T & L Publications, Inc.

Initial Business Response /* (1000, 8, 2016/03/15) */
Contact Name and Title: *** *** President
Contact Phone: XXX XXX-XXXX
Contact Email: ***@nutsvolts.com
There is not enough information to figure out exactly what happened here and we can find no record of any contact with the
subscriber regarding the problemI'm not saying there was no contact, just that there are no notes of it in the subscriber's file, which would be unusualIt is unclear whether Mr*** attempted to resolve this through our fulfillment house or with our editorial officeEither way, it should have been taken care of
What appears to have happened is that the promotion code that specifies the special "extra issue" offer was not used, so the default code for a issue renewal was appliedSince I don't know which renewal effort Mr*** responded to, I can't be sure of the exact wording in the offer, but generally, the text reads something to the effect of "If renewing online, please reference the account number on this form," where the account number includes the offer codeOr, the form can be returned in a postage paid envelope, in which case we would have the code, which is printed on the form
We are happy to add the extra issues to Mr***'s subscription, however, we will not stop advertising or offering it as a early renewal promotionIt appears that using the promotion code was just either overlooked, or perhaps not communicated in a meaningful enough way to not be missed
We will, however, consider revising the wording on the renewal notice to further highlight the promotion code to avoid similar bad experiences by any of our subscribers
I would be interested to get more information from Mr*** regarding the contacts he made to resolve thisIf there is a breakdown in our customer service, I would like to address it as well
Initial Consumer Rebuttal /* (2000, 11, 2016/03/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
From Dec to Feb 2016, I wrote letters to *** *** each with detailed explanation of situation, including copy of the original "3-month free" mail copyThe letters received no replySo I am no sure about the "finding more information from Mr***" part in his response
By the way, on its website, nowhere can be found to enter the promotion code on the new/renewal subscription page