The Idaho Statesman

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 meThe Idaho Statesman Representative, Brenda L**, called me directly to go over the issues in my complaint She was courteous and helpful Apparently, the individual that I had spoken with before is located in the Philippines which explained much of the confusion Thanks for pursuing my complaint.Sincerely, [redacted]

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 Regards, [redacted]

Mrs***,
Thank you for contacting the Idaho Statesman Per your request, we have honored your original expiration date for your subscription Please not for future billing, that you will need to include the amount of the Premium content days in your payment to get the entire time
period expected We are currently working on a method by which to include the premium days in the subscription rate, but have not yet completed it
If I may be of further assistance to you on this matter or any others, feel free to contact me at 208-377-
Sincerely,Brenda L**

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

Thank you for the note, and we are very sorry about our delivery issuesLike you, we are very frustrated with this situation and it is not how we want to run our customer serviceI have insured that your account has been credited for the past three weeks If that is not ample, just let me
know what is fairAlthough a customer service agent may not always be available in a reasonable time period, you can always report missed deliveries by using our automated systems either by voice at 208-377-or at idahostatesman.com/myaccount The winter storm set off an internal storm here that we are struggling to recover fromIn short, we had a significant number of carriers decide to no longer deliver their routesThat means we have more routes than usual with either a new carrier, or a substitute oneSome of our longtime and dedicated carriers are helping by delivering another route when their route is done, and we are grateful for their helpBut all of these factors mean inconsistent, late, and missed deliveries
Please know that we aren't making excuses, just trying to explain what is going on because you asked and deserve an answerThe good news: It will get better, especially if Mother Nature returns to a winter for usWe are making changes that we believe will vastly improve many of the issues you’ve facedIt won’t happen overnight, but we are implementing the changes as quickly as we canWe appreciate the patience you’ve shown in the pastJournalism is important and we hope you'll stick with us through thisWe are trying to fix things and we value you as a subscriber
If I may be of further assistance, don't hesitate to contact me at bl**@idahostatesman.com.Thank you
Brenda L**

Thank you for contacting the Idaho Statesman My apology that my customer service department did not take care of your request with your initial contact I have restarted your subscription and will honor requested expiration date of 4/plus one week, since you did not receive a paper
last weekend If you have any additional issues with this matter, please contact me directly
Sincerely,Brenda L**
208-890-/ ***@idahostatesman.com

Mr***,
Thank you for contacting the Idaho Statesman It was a pleasure speaking with you today I'm pleased to see that your delivery has improved As we discussed, we may have had a carrier turnover or a substitute on your route In addition to crediting your account
for the papers you've not received, I've also extended your expire for an additional week for your inconvenience If you have any further delivery issues, please contact me directly, so I can follin a timely manner
Sincerely,Brenda L**
208-377-
***@idahostatesman.com

*** *** ***, Thank you for contacting the Idaho Statesman We appreciate your feedback and truly do value you as a reader as well as every reader we have -- and want to keep them.
We employ telemarketing companies to call and offer subscriptions at special pricing to our former subscribers It is never our intention to harass our subscribers whether they be former or current. We have a way of noting each account as to whether the customer has requested not to be contacted and I apologize that your account was not noted even after telling us your request. Your account is now on our No Contact list per your request As per our conversation on October 3, you were informed that your request not to be contacted resulted in putting you on our No Contact listIf you need further assistance you may reach me at ***@idahostatesman.com or 208-377- Sincerely, Cris B*** Relationship Services VIP Agent

Thank you for contacting the Idaho Statesman It was a pleasure speaking with you this evening As we discussed, there was an error in moving your father's subscription to his new address, which has since been resolved Your account was credited for the time the paper was not
delivered along with an additional days for your inconvenience If you have any other difficulty with this subscription, don't hesitate to contact me directly
Thank you for being a subscriber!
Sincerely,
Brenda L**
CIS Manager / Customer Service Manager
208-377-
***@idahostatesman.com

Mrs***,
Thank you for contacting the Idaho Statesman Per our conversation today, I have honored your request to credit your account $ Although our system was calculating correctly and there was an automatic payment in November which was not processed, it was my desire to
make this right for you If you have any issues going forward, please contact me directly
Thank you for being an Idaho Statesman subscriber
Sincerely,
Brenda L**
208-377-

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***-***

Thank you for contacting the Idaho Statesman I'm sorry that you were taken by surprise by the premium content days Since these days are only charged to those subscribers whose account is active on that day, we allow for the customer to determine whether to add that into the renewal
I have requested that your original expected expiration date is honored on your account If I may be of assistance to you further in this matter, you may contact me directly at ***
Thank you for being a subscriber to the Idaho Statesman
Sincerely,Brenda L**
CIS / Customer Service Manager

