Rochester Post-Bulletin

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2015/09/25) */
Our Customer Service Manager, Carla ***, spoke with *** *** on the evening of 9/22/regarding the complaint submitted to the Revdex.com regarding her
poor delivery service in the past yearShe apologized to *** and
told her we would not excuse what happened and that we completely understand her frustration
*** *** was very kind to Ms*** and just wants her paper, bottom lineShe spoke of the great delivery for many many years and the poor service in the past yearShe is confused with the delivery deadlines for weekdays, Saturday and holiday papersMs*** did apologize for the confusion and clarified the deadlines with herWeekdays 5-5:Saturdays 3:and holidays by 7:30.a.m
Ms*** informed *** that we credited her account and made sure she was not charged for the times she had to call usThe credited days pushed her next EZ-Pay date to November 15th and that she would not see a debit in October
*** seemed good with the resolution at this point and looking forward to receiving her paper everyday

Ms*** called regarding non-delivery of her newspaper on 7/2/ According to our phone logs she called twice (10:51AM and 2:46PM) from her phone ###-###-#### The first call, our Customer Service Representative told Ms*** that we were experiencing vehicle problems with the
delivery persons car, and that we expected her to complete the deliveries by deadline (3:00PM) The second time Ms*** called our Customer Service Representative told Ms*** that the driver was running late due to vehicle problems related to a flat tire We have no record of a third call from this number, and the staff working does not confirm a third call was received The newspaper was eventually delivered, albeit late Ms*** was given credit for that newspaperMs*** called once on 7/7/at 4:46PM (delivery deadline is 5:00PM) stating she did not have her newspaper We checked with the driver, who had a substitute delivery person that day, and was struggling with the route When the regular driver discovered this, she went out to help complete the route, which was completed however later than expected Ms*** was given credit for that newspaper as well We are working with our delivery person to improve service Todd *** Circulation Director [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.