I am rejecting this response because: With all the credits for missing deliveries, there is no way that my 52 week Sunday Only subscription was going to run out near the 8/28/17 notice date on the first notice. Also, both (all) notices give no term of service. How is anyone supposed to know how long their subscription runs through? The OPT OUT is wrong. Subscribers should have to OPT IN to receive these "so called" Special Editions. I know I will NEVER subscribe to this newspaper again with its dismal customer service track record. Very disappointing!
Initial Business Response /* (1000, 5, 2016/03/19) */
I apologize for the delay with this refund, I do not know what has happened. I requested that the check be hand issued immediately. Thank you for your patience.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
I do accept this response depending on if I actually get the refund. They have told me on numerous occasions that the check was in the mail, it should be there any day. I have talked to many different people there and heard the same thing over and over again. I would also like to know what the problem or the delay was caused by.
I am sorry that we could not honor the subscription you ordered. The Agent will be notified of this carrier error. Per your request I have stopped the subscription and authorized a full refund.
Initial Business Response /* (1000, 8, 2015/12/09) */
I sent a message to the carrier and his manager that this subscription should have started on 10/18/15 and that you have not seen any papers yet. I asked that either the paper start this week or that they let me know why it can't and to send...
the refund to you.
We will get this taken care of.
Initial Business Response /* (1000, 5, 2015/09/04) */
I only show one newspaper subscription at your address: [redacted] in Woodbury. If the carrier is delivering 2 papers you are only being charged for 1. I am sorry for the confusion.
Initial Consumer Rebuttal /* (3000, 7,...
2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still receiving two newspapers even after I talked to the second delivery person last Sunday. He said that his manager told him to check and make sure I had a paper and to delivery one if I didn't. The problem is he just leaves it there anyway. I had two newspapers again this morning.
Every time I call customer service, they say an area manager will call me back. That is if they don't hang up on me after waiting on hold for 30 minutes. I have yet to receive a phone call from a manager. I do not want to continue to receive two newspapers every day. I fear when I put a vacation stop on that I will end up with a month of newspapers piled up on my front door and a house that has been broken into.
A simple statement listed above is not a acceptable resolution to this problem. It took 2.5 years to even get one paper and now I continue to have issues with a management that does not seem to care at all what kind of customer service they provide. I shouldn't have to call every day and waste usually 45 minutes of my time and even speak to one of the carriers delivering the paper (there are two different people delivering the two papers) and still continue to receive two papers. I make $40 per hour and for the amount of time I have spent trying to get this resolved, I'm at about $19,000 worth of my time trying to resolve this issue.
I would like them to stop delivering two newspapers every day, deliver the one newspaper I subscribe to every day on time and to the location it is expected to be, and to be compensated for my time on trying to resolve all of these issues. It would be unreasonable to ask to be reimbursed the $19,000 worth of my time I've spent trying to resolve this, I would like the next two years of my newspaper to be free given all of the problems I have had for over 2.5 years.
The Revdex.com seems to think that the Pioneer Press's vague apologies and comments are acceptable answers to what clearly are volumes of problems they have filed against them. Please actually take some action and maybe the Pioneer Press will attempt to resolve problems instead of getting away with things for years.
Final Consumer Response /* (3000, 15, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My delivery has not improved. I received two papers again this morning, October 7, 2015. This continues to be an ongoing problem. I do not have to continue to spend 30 minutes on hold to either be hung up on or told a manager will contact me, which never happens. There are now people that just answer calls and can not even address issues. The customer service and delivery issues have been worse since going to what ever new system there is.
Final Business Response /* (4000, 17, 2015/10/09) */
You are receiving 2 papers because the staff wants to make sure you get a paper. Either the staff or the carrier delivers a paper then the other comes by and delivers another. Perhaps you pick up the paper and they think you haven't received one so they leave another. I will tell them that they no longer need to double check (and leave another paper) that the paper is being delivered.
Thank you for your patience.
