News & Record

Hello,
The customer received a call today from our Home Delivery Operations Manager to re-address the ongoing delivery issues regarding placement
In the future, please direct concerns to Subscriber Services at *** so that the customer's account may be accurately updated
We have updated the consumer's account to notate the ongoing placement issues and customer service managers have been alerted accordingly
As communicated today, the HD Ops Manager is working to resolve and we appreciate your patience
Regards,
Consumer Marketing

Hello,
We apologize for the delivery issues experienced by Mr*** ***
First, we would like to thank Mr*** for his readership to the News & Record and his patience as we work to resolve his delivery issues
Second, we are posting a two-week courtesy credit to his account
for the issues he has experienced to-date
As a friendly reminder, our Subscriber Services number is *** -- in the event Mr*** has additional subscription questionsCalls made to other numbers for subscription inquiries may result in processing delays
Again, thank you for your patience as we we work to resolve the delivery concerns
Regards,
Consumer Marketing

A refund in the amount of $was mailed to this consumer on which should satisfy this complaint

Initial Business Response /* (1000, 13, 2016/02/08) */
Hello,
We apologize for the delivery issues experienced by Mr***
We sincerely appreciate his patience in this matter
We are validating that our records indicate the delivery of the WSJ and NYT to his address and working with the
field operations team to improve his service
For clarification purposes, all N&R delivery issues may be addressed to ***, including WSJ and NYT complaints for missed and/or wet papersHowever, for vacation stops and credits to NYT and WSJ accounts, customers must call those publications directly as we are not authorized to handle that functionality for these partners
Again, we thank you for your patience and we apologize for the lack of service experienced
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (3000, 15, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I have not received the above note from the N&R nor have they offered me any compensation for the cost of replacing the many papers I had to purchase over the course of 4-months
Final Business Response /* (4000, 17, 2016/02/11) */
Hello,
Thank you for your patience as we work to resolve your delivery issuesOur goal is to provide excellent service and it appears that we did not achieve that goal with Mr***'s account
The respective members of the operations team responsible for delivery to Mr***'s home have been alerted of the ongoing delivery issues and they are working to resolve those issues
To receive a redelivery of N&R, WSJ and NYT, please contact Subscriber Services before 9am: ***
To receive credit for missed delivery of N&R, please contact Subscriber Services for proper credit(s): ***Calls placed to other numbers may not result in the application of full credits and/or restricts our ability to address the operational issues experiencedOur records indicate that proper credits for missed deliveries of N&R have been applied to Mr***'s account and no additional credits are due at this time
To help resolve this matter, we are applying a 30-day N&R credit to Mr***'s account and that should process within hours
As previously noted, to receive credit for missed delivery of WSJ and NYT, please contact those partners directly
Again, we thank you for your patience as we work to resolve the ongoing delivery issues
Regards,
Consumer Marketing

dear sirs,
I would like to bring this to your attention againthese newspaper people have not followed through with what they told me lastI have mailed them my newspaper subscription money when the bill is due, that is for the Greensboro , and the eden daily news papersthey said that I would get week creditI have not received this yetI have mailed my bill for both papers back with a note inside why I am not getting my creditsthey just do not respond I do not know what kind of operation they are runningthey do not do what they say they are going to do they just tell you what you want to hearthey lie to youI am fed up with the way they treat their customersthey are running a businessthey should know what to dothey should have given me my creditsI have not seen anysomething needs to done about the people who work for these news paper companiesthank you
*** ***

Hello,Thank you for bringing this concern to our attention.We contacted the subscriber and resolved.Again, thank you for your patience. Consumer Markteting

Just close the complaint and be done with itAs I have already stated, we do not even live at the original address anymore, so the whole thing is a moot point nowI am no longer interested in pursuing this

We have alerted our delivery partner who is responsible for this delivery, *** *** ***. We expect a resolution within hours. I will be contacting the subscriber and providing my direct contact information should they have any further issues. Tommie M***Regional
Circulation Director

Hello,Thank you for bringing this concern to our attention. We contacted the subscriber and resolved.Again, thank you for your patience. Consumer Marketing

