The Idaho Statesman

Mrs***,
It was a pleasure to speak with you In reference to the non-delivery of your newspaper, I appreciate that you will be contacting me directly if this continues I am working with my service team to get the delivery issue resolved I have made your account whole, as
we certainly do not wich to charge you for something you're not receiving Please stay in direct contact with me any time there is a delivery issue, so I can follin a timely manner
Sincerely,Brenda L**
208-377-
***@idahostatesman.com

We have spoken with the customer and the delivery issue has been resolved We have asked that if she has any further issues, that she contact our office right away.*** ***

Complaint: [redacted]I am rejecting this response because:  I tried to contact Brenda this morning, and she is on an extended leave until next Wednesday. I didn't want this issue closed until I can speak with her. I will try to contact her again next Wednesday. 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. Sincerely, [redacted]

Mrs. [redacted],
Thank you for contacting the Idaho Statesman.  Per our conversation, the special you signed up for did not include the TV Book for which there is a $0.50 per week charge.  Because of this, the carrier did not have one to deliver to you.    As a good will gesture, I...

added the TV Book for the following weekend at no additional charge.  
Please accept my apology that we were unable to resolve this issue in a timely manner.  Since you were dissatisfied with the service and cancelled the subscription, I have cleared the balance due.  
If I may be of further assistance to you, please let me know.
Sincerely,
Brenda L**
CIS Manager
208-377-6378

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.
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. The 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]

Mr. [redacted],
Thank you for contacting the Idaho Statesman.  Our full published rate for the Idaho Statesman is $12.50 per week.  Any rate less than that is subject to a rate modification each time you subscription comes up for renewal.  With that said, we certainly do not wish to lose...

you as a subscriber.  I see that your subscription is set to be stopped on July 27th.  I have changed your rate to match that which you requested, so if you wish to continue your subscription, please call me at the number listed below, and I'd be happy to remove the stop.  
If I may be of further assistance to you, please let me know.
Sincerely,Brenda L**
CIS Manager
208-377-6378

[redacted] Thank you for contacting the Idaho Statesman regarding your missed deliveries.  We have credited your account for your reported missed deliveries 12/14 and 12/15, along with two weeks credit for your inconvenience.  It is our expectation that our carriers will deliver your...

paper each day 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 208-377-6370.  If at any time, this service fails you, you may [redacted] directly to follow-up. If we may be of further assistance to you, our direct contact information is shown below. [redacted]
[redacted]                [redacted]
[redacted]              [redacted]
[redacted]             [redacted]
[redacted]             [redacted]

Complaint: [redacted]
I am rejecting this response because: In the almost 12 weeks (Sunday marked 11 weeks since singing up in December 2015) since signing up for the "select" AKA YES! paper, I have NEVER received a single delivery of the newspapers to my home. Despite SEVERAL complaints EVERY Sunday about not receiving either the Wednesday or Sunday paper at my home. I find it sad that it took filing a complaint with the Revdex.com to actually get someone's attention on this matter even though I have called and emailed to complain about non-delivery at my home. I have received canned responses from the three customer service reps that have responded to my complaint emails giving me bull crap responses about being forwarded to managers and district managers with obviously no intent on doing so to begin with. I have kept every single response that I have received from all these customer service reps since this entire thing has started.  I do not understand what is so hard about this delivery person dropping my paper at my home other than I live in a trailer court. I see the papers being delivered all up and down the main road (N. [redacted] RD) when I drive down it but the delivery person is too lazy or is discriminating against me due to having to come into my trailer court. 
Sincerely,
[redacted]

Thank you for contacting the Idaho Statesman.  As per our conversation on July 3, 2017, we appreciate your feedback and truly do value every reader we have -- and want to keep them.    We value journalism, and are passionate about finding ways to fund it.  As I am sure you know,...