Initial Business Response /* (1000, 8, 2015/09/04) */
I apologize for the phone calls. Your phone number ([redacted]) has been added to our Do Not Call files and our telemarketing vendors will be instructed to do the same.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/07) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
I apologize for this terrible miss. I have contacted the distributor in charge of the Forest Lake area as well as our Operations Manager to ensure that this paper is delivered on Sunday moving forward.
Initial Business Response /* (1000, 7, 2015/09/24) */
I apologize for the poor delivery you have received. You are right, this kind of service is unacceptable. I have reached out to the Mr. [redacted], the man responsible for this area in St. Paul for a resolution. Thank you for your patience and...
look for the improvement.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
For the past week paper has been on the steps instead of the boulevard. The Sunday paper had either not been delivered at all or showed up at 4pm. This past Sunday paper here at 8am and on the steps. I hope this continues, Thank you
Final Consumer Response /* (2000, 18, 2015/10/01) */
This is the 2nd day in a row of not getting a paper. I called for a paper yesterday morning(9/30) and they never delivered one. This morning I saw the carrier driving by throwing papers on the sidewalk in front of houses I went out and walked down the street and caught up to her. She saw me and heard me when I said I did not get a paper. She sped off without a word and did not come back to deliver the paper. I did call this morning and talked to someone at the PIONEER PRESS, and they assured me this would be taken care of.But not holding my breath.
Initial Business Response /* (1000, 12, 2015/10/07) */
I apologize for the missing newspapers on Sunday. A message was sent to the distributor regarding the missing papers and they will speak to the carrier to make sure he is following his delivery list to ensure no more missed Sunday papers. I...
have credited your account for 4 Sunday newspapers.
Initial Consumer Rebuttal /* (2000, 13, 2015/10/07) */
Initial Business Response /* (1000, 5, 2015/12/09) */
I apologize for the missing Sunday newspapers. I have a message to the staff to check with the carrier about the reason for the non delivery and to let me know if there is a plan to fix the issue moving forward. Is there any chance that the...
carrier delivers the paper and another resident picks it up by mistake? The district supervisor staff works from 1:00AM to 9:00AM. Please feel free to contact me if this issue is not resolved this week. sharon [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue remains unresolved. Paper was not delivered. I will be contacting Pioneer Press again at the contact provided above. Also, I would prefer some strong indication that the paper has actually been delivered before accusing my neighbors of stealing my paper as has been suggested by the Pioneer Press contact.
Final Business Response /* (1000, 11, 2016/01/07) */
The person responsible for this delivery area will be checking on the delivery for the next few Sundays to be sure the carrier understands where the paper must be delivered. Darryl [redacted] is the manager in charge.
Initial Business Response /* (1000, 8, 2015/09/04) */
I apologize for the address change delay. It looks like the subscription has been moved and a instruction of delivery to the door has been included. If further assistance is needed please feel free to reach out to me.
Initial Consumer...
Rebuttal /* (3000, 11, 2015/09/15) */
Per live chat received from [redacted], complaint is NOT resolved.
Final Consumer Response /* (2000, 17, 2015/10/07) */
I sincerely apologize for this situation. There was an error in data entry therefore the rate was more than $1 per week as promised. I will fix this rate to be sure you get a full 52 weeks of service of the Sunday paper.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12156854, and find that this resolution is satisfactory to me.This is at least the fifth time I've been told that I will no longer receive the newspaper/ads. I really hope it's true this time!Gary
Initial Business Response /* (1000, 5, 2015/07/09) */
I apologize for the missed newspaper on Sunday, July 5. I have credited your account for that missed delivery.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
The proof is in the pudding. Will se what happens tomorrow and following Sundays
I apologize for these missing papers, it is unacceptable that this has continued for months without improvement. I have asked that your address be checked to ensure delivery until the staff is confident that the carrier understands and will deliver without fail moving forward. There has been no...
charges on the account as of yet and won't be until the paper starts getting delivered consistently.
