The Hammond Times

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Contact Name and Title: Scott [redacted] -Circ Dir Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @lee.net We apologize for the poor service that some of our subscribers have experienced during the transition process that we underwent in October with delivery of additional publicationsWe have experienced higher than call volumes and have increased our incoming staffing to try to accommodate the volumeAdditionally we have been working diligently to find dependable carriers for newspaper deliveries OFFER: We will issue days credit to the account and will pass along the service issue to the district supervisor for additional action Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 12, 2016/01/11) */ The Hammond Times has not been delivering my paper on a regular basisThey promised they would and they haven't come thru, I would ask that I get a free one year s subscription (as long as they deliver it) to compensate for all of the well over three and a half months of poor service I paid for a full years subscription but I am not getting what I paid for Final Business Response / [redacted] (4000, 16, 2016/01/29) */ We will insure that Mr [redacted] receive a total credit for charges from the date of our conversion, October 19th, through Jan We will also work with the district manager to restore delivery service as requested

Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @lee.net There evidently was sonme confusion on the consumer's requestThe account is under PTheresa Hill, and apparently our CSR thought they wanted a refund for the missed papers reported on 11/22/and 2/4/ We have contacted the subscriber, canc eled the paper per their request, and issued a refund OFFER: We have contacted the subscriber, canc eled the paper per their request, and issued a refund Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/03/11) */ Thank you Susie for being so professionalI received my check in the mail Sent from my iPad

Initial Business Response /* (1000, 5, 2016/05/06) */
Subscriber is a long term customer that has asked for and received missed paper creditsWe do not offer full refunds especially when the majority of the papers are deliveredWe have also sent a refund for the balance in the acocunt and will
place her on a Do Not Call list,
Initial Consumer Rebuttal /* (3000, 7, 2016/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The times has the worst delivery service, I had in the past cancelled because of the same issueI was called and asked to subscribe again and I declined and they asked me whyI told them about delivery issues and the caller assured me all those problems were fixed and that they had new carriers and it would not be a problem this timeThe very first paper that I was to receive on 3/did not arriveNor did 3/3/3/3/3/4/and that was the last strawI call and call with know successNumerous email and numerous calls, no one ever returned my calls or emailsWhen the last paper was missed I call got *** who said the supervisor was busy and would call me back I said I would wait and she ended the callI called back and got *** who told me there was no supervisors there and also ended my callI believe that the times has lied to me over and over again and that they just don't care about their customersAnd yes I do think I should get a full refund because of the poor service and poor attitudeI will make sure that all my family and friends know about the business practices of the Times what a disgraceful company

Initial Business Response /* (1000, 5, 2015/12/08) */
Contact Name and Title: Scott *** Circulation
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@lee.net
we have been experiencing difficulties with the independent contractor assigned to deliver the newspaper and will issue weeks
credit
OFFER:
We apologize for the poor service and will contact your carrier and the local manager to resolve the service issueWe will also credit your account for weeks delivery

Initial Business Response /* (1000, 5, 2016/12/28) */
We have noted the calls from Mr*** and have passed these along to the independently contracted delivery personThe carrier indicates that he is not disrespecting the propertyWe will have the local manager discuss this directly with
the carrier

Initial Business Response /* (1000, 8, 2015/12/15) */
Contact Name and Title: Scott [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@lee.net
Our apologies for this delivery issue. We have undergone a major transformation in our distribution network and it obviously has not worked...

well with the poor service we have delivered.
OFFER:
We will credit your account from 10/19 through the end of this year and will be in contact with the delivery person and their manager to restore delivery service
Initial Consumer Rebuttal /* (2000, 10, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It seems reasonable.

Initial Business Response /* (1000, 5, 2015/12/30) */
Contact Name and Title: Scott [redacted] -Circ Dir.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lee.net
We apologize for the poor service that some of our subscribers have experienced during the transition process that we underwent in...

October with delivery of additional publications. We have experienced higher than normal call volumes and have increased our incoming staffing to try to accommodate the volume. Additionally we have been working diligently to find dependable carriers for newspaper deliveries.
OFFER:
We will issue 30 days credit to the account and will pass along the service issue to the district supervisor for additional action.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 12, 2016/01/11) */
The Hammond Times has not been delivering my paper on a regular basis. They promised they would and they haven't come thru, I would ask that I get a free one year s subscription (as long as they deliver it) to compensate for all of the well over three and a half months of poor service.
I paid for a full years subscription but I am not getting what I paid for.
Final Business Response /* (4000, 16, 2016/01/29) */
We will insure that Mr. [redacted] receive a total credit for charges from the date of our conversion, October 19th, through Jan 31. We will also work with the district manager to restore delivery service as requested.

Initial Business Response /* (1000, 5, 2016/03/10) */
Subscriber was on a vacation stop that was not restarted in the system. After attempting 4 times to contact the subscriber we did reach her and arranged for a four week credit and restart of her delivery.
Initial Consumer Rebuttal /* (3000,...

7, 2016/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was only contacted 2 times & they called my home, after I informed them to contact my cell due to work hours. I did speak with [redacted] & she reviewed agreement per credit which is accurate.
She was to follow up the next business day & call me on cell. Never did. For 3 days I was getting 2 papers same date/day. I left her a message. Now getting one paper daily. I do not appreciate them lying about the attempted calls, but I do accept their the agreement.
Final Business Response /* (4000, 9, 2016/03/28) */
I am sorry that the subscriber believes that the company is lying about the attempted calls.

Initial Business Response /* (1000, 5, 2016/03/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lee.net
There evidently was sonme confusion on the consumer's request. The account is under P. Theresa Hill, and apparently our CSR thought they...

wanted a refund for the missed papers reported on 11/22/15 and 2/4/16.
We have contacted the subscriber, canc eled the paper per their request, and issued a refund.
OFFER:
We have contacted the subscriber, canc eled the paper per their request, and issued a refund.
Initial Consumer Rebuttal /* (2000, 9, 2016/03/11) */
Thank you Susie for being so professional. I received my check in the mail.
Sent from my iPad

Initial Business Response /* (1000, 8, 2016/01/28) */
Contact Name and Title: Scott [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@Lee.net
Our apologies for the poor delivery service experienced. We have encountered an unprecedented amount of carrier turnover that has resulted...

in the delivery problems mentioned. We have brought in significant additional resources to address the issue and hope to have this rectified soon.
OFFER:
We will credit Mr. [redacted]'s account for 60 days for missing and late papers.