News & Record

the newspaper people still will not give me my 2 weeks credit like they have agreed to. today sept. I haven't received my papers today and it is 10:42 am sept 24 2016.

We have sent a follow up notice to the delivery person in your area to address the inconsistencies of delivery.  I have attempted to contact the customer today, but was unable to reach them.  My cell phone number is [redacted].  If service problems persist following the actions I have taken today, please contact me directly.

Initial Business Response /* (1000, 8, 2016/01/21) */
Hello,
We apologize for the delivery issues experienced by Ms. [redacted].
First, we would like to thank Ms. [redacted] for her readership to the News & Record and her patience as we address her delivery issue.
Second, we are posting a two-week...

courtesy credit to her account for the issues experienced to-date.
We confirmed today that delivery is properly routed to the address on this complaint. Also, we notified the district manager in the area to validate that Ms. [redacted]'s address is on the daily delivery sheets.
Again, we thank you for your patience as we work to resolve this delivery concern. Should additional questions arise, please contact [redacted] As a friendly reminder, calls placed to other numbers may delay processing requests.
Regards,
Consumer Marketing

(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has changed and I can't get anyone from the N&R to respond or talk to.
My papers are still very late and the delivery time is hours off from what they told me was their customer guaranteed delivery time.
Other than calling every day to report a non-delivery when I leave for work (although paper may be delivered hours later) and get a credit there doesn't seem to be anything that I can do and it is apparent that the N&R is not concerned. If they were concerned, then someone (anyone) would be reaching out to me to discuss and try to resolve. It appears the only thing that they can say is "Sorry we are working on it".

Initial Business Response /* (1000, 6, 2016/12/14) */
Hello,
We apologize for the unsatisfactory service. It is upsetting to find out that delivery of the newspaper was never started.
We have confirmed that the account is stopped and we are clearing any balances on the account. Please...

disregard any invoices you may receive.
We will remove the phone number from our calling records.
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (2000, 8, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello, We apologize for any confusion on this matter. Subscriber invoices are accurate as of the date on the invoice.  As noted on all invoices and on our terms of disclosure (www.greensboro.com/subscriberterms), all subscriptions are subject to a $2.95 activation fee, $1.00 monthly...

magazine surcharge and $2.00 Thanksgiving premium fee.  These fees result in shorter subscription terms. Our front desk assistant is making contact with the consumer today to explain the above.  At this point, we can offer 3 months credit for the monthly magazine surcharges, but not for other copies served. Again, thank you for your patience. Regards,Consumer Marketing

Hello,
We apologize for the delivery issues experienced by Ms. [redacted].
First, we would like to thank Ms. [redacted] for her readership to the News & Record and her patience as we work to resolve her delivery issues.
Second, we are posting a two-week courtesy credit to her account...

for the issues she has experienced to-date.
We have notified our Subscriber Services team as it appears they provided inaccurate information regarding re-delivery to Eden, NC as those services are not available in that area.
Again, thank you for your patience as we work to resolve the delivery concerns.
Regards,
Consumer Marketing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.    I anticipate that the error on the part of the News and Record will not show up on my credit report.   Should it have an adverse affect on my credit I will refine the complaint

8.5.2017 Customer contacted via phone.  Customer is happy with the service now and paper is delivered as ordered. Tommie M[redacted]Regional Circulation Director

Service problems have been addressed and the customer reports in a phone conversation on 8.5.2017 that everything is now fine and there are no delivery issues.