I am rejecting this response because: With all the credits for missing deliveries, there is no way that my 52 week Sunday Only subscription was going to run out near the 8/28/17 notice date on the first notice. Also, both (all) notices give no term of service. How is anyone supposed to know how long their subscription runs through? The OPT OUT is wrong. Subscribers should have to OPT IN to receive these "so called" Special Editions. I know I will NEVER subscribe to this newspaper again with its dismal customer service track record. Very disappointing!
Initial Business Response /* (1000, 5, 2016/03/19) */
I apologize for the delay with this refund, I do not know what has happened. I requested that the check be hand issued immediately. Thank you for your patience.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
I do accept this response depending on if I actually get the refund. They have told me on numerous occasions that the check was in the mail, it should be there any day. I have talked to many different people there and heard the same thing over and over again. I would also like to know what the problem or the delay was caused by.
I am sorry that we could not honor the subscription you ordered. The Agent will be notified of this carrier error. Per your request I have stopped the subscription and authorized a full refund.
Initial Business Response /* (1000, 8, 2015/12/09) */
I sent a message to the carrier and his manager that this subscription should have started on 10/18/15 and that you have not seen any papers yet. I asked that either the paper start this week or that they let me know why it can't and to send...
the refund to you.
We will get this taken care of.
I apologize for the newspaper delivery. A note is attached to the address that no starts will be accepted and the balance is at zero.
Initial Business Response /* (1000, 5, 2015/09/04) */
I only show one newspaper subscription at your address: [redacted] in Woodbury. If the carrier is delivering 2 papers you are only being charged for 1. I am sorry for the confusion.
Initial Consumer Rebuttal /* (3000, 7,...
2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still receiving two newspapers even after I talked to the second delivery person last Sunday. He said that his manager told him to check and make sure I had a paper and to delivery one if I didn't. The problem is he just leaves it there anyway. I had two newspapers again this morning.
Every time I call customer service, they say an area manager will call me back. That is if they don't hang up on me after waiting on hold for 30 minutes. I have yet to receive a phone call from a manager. I do not want to continue to receive two newspapers every day. I fear when I put a vacation stop on that I will end up with a month of newspapers piled up on my front door and a house that has been broken into.
A simple statement listed above is not a acceptable resolution to this problem. It took 2.5 years to even get one paper and now I continue to have issues with a management that does not seem to care at all what kind of customer service they provide. I shouldn't have to call every day and waste usually 45 minutes of my time and even speak to one of the carriers delivering the paper (there are two different people delivering the two papers) and still continue to receive two papers. I make $40 per hour and for the amount of time I have spent trying to get this resolved, I'm at about $19,000 worth of my time trying to resolve this issue.
I would like them to stop delivering two newspapers every day, deliver the one newspaper I subscribe to every day on time and to the location it is expected to be, and to be compensated for my time on trying to resolve all of these issues. It would be unreasonable to ask to be reimbursed the $19,000 worth of my time I've spent trying to resolve this, I would like the next two years of my newspaper to be free given all of the problems I have had for over 2.5 years.
The Revdex.com seems to think that the Pioneer Press's vague apologies and comments are acceptable answers to what clearly are volumes of problems they have filed against them. Please actually take some action and maybe the Pioneer Press will attempt to resolve problems instead of getting away with things for years.
Final Consumer Response /* (3000, 15, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My delivery has not improved. I received two papers again this morning, October 7, 2015. This continues to be an ongoing problem. I do not have to continue to spend 30 minutes on hold to either be hung up on or told a manager will contact me, which never happens. There are now people that just answer calls and can not even address issues. The customer service and delivery issues have been worse since going to what ever new system there is.
Final Business Response /* (4000, 17, 2015/10/09) */
You are receiving 2 papers because the staff wants to make sure you get a paper. Either the staff or the carrier delivers a paper then the other comes by and delivers another. Perhaps you pick up the paper and they think you haven't received one so they leave another. I will tell them that they no longer need to double check (and leave another paper) that the paper is being delivered.
Thank you for your patience.
Initial Business Response /* (1000, 8, 2015/09/04) */
I apologize for the phone calls. Your phone number ([redacted]) has been added to our Do Not Call files and our telemarketing vendors will be instructed to do the same.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/07) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
I apologize for this terrible miss. I have contacted the distributor in charge of the Forest Lake area as well as our Operations Manager to ensure that this paper is delivered on Sunday moving forward.
