News & Record

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.I was glad to hear from the News and Record today. I told Tommie that I had given up on getting the problem fixed and had not renewed my subscription. I will let her know how the service is during the next two weeks, and decide whether or not to renew at that time.  Thank you, [redacted]

We will be refunding the full balance disputed.

We are working with the delivery person to correct the service problems.  I have spoken personally to the customer today.  We are crediting her account an additional 2 weeks while I work to correct the delivery problems.  The subscriber will let me know over the next days, how the...

carrier's delivery service is going.  If the carrier does not improve, we will terminate our relationship with the carrier and secure a new delivery partner. Tommie M[redacted]Regional Circulation Director.

There have been no delivery service complaints filed on this account since January 6 of 2017.  Mr. [redacted] continues to subscribe to the newspaper.  We have left several messages in follow-up with Mr. [redacted] to insure that the service is meeting his expectations and have not had any calls returned.

Initial Business Response /* (1000, 7, 2016/06/01) */
Hello,
We apologize for the lack of service experienced by Ms. [redacted].
The operations team is aware of the request made by Ms. [redacted].
We ask for your patience as we remedy this situation.
As a courtesy, we have applied a 2-week credit...

to the account for the inconvenience experienced to-date.
If additional questions arise, please contact Subscriber Services at [redacted].
Regards
Consumer Marketing

I am rejecting this response because:
My mother (who was the one who had the subscription with the News and Record) and I no longer even live at the original address anymore, and newspaper delivery was cancelled at least a month or two ago, meaning that the entire situation is now a moot point. But, no, up until the point at which we moved away, newspaper delivery was indeed still incredibly inconsistent. In any case, the fact that they're trying to contact us about this, many months later, just shows how little the News and Record pays attention to or cares about this sort of thing.

We are terribly sorry for the misunderstanding.  The sales person is expected to fully inform a consumer when establishing a new subscription.  In this case, it is apparent that the sales person failed to fully communicate the terms of the order.  Our company continues subscriptions...

in good faith for a short period.  Generally, subscribers appreciate that period which permits time for the payment to be remitted.The balance will be promptly cleared.  With kindest regards,Tommie Anne M[redacted] Regional Circulation Director

Initial Business Response /* (1000, 7, 2015/09/09) */
Refund in the amount of $22.73 was processed today (9/9/15). The refund check will be mailed to Mr. [redacted] and he should receive it in 7-10 business days.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/10) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

I am terribly sorry that the process to receive your newspaper delivery when the regular carrier failed to deliver it did not result in complete satisfaction.  I will have our accounting department issue you a credit for the missed delivery and an additional week of credit to your account for...

the aggravation.  In the future, should you missed a delivery; feel free to contact me directly on my cell phone at [redacted].

Initial Business Response /* (1000, 15, 2016/01/15) */
From: A[redacted], Leticia
Sent: Thursday, January 14, 2016 5:50 PM
To: [redacted]
Cc: [redacted]
Subject: Case #[redacted]

Hello Ms. [redacted],

We received correspondence from Michael Henson on 01/13/2016 for...

Case #[redacted] (Ms [redacted]).

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 30-day courtesy credit to her account for the issues experienced to-date.

A friendly reminder, our Subscriber Services number is [redacted] - in the event Ms. [redacted] has additional subscription questions. Calls made to other numbers for subscription inquiries may result in significant processing delays, which seems to have contributed to Ms. [redacted]'s frustrations. Furthermore, we are addressing the issues Ms. [redacted] brought to our attention regarding the Subscriber Services agent. We have a team of dedicated and experienced agents, team leaders and managers available in our Subscriber Services department to address any and all subscription inquiries submitted; unfortunately, Ms. [redacted] didn't experience those benefits.

At any rate, her account is noted with the request for porch delivery.

Again, thank you for your patience as we work to resolve this matter.

Regards,
Consumer Marketing



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

I'm not sure if it's appropriate to reopen this complaint after so long, or to file a new one, but for now I am going to err on the side of keeping everything in one place. So, yes, I would indeed like to reopen this complaint against the Greensboro News & Record yet again, if I can. For the past two months or so, almost three months now, since I filed the original complaint back in February, not a full week has gone by where there wasn't at least one or two days of improper delivery of my mother's newspaper. And as of this most recent week, including today, out of the past seven days, on six of those days my mother's paper was yet again just thrown out on the road 1/5 of a mile away from her house, rather than properly placed in the News & Record tube outside of her house. We have complained to the News & Record about this issue every single day that my mother did not properly receive her newspaper, but once again, so far seemingly nothing has been done to correct or even to acknowledge the issue. As such, this is why I am contacting the Revdex.com again, given that that seemed to be the only thing that ever actually got us any positive results previously. Someone at the News & Record clearly isn't properly doing their job. Obviously, the paper carrier isn't doing his job as he should, but in addition to that, whatever manager is supposed to be in charge of making the paper carrier do his job is also failing to do their job, as well.

