Norwich Bulletin

Customer has been given credit for the missed Sunday deliveriesDelivery manager has been made aware of the delivery issue with this address and will communicate to the paper carrier that this customer MUST receive delivery each and every SundayCustomer service calls regarding redelivery is being addressed to check on dispatching in a timely manner in order for second carrier to deliver a missed paper

Documentation
in *** Marketing's CRM (Customer Relationship Management) system is
consistent with a verbal approval from the client via the sales representative
that the client's new website
was to be set live and that the content posted on
the website that was built for Arts & Framing was also approved.
There is also confirmation in our system on November 20, from the sales
rep with the credentials to the clients domain that are needed to direct the
new website to The credentials received from the client are needed to
set a new website liveThe sales rep for the client states in her
communication on November 20, that the client emailed her the credentials
that morning. Additionally there is communication in the CRM that we gave
login credentials to the sales rep and client to our customer portal after all
products were set live. The customer portal gives the client access to a
"dashboard" that enables the client to review digital activity
related to their new web site (number of people visiting their site etc).
***,
at this time, is very willing to make any and all changes that the client
states were not completed, free of charge and *** is eager to make this
right for the client. *** would like to have the opportunity to stand
behind their products and correct any issues for the clientWe ask that the
client contacts *** *** at ###-###-#### or ***

This response is from Michele M[redacted], Consumer Marketing Director of The Bulletin.  We apologize for the inconvenience this has caused Ms. [redacted].  We do provide contact information on the subscriber statements so the subscriber can cancel their subscription.  The subscriber...

statement does contain the following terms and conditions "This is a continuous subscription, which means that your newspaper is delivered until you take action to cancel.  Subscriptions continue past the end of the payment period unless otherwise notified."  We recognize that Ms. [redacted] may have missed that information on the statement and will write off the disputed amount of $57.99 in good faith.
Please let us know if there is any other follow up required for this complaint.
Thank you.
Michele M[redacted]
Consumer Marketing Director
[redacted]
###-###-####

Customer has been given credit for the 4 missed Sunday deliveries. Delivery manager has been made aware of the delivery issue with this address and will communicate to the paper carrier that this customer MUST receive delivery each and every Sunday.
Customer service calls regarding...

redelivery is being addressed to check on dispatching in a timely manner in order for second carrier to deliver a missed paper.

We have made changes to our customer service provider to correct promise of re delivery. We have also addressed delivery issues with our distributor to make sure customer received the daily paper and will issue credits for days the paper was not delivered.

Review: After my subscription to the paper lapsed, they continued to deliver the paper and then billed me for it. They said because I did not cancel so they continued to deliver. I did not renew my subscription so that should serve as notice that I no longer wanted the paper. When I did not renew, they never contacted me until they sent me a bill 3 months later.Desired Settlement: I should not owe money for something I didn.t order. I paid for three months and that was all I wanted.

Business

Response:

This response is from Michele M[redacted], Consumer Marketing Director of The Bulletin. We apologize for the inconvenience this has caused Ms. [redacted]. We do provide contact information on the subscriber statements so the subscriber can cancel their subscription. The subscriber statement does contain the following terms and conditions "This is a continuous subscription, which means that your newspaper is delivered until you take action to cancel. Subscriptions continue past the end of the payment period unless otherwise notified." We recognize that Ms. [redacted] may have missed that information on the statement and will write off the disputed amount of $57.99 in good faith.

Review: In March 2014, we received a letter from the Norwich Bulletin stating that they understood I had difficulties with their paper in the past due to delivery complications. In the letter, it stated I could receive four free issues without cost to us. At the bottom, it gave me a few options to check off and return to them; I checked off the box stating I wanted the four free papers only, stopping the delivery afterward. Other options asked if I wanted to continue the paper on Sunday only after the four free issues, or if I wanted to have the paper delivered during the week. As I stated, I chose the option stating that I only wanted the four free papers at the time, stopping service afterward. We received our fifth paper on Sunday, May 3rd, and a letter on May 9th stating our renewal terms. I called The Bulletin to confirm the issue, and the representative told me the paper was never cancelled, and that we were being charged for it. The representative stated that the supervisor, [redacted], would call me back in five minutes, however, when I tried to call back I found that it was past business hours.Desired Settlement: I would like a full refund of what we were charged, for which I have yet to find out because they refused to call me back as they promised. I would also like them to completely stop service. I tried telling the representative that, but she would not confirm that she stopped the service.

Review: The [redacted] section of the Norwich Bulletin, has a service creating websites, [redacted] accounts, etc., and managing them. The product sounded great when it was described to me by the sales rep. (who was always very helpful...but has since left the Bulletin). The technicians that worked on my website took months to 'recreate' something that was already created. It was made 'live' without letting me know or the sales rep...so she could go over it with me. She and the Media Sales Manager sat with me in November 2013 (6 months after this process began) and were surprised to find out that there never had been a 'How to Contact Me' section in the website, some of the wrong artists artwork was listed under the wrong artist....and still are! They left here telling me they would take care of it, and by February 21, 2014 I still hadn't heard from anyone. I emailed my former sales rep. and the Media Sales Manager, and the reply was that because the site was live, the only way these changes could be made would be my me...if I upgraded to a 'Do It Yourself Package' for an additional cost of $90 for 3 months. They could refer me to some tutorials for help on how to do those functions. That is why I started with them so they would do this kind of thing.Desired Settlement: I want this association with [redacted] and the Norwich Bulletin terminated, I want to be released from the unpaid charges and my website and [redacted] accounts be released and given back to me (which were mine to begin with). The July invoice has a balance of $2,451.70, which is still increasing due to the so-called monthly management fees.

Business

Response:

Documentation

in [redacted] Marketing's CRM (Customer Relationship Management) system is

consistent with a verbal approval from the client via the sales representative

that the client's new website was to be set live and that the content posted on

the website that was built for Arts & Framing was also approved.

There is also confirmation in our system on November 20, 2013 from the sales

rep with the credentials to the clients domain that are needed to direct the

new website to. The credentials received from the client are needed to

set a new website live. The sales rep for the client states in her

communication on November 20, 2013 that the client emailed her the credentials

that morning. Additionally there is communication in the CRM that we gave

login credentials to the sales rep and client to our customer portal after all

products were set live. The customer portal gives the client access to a

"dashboard" that enables the client to review digital activity

related to their new web site (number of people visiting their site etc).

[redacted],

at this time, is very willing to make any and all changes that the client

states were not completed, free of charge and [redacted] is eager to make this

right for the client. [redacted] would like to have the opportunity to stand

behind their products and correct any issues for the client. We ask that the

client contacts [redacted] at ###-###-#### or [redacted]