Initial Business Response /* (1000, 7, 2015/09/24) */
I apologize for the poor delivery you have received. You are right, this kind of service is unacceptable. I have reached out to the Mr. [redacted], the man responsible for this area in St. Paul for a resolution. Thank you for your patience and...
look for the improvement.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
For the past week paper has been on the steps instead of the boulevard. The Sunday paper had either not been delivered at all or showed up at 4pm. This past Sunday paper here at 8am and on the steps. I hope this continues, Thank you
Final Consumer Response /* (2000, 18, 2015/10/01) */
This is the 2nd day in a row of not getting a paper. I called for a paper yesterday morning(9/30) and they never delivered one. This morning I saw the carrier driving by throwing papers on the sidewalk in front of houses I went out and walked down the street and caught up to her. She saw me and heard me when I said I did not get a paper. She sped off without a word and did not come back to deliver the paper. I did call this morning and talked to someone at the PIONEER PRESS, and they assured me this would be taken care of.But not holding my breath.
Initial Business Response /* (1000, 12, 2015/10/07) */
I apologize for the missing newspapers on Sunday. A message was sent to the distributor regarding the missing papers and they will speak to the carrier to make sure he is following his delivery list to ensure no more missed Sunday papers. I...
have credited your account for 4 Sunday newspapers.
Initial Consumer Rebuttal /* (2000, 13, 2015/10/07) */
Initial Business Response /* (1000, 5, 2015/12/09) */
I apologize for the missing Sunday newspapers. I have a message to the staff to check with the carrier about the reason for the non delivery and to let me know if there is a plan to fix the issue moving forward. Is there any chance that the...
carrier delivers the paper and another resident picks it up by mistake? The district supervisor staff works from 1:00AM to 9:00AM. Please feel free to contact me if this issue is not resolved this week. sharon [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue remains unresolved. Paper was not delivered. I will be contacting Pioneer Press again at the contact provided above. Also, I would prefer some strong indication that the paper has actually been delivered before accusing my neighbors of stealing my paper as has been suggested by the Pioneer Press contact.
Final Business Response /* (1000, 11, 2016/01/07) */
The person responsible for this delivery area will be checking on the delivery for the next few Sundays to be sure the carrier understands where the paper must be delivered. Darryl [redacted] is the manager in charge.
Initial Business Response /* (1000, 8, 2015/09/04) */
I apologize for the address change delay. It looks like the subscription has been moved and a instruction of delivery to the door has been included. If further assistance is needed please feel free to reach out to me.
Initial Consumer...
Rebuttal /* (3000, 11, 2015/09/15) */
Per live chat received from [redacted], complaint is NOT resolved.
Final Consumer Response /* (2000, 17, 2015/10/07) */
I sincerely apologize for this situation. There was an error in data entry therefore the rate was more than $1 per week as promised. I will fix this rate to be sure you get a full 52 weeks of service of the Sunday paper.
I have stopped the newspaper subscription and credited the account the past due amount.
An adjustment of $30.00 was made on your account on June 7, 2017 for poor service and missed newspapers.
The account is stopped and the address has been coded to receive no further calls, starts or sample papers.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12156854, and find that this resolution is satisfactory to me.This is at least the fifth time I've been told that I will no longer receive the newspaper/ads. I really hope it's true this time!Gary
Initial Business Response /* (1000, 5, 2015/07/09) */
I apologize for the missed newspaper on Sunday, July 5. I have credited your account for that missed delivery.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
The proof is in the pudding. Will se what happens tomorrow and following Sundays
There is no subscription and nothing owed at this address, [redacted] Please let us know if further assistance is needed.
I apologize for these missing papers, it is unacceptable that this has continued for months without improvement. I have asked that your address be checked to ensure delivery until the staff is confident that the carrier understands and will deliver without fail moving forward. There has been no...
charges on the account as of yet and won't be until the paper starts getting delivered consistently.