*** ***Thank you for contacting the Idaho Statesman regarding your missed deliveries As per your conversation with *** *** our Home Delivery manager, we have credited your account for your reported missed deliveries, along with two weeks credit for your inconvenience It is our
expectation that our carriers will deliver your paper each week as subscribed If you have deliver issues and would rather not speak with our customer service department, you can log into your account at www.idahostatesman.com/myaccount or use our automated system at 208-377- If you report the missed delivery prior to 11:am, our redelivery staff should deliver you a paper the same day If at anytime, this service fails you, you may contact *** *** or myself directly to follow-up.If we may be of further assistance to you, our direct contact information is shown below.Sincerely,*** *** *** ***CIS Manager Distribution Manager208-377- 208-377-

Mrs***,
Thank you for contacting the Idaho Statesman We were having some challenges with delivery during our stormy weather, however the non-delivery since then can not be blamed on the weather My apology that we did not get this corrected sooner and more importantly the
misinformation communicated with you regarding your refund I certainly do not wish to lose you as a subscriber and would ask for the opportunity to correct this situation myself In the mean time, a cancellation has been entered on your subscription, and a full refund of your last payment has been requested If you'd reconsider, please let me know and I'll personally work with our distributor to correct the delivery problem
If I may be of further assistance to you, please contact me directly at ***@idahostatesman.com or call 208-377-
Sincerely,Brenda L**

***,
Thank you for contacting the Idaho Statesman Please accept my apology that the agent you spoke with did not follow through with your request I have sent a request to my finance department to refund your credit card and verify that your expiration date is 9/25/16, as expected
For future reference, when your renewal notice is received, you will need to add the $for weeks of premium content days to your payment If you need further assistance, please contact me directly at 208-377-or ***@idahostatesman.com
Sincerely,Brenda L**
CIS/Customer Service Manager

Complaint: ***I am rejecting this response because:I DO NOT BELIEVE their response is good enough. all I want is a paper delivered to my home address every day. My roads are not in that bad of shape, no reason for missed delivery. I understand weather may affect delivery times, but I still expect my paper. Once there is a return to daily deliveryi will be satisfied with the statesman response.Sincerely,*** ***

Thank you for contacting the Idaho Statesman My apology that you've had difficulty receiving your Select on Sunday & Wednesday If you do not have delivery by noon on Sunday or am Thursday, please leave me a voice mail or send me an email I will personally followup to get
this delivery issue resolved.If I may be of further assistance, let me know.Sincerely,*** ***

Mr***,
Thank you for contacting the Idaho Statesman regarding the expiration of your subscription As we discussed, I would be happy to honor your original expected expiration date, as it is not our intention for the premium days to take you by surprise Per your request, I will
reinstate your subscription with an expire and stop date of 10/21/ Please know that if you do subscribe in the future, that you will need to include the premium days in your payment in order to receive a full year including all taxes and charges
If I may be of further assistance on this matter, feel free to call me at ***
Sincerely,Brenda L**
CIS/Customer Service Manager

March 22, Dear Sir or Madam: Ms*** complaint is in reference to the Idaho Statesman's renewal policy. The Idaho Statesman makes every effort to communicate with our subscribers the need to cancel their subscription if they do not wish to renew. This message is communicated in
three different areas: 1. On the back of all our renewal notices it states, "Your subscription will continue until you call to cancel." 2. In the “How to Contact Us box” listed in the paper everyday it states “For your convenience, your subscription will automatically renew after the initial term at the current rate unless you tell us to cancel3. Item in our Terms of Services states: “If you have subscribed to the print edition of Idaho Statesman, your subscription will continue in effect after your initial subscription term unless and until you cancel your subscription or the account or service is otherwise suspended or discontinued pursuant to our Terms of ServiceYou must cancel your subscription before it renews to avoid any additional chargesWe will bill the subscription period amount plus any applicable fees or taxesIf you cancel your subscription, any remaining monies on your account will be refundedYou can cancel your subscription by calling 208-377-6200.” Ms*** made the proper attempts to cancel her subscription at the end of the termFor unknown reasons the cancellation was not entered into our systemWe have written off the accrued balance dueWe have also changed her account to cash only which requires a payment to start and will stop when there are no funds left on the account, this will prevent a balance from accruingI have spoken with Ms*** and explained how the balance accrued and that the account has a zero balanceMs*** appeared to be happy with the resolutionIf I may be of further assistance regarding this matter, please let me knowSincerely, Cris B*** Relationship Services VIP Agent 208-377-***@idahostatesman.comTell us why here

Thanks you for contacting the Idaho Statesman Per our conversation today, your account had not yet been refunded, due to a data entry error We have since processed and you should see that on your credit card some time soon If I may be of further assistance to you, don't hesitate
to contact me directly