(The consumer indicated he/she ACCEPTED the response from the business.)
So far, on Feb 11, 12, and 13, (three days after filing the Revdex.com complaint), my mother did start receiving a paper in the tube againOn Sunday, Feb 14, 2016, however, she did *not* receive a paper in the tube and it was simply tossed out near the highway again, even though the weather was fineOn Monday and Tuesday, Feb and 16, 2016, she also did not receive a paper in the tube, but that was after another big snow storm, so we can understand and forgive that, and though she did not receive a paper *at all* on Feb 15, that day's paper was delivered the next day on Feb 16, along with the Feb paperAnd today, Feb 17, 2016, she did receive a paper in the tube againWhile this is not perfect yet, it is indeed a good start, and is much better service than she had been receiving prior to this, both from a delivery standpoint and from a customer service standpointIf the service remains consistent from now on and does not become lax again like it has in the past, then this is a good resolutionThank you for your time and effort at finally getting this situation resolved, hopefully for good

This consumer has moved to an area in which daily home delivery of the newspaper is no longer available. A refund for the balance remaining on the account is being processed and sent to the consumer

Hello,We apologize for the issues the customer has experienced regarding delivery and billing. Yes, it's company policy to retrieve a copy of the receipt in order to reconcile the customer's account.As a courtesy, we have applied a $12 credit to the customer's account. It will be reflected on...

the account as of Saturday April 1.We have re-activated the account for delivery (on Sundays).  The first delivery should begin on Sunday April 2, 2017.Additional inquiries may be directed to Subscriber Services at [redacted] Thank you for your patience,Consumer Marketing

(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept this decision until I receive my refund and a written statement from the News and Record Manager. I want something in writing from the manager of News and Record indicating that I will be refunded as well as an explanation as to why I have not received a response from my email that I sent on 11/30/2016 and a response on why I did not receive a call back from the supervisor.

Initial Business Response /* (1000, 5, 2016/04/25) */
Hello,
We apologize for the delay in processing your refund.
After researching the account, we identified the error and are working with accounts payable to process this check this week. Please allow 5-7 days to resolve this...

error.
Again, our apologies.
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (3000, 7, 2016/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After 10 weeks, I finally received my check today in the mail (May 2). No apology was ever sent to me by mail or email or phone call. The only apology I saw was on your site.
Final Consumer Response /* (2000, 8, 2016/05/03) */

Initial Business Response /* (1000, 19, 2016/01/15) */
From: A[redacted], Leticia
Sent: Thursday, January 14, 2016 5:17 PM
To: [redacted]
Subject: Case #[redacted]

Hello Ms. [redacted],

We received correspondence from [redacted] on 01/13/2016 for Case #[redacted] ([redacted]...

[redacted]).

Ms. [redacted]'s account number with The News & Record is [redacted].

Our records indicate that Ms. [redacted] initiated a home delivery subscription in January of 2015, with automatic monthly debits to her credit card. The account does not reflect any missed deliveries and/or complaints about service.

The account reflects a request to stop delivery in November of 2015 and the account was stopped, per the customer's request. The November charges were credited back to the card on file.

At this time, our records do not indicate any additional credits due to Ms. [redacted].

Regards,

Letty A[redacted]
Regional Sales, Marketing & Retention Manager
BH Media North Carolina

Hello,
We apologize for the inconsistent and untimely delivery.
We are working diligently to address the late papers and our operations team is working with the contractor(s) to resolve. We appreciate your patience.
Our internal teams are processing credits to your account for missed...

papers as you have noted and your account will reflect the credits in a few days. Please standby for their call, should they have more questions.
Thank you very much for your patience as we work to resolve the issues you outlined.
Warm regards,
Consumer Marketing

Hello,Thank you for bringing this concern to our attention.We contacted the subscriber and resolved.Again, thank you for your patience.Regards,Consumer Marketing

(The consumer indicated he/she ACCEPTED the response from the business.)
I will take the two weeks credited, but I have a
NEW complaint.
On Wednesday January 13,2016 I received
my daily news paper . About an hour later the carrier Mrs. [redacted] delivered the Clipper paper, she passed my house, everyone else got one, but I did not. What is the reason for this. I called the Greensboro office wed. 1-13-2016 around 10am spoke to Charmaine. She said she would take care of it . and today Thursday January 14,2016 no clipper.
Wed. 1-13-2016 at 11:49 am I emailed this complaint also.

In addition,I would like to add that supervisor Brandon never returned my call yesterday or followed up with me in regards to my issue. I think this shows the lack of customer service from News and Record and I'm really dissatisfied.

Initial Business Response /* (1000, 6, 2016/08/29) */
Hello,
Please accept our apologies for the delay in stopping delivery of The Clipper.
We will confirm this takes place within a few days.
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (3000, 8, 2016/08/30) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
Have been assured 4 times before that it would stop. New and Records' word is no good. I'll be satisfied when it actually stops.
Additionally, I do think they can do more to prevent other consumers from being hassled by this garbage publication.