Hello,
We apologize for the poor service experienced by Ms. [redacted].
We confirmed that two weeks credit was processed to the account on 11/18/2016.
Regards,
Consumer Marketing

Initial Business Response /* (1000, 16, 2015/08/27) */
The account has been noted that the subscriber does not wish to receive the 1808 magazine. Therefore, she will not be charged for the 1808 Magazine, unless she indicates in the future that she wishes to begin receiving it.

We have a direct relationship with this customer.  She has the cell phone of the Regional Director, the District Manager, and the redelivery driver.  We are in regular communication with her as is necessary.We insure that she receives the copies she has ordered each week.Sincerely,Tommie...

A. M[redacted]

Initial Business Response /* (1000, 5, 2016/01/21) */
Hello,
We apologize for the delivery issues experienced by Mr. [redacted] after moving to his new home.
We would like to thank Mr. [redacted] for his continued readership of The News & Record for the many years as he has indicated and it's...

unfortunate to lose his loyalty to our products.
We ask Mr. [redacted] to reconsider a new subscription using the identical rate on his account plus 30 days FREE by referencing "Consumer Marketing Revdex.com (complaint #)." To redeem the subscription in the next 30 days, please contact Joyce at [redacted] with the authorization.
We identified the issue with his refund and have resolved that today. We confirmed his refund in next week's check-run for $115.19 (Wed, 01/27), the balance owed to Mr. [redacted]. We confirmed that 'missed paper' credits were applied to his account for the dates he contacted our Subscriber Services department.
Again, thank you for your patience in this matter.
Additional inquiries regarding the accounting of his subscription refund may be directed to Subscriber Services at [redacted]
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund of the money I was owed is all I ever wanted. A new subscription is out of the question. I have learned to live without a daily newspaper.

Initial Business Response /* (1000, 5, 2016/02/09) */
Hello,
We apologize for the delivery issues experienced by Mr. [redacted].
Based on his request, we have stopped delivery effective 02/10/2016. A review of his account reflects credit for 12 missed papers. And, as a courtesy, we have...

provided all credits stemming from niche magazine charges. Therefore, a refund in the amount of $12.05 is due and should be received within the next 30 days.
Again, we deeply apologize for the lack of service.
Regards,
Consumer Marketing

We do not disagree the that former delivery person provided inconsistent deliveries.  We have been working diligently to correct the service on this route.  The new delivery person has provided much better service in the month of November.  We have issued credits to Mr. [redacted]'s...

account each time he informed our company of a delivery error.  We will sadly refund Mr. [redacted]'s payment if that is what he still chooses.   We value the opportunity to be invited into Mr. [redacted]' s home each day and the opportunity to bring to him news and information from the region.  We would truly not want him to discontinue his newspaper over a service issue.  We are working diligently to regain his trust in the delivery of his newspaper.  I have called and left him a message to confirm that his service has improved.  I have left him my cell phone number, [redacted]. Sincerely,Tommie A. M[redacted]Regional Circulation Director

Initial Business Response /* (1000, 5, 2016/03/11) */
Hello
We apologize for the issues experienced by Ms. [redacted].
After reviewing her account information this is what was determined:
Acct #[redacted];
Listed as a Sunday-only home delivery subscription;
Telephone # on the account is...

[redacted].
We are processing a stop on Ms. [redacted]'s account per her request. Due to early deadlines this week, the stop will be reflected as of Sunday, March 20th.
If Ms. [redacted] has additional questions, please direct them to Subscriber Services at [redacted].
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (3000, 12, 2016/04/05) */
Since getting the Revdex.com letter and NR response I have continued to receive billings and the amount is still incorrect. I have paid what was owed for Sunday delivery and placed a call today (march 26 at 9 a.m.) speaking with Danielle who said my address for billing was still in the system and that she would remove and any billings should be disregarded. As for the NR statement that they would show my account closed as of 3/20/2016 that is incorrect. My account should show it was closed per my request via the phone to customer service as of February 1, 2016, and my owed balance is ZERO. Again I request this in writing from the NR to be certain they have the account correct and no balance or late payments on my credit record. All error has been on their part.
Final Business Response /* (4000, 14, 2016/04/07) */
Hi,
We have confirmed that Ms. [redacted]'s account is closed.
Any balance reflected on the account is cleared and nothing negative reflects on her subscription credit file.
Regards,
Consumer Marketing

Initial Business Response /* (1000, 5, 2017/01/03) */
Hi,
We apologize for the inconvenience regarding delivery.
We will stop delivery to the address you provided.
Regards,
Consumer Marketing
Initial Consumer Rebuttal /* (2000, 7, 2017/01/04) */
(The consumer indicated he/she ACCEPTED...

the response from the business.)