Star Tribune Media Company, LLC

November 14, 2017
 
 
[redacted]
Minneapolis, MN 55406
 
Re:      Revdex.com Minnesota Case No.: [redacted]
            Star Tribune Acct:  #...

[redacted]
 
Dear Mr. [redacted]:
 
I am replying to your complaint to the Revdex.com regarding 2 missed deliveries of your Sunday Star Tribune.  I regret that this delivery problem was not corrected more quickly.
 
I have received assurance from our Minneapolis distributor that this problem has been resolved with your weekend carrier.  Your account has been credited for the copies you did not receive on 11/5 and 11/12.
 
I appreciate you staying with us despite the “false-start” on your digital + Sunday subscription.  I will follow up with you on the 20th of November to verify that the problem is resolved.
 
Sincerely,
 
 
 
 
John McCauley
Department Administrator, Circulation
 
cc:       Thaddeus Lewis, Revdex.com Minnesota and North Dakota

Star Tribune Acct:  # [redacted]   Dear Ms. [redacted]:   We are in receipt of your complaint regarding the continued delivery of Sunday papers after you stopped weekend delivery in September. We apologize that you needed...

to take this to the Revdex.com for resolution.    Upon review of your account, we see that you stopped your 7-day subscription the end of September, but continued with Monday thru Friday delivery until 11/5/2016.  We contacted the Distributor, and he specifically talked to the weekend carrier to not deliver to your address.  You were not charged for any weekend papers since the end of September.   We believe that the problem has been resolved.  Again, our sincere apologies for any inconvenience this caused you.  Thank you for bringing this to our attention.    Sincerely,         Arden [redacted] Senior Vice President, Circulation

I am rejecting this response because: It doesn't matter what discount direct mail offer has to do with Customer service and the delivery problem. If you pay for something you would like what you pay for no matter what price it was. 4/9 when I spoke with Ron - He said he would send the complaint over to the delivery company and he would he would get me out a free gift. I said I will not be charge for this correct he said correct. He said they were running a special on star tribune cooler or umbrella. Yes, I have called more then the times stated and yes none of them did I receive a manager call back. you stated Shannon called me, she did but no the on the day stated she relized she called the wrong number and tried again this past Friday 4/28 at 12:43 pm in the afternoon. She admitted dialed the wrong number and tried again a few days later. I did let her know that I appiciate the call and she also said the next 4 weeks she will be driving and parking to make sure the paper is deliver. she will be in a black suv don't be alarmed. Thanks for your time. [redacted]

Star Tribune Acct:  # [redacted]   Dear Mr. [redacted]:   We are in receipt of your complaint regarding your very poor newspaper delivery service—missed Saturday and Sunday papers since early June. We apologize that you needed to take this to the Revdex.com for...

resolution.    Upon review of your account, we see that you have called in a missed paper every Saturday and Sunday starting June 11th.  This is totally unacceptable that the delivery issue was not resolved the first week.  The Distributor was contacted immediately and went with the new carrier on your route this weekend. He found the correct delivery address.  Apparently, your paper was delivered to the wrong address all summer.  We are confident that the carrier will now deliver the Saturday and Sunday papers to the correct address going forward.   Your account showed that you have been credited for all the missed papers.  We have credited your account for an additional four weeks because of all the problems and the length of time it took to correct your delivery.   Again, our sincere apologies for all the service problems you experienced this summer.  Thank you for bringing this to our attention and the many years you have subscribed to the Star Tribune.    Sincerely,         Arden [redacted] Senior Vice President, Circulation

January 4, 2018
 
 
[redacted]
Osseo, MN 55369
 
Re:      Revdex.com Minnesota Case No.:  [redacted]
            Star Tribune Acct:  #...

[redacted]
 
Dear Mr. [redacted]:
 
I attempted to reach you by phone yesterday concerning your complaint to the Revdex.com dated 1/2/2018.  I regret that feel mislead by the subscription offer you accepted on 8/9/2017.
 
In reviewing your account, it seems that your original subscription expiration date of 1/14/2018 was shortened because of (2) $1.99 for Star Tribune quarterly magazines charged to your account.  Our new subscription order inserts do state that the magazine will be billed to your account – unless you tell us you do not wish to receive them.  This information can go unnoticed when subscribing to a new offer.  We are always willing to work with a customer who feels this feature was not adequately communicated.
 
If you are interested, we would be willing to extend your subscription due to this misunderstanding.  Please contact me if you wish to avail yourself of this extension. 
 
Best wishes in the new year.
 
Sincerely,
 
 
 
 
John [redacted]
Department Administrator, Circulation
 
cc:       [redacted], Revdex.com Minnesota and North Dakota

Initial Business Response /* (1000, 5, 2015/11/10) */
First, we are very sorry for all the trouble that you had getting your Sunday subscription started and delivered.
The State Administration Manager contacted the Distributor in your area as soon as we received your complaint. He said that...

he would speak to the carrier and check the address to make sure the Sunday paper was delivered. He confirmed that he checked your address on 9/8/15 and it was delivered. Both he and Ms. [redacted] have tried to call you to confirm delivery more than once, but have been unable to reach you.
Also, your account was fully credited for undelivered papers. We believe this issue is now resolved.
Thank you for trying the Star Tribune.

Dear Mr. /Ms. [redacted]:We are in receipt of your complaint regarding unsolicited papers to your address. We apologize that you needed to take this to the Revdex.com for resolution.  First, our apology for not responding to the complaint sooner.  We have experienced problems...

receiving Revdex.com complaints since their upgrade in March.   Thank you for bringing this to our attention.  In researching the complaint, we see that your name was on the address listed above—not [redacted] (which was not found in the United States Post Office address list).There are no subscriptions or samples listed under [redacted] or [redacted] at the above address.  However, there is a complementary Star Tribune Sunday paper sample going to a Mr. [redacted] at the address.  Mr. [redacted] may have been a former resident at this address.  This is a complimentary paper sample at no charge to the occupant of the address.  It was scheduled to stop on May 15th, but it has been stopped immediately at you request.  You would not have been billed for any delivery unless you decided to subscribe.  We believe the issue is now resolved.  Again, we are sorry for any concern or inconvenience this has caused you.  Sincerely,Arden [redacted]Senior Vice President, Circulation