the media has faced dramatic revenue declines in advertising in the past decades.  To respond to that, we have to charge our customers more than we historically have in the past.  The ones that pay less are offset by those who pay more.    Our published rate is $16 per week for 7 day deliver (publish this rate daily in our paper).  Your parents were at a 16 percent discount at $13.50 per week.  In light of the rate increases being within our normal procedure we are denying the refund of the disputed amount requested.   It is very hard to fund the journalists, sales reps, carriers and others who put out a publication that we believe is vital to our community.  Please know we are not trying to penalize anyone; we are trying to fund something we truly believe in, and we hope you believe in too.    Dynamic pricing is not a perfect model, but we use it so we can get on new subscribers and hope that they eventually will stay with us and pay us the full rate.    If you need further assistance you may reach me at [redacted]@idahostatesman.com or 208-377-6377.   Sincerely, Cris B[redacted] Relationship Services VIP Agent

[redacted],It was a pleasure speaking with you this morning.  My apology that we did not resolve the delivery issue sooner.  As we discussed the papers were being delivered on the garage side of your house, but that location has been corrected.  Since the delivery location has been...

resolved and the carrier is aware of your location request, we shouldn't have any further issues.  If I may be of assistance to you in the future, contact me directly at [redacted]@idahostatesman.com. Sincerely,Brenda L**CIS/Customer Service Manager

[redacted]It was a pleasure speaking with you today.  Per our conversation, we will not be renewing your subscription upon expire.  I have honored your original expiration date as of this time and exempted you from Premium Content day charges through the first quarter of 2016. ...

Please know that it is not our intention to misrepresent our billing policy.  Our rates & premium day charges are printed on all invoices & renewal notices along with the publisher's box generally found on page A4 of the newspaper each day.  If I may be of further assistance to you on this matter, please contact me directly.
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the full refund of my last payment, $96.46 is satisfactory.  However, I am not interested in continuing my subscription with Idaho Statesman, and will stay canceled, due to the experience of their customer service practices.  I only got a response from them when I filed a complaint with the Revdex.com. All I originally wanted was to speak to a customer service rep about applying the missed deliveries to my account in the beginning, but due to the inability to speak to anyone and the run around that I got when I did, I have no desire to do any further business with the Idaho Statesman.  Sad company practices for a local company.Sincerely, [redacted]

Mrs. [redacted],
Thank you for contacting the Idaho Statesman.  I'm sorry for your loss!  I'm also not pleased to hear that you've been frustrated when contacting our customer service department.  If at any time I may be of assistance to you, I'd be happy to take care of you...

personally.
In researching your account it was shortened by the premium content days.  I'd be happy to restart your account and credit your for those days as we surely were not trying to take you by surprise.   Due to feedback such as yours, we have made changes to our kiosk sales.  Please let me know if I may restart your account, giving you credit for the time you expected.  If I may be of service to you at any time in the future, I can be reached at 208-377-6378.
 
Sincerely,
Brenda L**
CIS / Customer Service Manager

[redacted] Thank you
for contacting the Idaho Statesman.  In
an attempt to keep our subscribers informed, our Premium Content days are
listed in the newspaper daily, on invoices & renewal notices, and a notice
is published in the paper prior to each premium publication.  It is...

not our intent to surprise you with
these charges.  Per your request, I will
credit your subscription $25 for past premium days.  For future reference, when paying your
subscription, note the value of the premium days which will publish during the
term paid.  Add that amount to your payment,
for a maximum of $19 for a 52 week term.  If I may be
of further assistance to you in this matter, please contact me at 208-377-6378.
[redacted]

[redacted]My apology that the Yes paper continued after you'd placed your stop request.  As per our conversation this morning, delivery of the Yes paper has stopped.  If for any reason you have further issues with this matter, don't hesitate to contact me for...

assistance.[redacted]
[redacted]
[redacted]
[redacted]

February 22, 2018 Dear Sir or Madam: Mr. [redacted]'s 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 cancel. 3.        Item 12 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 Service. You must cancel your subscription before it renews to avoid any additional charges. We will bill the subscription period amount plus any applicable fees or taxes. If you cancel your subscription, any remaining monies on your account will be refunded. You can cancel your subscription by calling 208-377-6200.” We have written off his balance due and changed his account to cash only to prevent a future balance due.  In addition we have closed the account with A.R.M. collection agency. If I may be of further assistance regarding this matter, please let me know. Sincerely, Cris B[redacted] Relationship Services VIP Agent 208-377-6377 [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. Sincerely, [redacted]