to the Revdex.com in getting this matter resolved in a timely manner.I truly appreciate the Revdex.com and the Revdex.com's help with this situation!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted]
A subscribers monthly rate is for content. Content can be accessed through print edition, smart phone, tablet and computer. When a customer misses the print edition, the delivery fee, the cost to deliver the paper, is credited. For customer satisfaction I will credit the...
account 75% of 18.02, which is 13.52.
I contacted the customer about cancelling his service and the issues he had in contacting someone in the customer service center department. I explained some of the issues with the long wait times in customer service. I also forwarded the complaint to the customer service supervisor to...
look into. The customer did not want to cancel the service, just change the service to Sunday only. The account has been updated to Sunday only.
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
This solution is acceptable with me and thank you very much.
The customers account was stopped on April 7, 2017. The account was sent for refund processing on April 12th for the amount (14.59) remaining on the account when it was stopped. From that date, it's takes 10-14 business days to receive the refund. A 2nd refund (12.61) was submitted April...
15th and received on April 19th for processing. This check should arrive by May 3rd.I contacted the customer via email and explained the process. If the customer doesn't receive the 1st check by April 27th or the 2nd check by May 3rd, I have asked her to contact me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I believe my original rate (W-Sun) was ~$18. When I called to inquire about increasing to daily delivery, I was told by the customer service agent that she had a deal she could give me that would actually *lower* my rate, even though I was increasing the number of days. I accepted the rate. (I probably would *not* have accepted it had I known that I would be charged the full rate.) I should never have let the issue slide for so long, but it just didn't seem worth it to complain, because I figured I wouldn't get anywhere. Then the rate increased again. THEN, I get no papers. I do not recall the last week when I got a paper every day. I don't know if it has *ever* happened. Again, our current regular delivery people are awesome. They always notify their customers when there is an issue, and they work hard to do the right thing. (The previous delivery person was not so great.) The primary problems here are the C-J's production issues, and the fact that I was quoted a much lower rate. To me, it's a total bait-and-switch issue. I have paid ~$300 more than I *should* have paid over the course of the year, and I often don't even get the product for which I have paid.I will be happy to call the C-J to discuss a resolution. Please let me know who I should contact (including their direct extension).
Regards,
[redacted]
[redacted] [redacted]
Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
Ms. [redacted] is correct, her agreed amount for the 4 Sunday papers per week @ 26 weeks is $104.00. This was to be taken out as a onetime payment, which is indicated on her order form where is shows “total paid” $104.00. This was explained at the show. At the end of the special, Ms....
[redacted]’s account will auto-renew for another 26 weeks for $26.00 per subscription(4x $26.00=$104) after the 26 weeks, if Ms. [redacted] chooses to continue the service and she choose ez-pay, then her credit card or bank account would be charge on the 3rd of every. Nowhere on the order form did it say she would be charged $17.32 a month for 6 months. When we tried to process the $104.00, the payment was declined. When the payment was declined the system automatically changed her account to printed bill and her credit card information was deleted.
To remain on the special Ms. [redacted] will have to supply valid payment information for the onetime payment of $104.00.
Attached is Ms. [redacted]’s sign order form with details of the offer.
With regard to the gift card, all customers were told at the show that they would receive an email within a week of their paper starting with instructions on how to redeem their gift card. That email was sent last week. We have checked and Ms. [redacted] was on the email list. The sales manager will have his team resend the email.
Ms. [redacted] stated that she did not get a [redacted] ad Sunday 5/17. The advertisers choose what areas (zip codes) they want their ads in. [redacted] County) was not one of the areas [redacted] purchased.
Customer subscribed to Wed-Sun at 13.00 plus tax per month. Service started 10/30. Charges were for 10/30, 10/31 and the month of November. There is an additional charge (2.40) for the Thanksgiving paper. Total charge for 10/30 thru 11/30 is 17.47. A refund of 12.30 was...
entered 11/6. Customer should have her refund in 7-10 business days.
On December 10th at 9:00am a missed del/credit was posted on the customer account. A credit of .69 was issued on December 10th. The credit amount, is the cost of the delivery fee to deliver the newspaper. I explained this to the customer. I offered more credit for the missed...
paper and 1 free month of service. The customer declined the offer. Service will be cancelled 1/14/18 and refund of 15.91 will be refunded.