As stated in the previous response, I submitted the request for the refund.  His account now reflects that the refund is in process and he should be receiving it very soon. Sincerely,Tommie A. M[redacted]

Hello, We apologize for the lack of service you have experienced. Our records indicate that the subscription account is 'stopped.'  We will notify the contractor to stop delivery too. Thank you for your patience.Consumer Marketing

(The consumer indicated he/she ACCEPTED the response from the business.)
The newspaper has been coming to the tube pretty regularly and consistently for the past week or so, so we will once again accept the resolution, for now.
However, I just want to explain that the reason that I had reopened the Revdex.com complaint again, rather than trying to deal with the issue by directly interacting with the News and Record, is because it had already been proven that the News and Record apparently was not doing anything at all to resolve our issue, despite the multitude of complaints that my mother and I had already made to them over the months prior to the original Revdex.com complaint, UNTIL we filed the complaint with the Revdex.com. After that complaint was made to the Revdex.com, however, the situation was resolved lightning fast, by comparison. It remains to be seen if dealing with the News and Record directly will address any future issues of this nature in a similarly timely manner.
Yes, we will try dealing directly with the News and Record again, for now, rather than going through the Revdex.com, but I just have to say that my confidence in the customer service department of the News and Record has been severely eroded by this experience. To repeat, the only time anything positive was accomplished was only AFTER we got the Revdex.com involved.
However, if this issue reoccurs in the future, even though we will initially try to resolve it by dealing directly with the News and Record, we will NOT be wasting another full three or four months futilely trying to deal with their customer service department as we have done in the past. If the News and Record proves again to be as seemingly ineffectual as they were during the previous incidents, I WILL be filing another complaint with the Revdex.com again.

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

Initial Business Response /* (1000, 8, 2016/01/21) */
Hello,
We apologize for the customer's confusion regarding a refund request.
The News & Record processed a subscription refund on the subscriber's account when home delivery service was cancelled, in the amount of $130.62, and in...

compliance with our 30-day refund policy.
The customer's bank rejected the deposit of the check as noted in the complaint.
After the check was processed and mailed, we received a special request to cancel the original refund and re-issue the funds to [redacted]. Of course, the special request takes additional time and we appreciate your patience.
We have confirmed that a check (#[redacted]) in the amount of $130.62 was re-issued and mailed to [redacted] at [redacted] as of 01/13/2016. We kindly ask that mail time is considered when seeking receipt of the refund.
For clarification, it was never the intention of The News & Record to "rob an elderly woman" as it seems the confusion rests with the special request and the time allocated for its processing.
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (2000, 10, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:We did get the paper on 8/20, BUT the paid through date is still messed up.  We got a...

postcard on 8/21 saying our payment is overdue.  We are paid up through 11/12 and the paper was supposed to correct the accounting records.  They had credited our payment for the News & Record to the Wall Street Journal account. WE ARE NOT A HAPPY CUSTOMER as they stated [redacted]

Our records do not indicate a request for a refund until April 1, 2018.  A refund has been processed and appears to have been mailed on April 11.  If that is not received soon, please let us know. With kindest regards,Tommie A. M[redacted]

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

Initial Business Response /* (1000, 9, 2015/11/02) */
From: S[redacted], Cathy (mailto:[redacted])
Sent: Friday, October 30, 2015 5:53 PM
To: '[redacted]'
Subject: RE: Revdex.com Complaint: Case # [redacted]
I called Ms. [redacted] about her refund. I will have a check...

cut on Monday for Ms. [redacted] giving her full refund. She was very happy about that. The refund amount is $29.21. I gave her my direct phone number if she needed to talk with me for any reason. Account resolved.
Initial Consumer Rebuttal /* (2000, 11, 2015/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was called on Friday, October 30th and told that a full refund check would be cut on Monday and I would receive it no later than Thursday. I waited to respond to the Revdex.com until I actually received my check. The check was dated November4 (Wednesday ) so no, I did not receive it on Thursday but on Saturday. At least I have been refunded in full thanks to the Revdex.com stepping in. Thank you for resolving this. I don't think it would have been done without you.

Initial Business Response /* (1000, 6, 2016/02/04) */
Hello,
We apologize for the delivery issues experienced by Ms. [redacted].
We sincerely appreciate her patience in this matter.
We are posting the $3.88 to Ms. [redacted]'s credit card/debit card on file today and ask for 72 hours before...

it's reflected on the card. should additional questions arise, please contact [redacted] as her account is updated to reflect the refund.
Again, thank you and we apologize for the lack of service experienced.
Regards,
Consumer Marketing