The Morning Call

December 4, 2017MC Revdex.com Case#: ***Please accept our sincerest apology for the frustration you have experienced as a result of continued delivery service issues.Confirming our telephone conversation earlier today, we have been informed by distribution that the delivery contractor on this
route has resigned. Distribution will work on getting the paper out to subscribers on a timely basis while actively trying to fill the position with a permanent contractor.Again, we apologize for the inconvenience this has caused and appreciate your patience as we work in getting this matter resolved. Please do not hesitate to contact directly with any questions or concerns.Sincerely,Hope R***CSSS Team

November 29, 2014*** ***Regarding your complaint to the Revdex.com, file date 11/18/I would like to apologize for the billing issue and the delay in stopping your accountPlease use this letter as a confirmation that your account has been zeroed out.Please
feel free to contact me directly if you have any more concerns regarding this matter.Sincerely,Brenda HCirculation Ombudsman

below is the email trail sent to Mr*** and his response
Mr***
We’ve received your Revdex.com complaint case (filed date 8/7/15)
concerning the Morning Call Weekly paper.
Please accept my apology for the failure to stop the Morning Call Weekly
paper. I can understand the frustration
this has caused. I’ve contacted our
distribution team for a permanent resolution so that this does not happen again
in the future
Again, please accept my apology for the inconvenience this
has caused
If you have any more problems please don’t hesitate to
contact me directly
Sincerely,
Brenda H***
Circulation Ombudsman
Tribune Media Group
***
Brenda,
Thank youI appreciate
your attention in this matterI did not receive the paper last Friday so that
is a good start
Thanks again,
***

March 22, MC Revdex.com Case # *** Please accept our sincerest apology for the inconvenience and frustration you have experienced with our delivery serviceMsSK*** has confirmed speaking to you recently after our Operation Manager, PF* spoke to you directly regarding the challenges of the route being in transition and that we would have results soon. He also mentioned our new printing location, which caused carriers to run slightly behind schedule. It is regrettable that this situation led you to cancelling your subscription; however, we hope you reconsider and give us another opportunity. Again, we apologize for the inconvenience caused and should you have any further questions or would like to restart your subscription, please feel free to contact MsK***. Sincerely, Hope R*** CSSS Team

I did not receive my catty press paper on 2/11/but figured it would be delivered with my SatpaperDid not receive Saturday paper called times and was assured my paper would be deliverd that same dayNo paper was delivered, then I did not get my Sunday paper eitherCalled times and was again assured my papers would be delivered that same dayI asked the reason for no paper and was told there was no reason paper wasn"t deliveredI requested to talk to a manager and was told they didn't know his name or number but would put in request for the district manager to call meI have been calling every day since Saturday and requesting paper and call from district managerEach time I ve called I have been lied to and assured I will get my paperIt is now Wednesday 2/17/and still have not received my paper or a call fom district managerBesides unacceptable customer service, I believe this is theft of services that I paid for and breach of numerous verbal agreements This company obviously has no regard for business ethnics or customer satisfaction

Revdex.comI wanted to give you an update that we are still working on a resolution to cease the Morning Call paper for *** *** ***. I have been communicating through email following up with *** *** to confirm if the delivery had stopped. As of today, our weekend
driver is still leaving the paper at *** ***'s address. I have contacted management again for a permanent resolution.We are truly sorry for the delay in resolving this issue
Sincerely,
Brenda H***
Circulation Ombudsman
Tribune Media Group
***@tribpub.com

December 2, MC Revdex.com Case # *** This is in response to your concern forwarded to the Revdex.com on November 21, Please accept our sincere apology for the delay addressing your refund concern Following up with our finance department we found human
error was involved; refund was not expedited immediately upon original request. This has now been corrected and refund in the amount of $was issued on November 28, We thank you for bringing this to our attention and again, we apologize for the mishap, frustration and inconvenience causedSincerely, Hope R*** CSSS Team

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We aplogize for the delivery problem. Credit for the months missed have been applied to the account # *** extending the expire date to 11/11/15. Our delivery management team has been alerted to the problem and delivery will resume
face="Calibri">immediately
Thank youMrs.Shawn D***
National Services Supervisor
Tribune Publishing

below is a copy of letter mailed to *** ***
October 7,
Re: Case # ***
** ***
** *** *** **
Quakertown, PA ***
*** ***
Regarding your complaint to the Revdex.com,
file
date 9/24/I would like to apologize for the delay in responding to the billing
issue. I’ve viewed your account and your previous
promotion rate was due to expire on 7/4/15.
We mailed the first renewal notice on 6/6/15, second notice 7/4/15, and third
notice 9/13/15. We apologize that you
did not receive the first invoices through the United Postal ServicePlease use this letter as a confirmation that your
account has been zeroed out.
We appreciate your valuable feedback
If you have any additional questions, please feel free to
contact me directly
Sincerely,
Brenda H***
Circulation Ombudsman
Tribune Media
Group
*** * *** ***
Baltimore,
MD ***
***@tribpub.com
###-###-####

From: H***, Brenda Date: Thu, Nov 12, at 9:AMSubject: FW: Damage due to delivery-Revdex.com Case#***- *** *** account ***To: "[email protected]" Hello *** *** I’m waiting to hear back from *** *** as you can see from this
email trail I will respond to close out this case as soon as I hear back from *** ***. Sincerely, Brenda H***Circulation OmbudsmanTribune Media Group***@tribpub.com***From: H***, Brenda Sent: Thursday, November 12, 8:AMTo: *** ***Cc: H***, BrendaSubject: RE: Damage due to delivery Good Morning *** *** I am following up on my previous email sent on 11/ Was your damage property complaint resolved by MrG*** Please let me know so that I may close out your Revdex.com complaint.I look forward to hearing back from. Sincerely, Brenda H***Circulation OmbudsmanTribune Media Group***@tribpub.com From: H***, Brenda Sent: Thursday, November 05, 10:AMTo: '*** ***'Subject: RE: Damage due to delivery Hello *** *** I received an email from MrG***, he stated he had called you and provide you with his direct phone number Would you be willing to confirm if he covered the cost of your damage?I look forward to hearing back from you. Sincerely, Brenda H***Circulation OmbudsmanTribune Media [email protected] From: *** *** [mailto:***@***.com] Sent: Friday, October 30, 10:AMTo: H***, BrendaSubject: RE: Damage due to delivery Just wanted to touch base with you, because the Revdex.com has contacted me and is waiting for a response from me if this matter has been settled Please let me know if you've received any updated information.Thanks,Rosie From: ***@baltsun.comTo: ***@***.comSubject: RE: Damage due to deliveryDate: Mon, Oct 21:59:+0000*** *** Thank you for the email trail I will follow up with the manager of this area I will let you know of the outcome as soon as possible. Sincerely, Brenda H***Circulation OmbudsmanTribune Media Group***@tribpub.com*** *** *** From: *** *** [mailto:***@***.com] Sent: Monday, October 26, 5:PMTo: H***, BrendaSubject: Damage due to delivery I sent you the emails, most of them have attachments from previous emails, so you can see the responses, and how I was bounced around As of about Sep30, I didn't here anything from anyone, but then on or about Oct19, I got the bill for newpapers that were being delivered I called the office on that day pr a few days later, and all I got was someone telling me is was my responsibility to call and cancel the paper, because it is assumed that even though I only asked for a year subscription, they had the right to charge my credit card and continue sending the paper until I cancel it They said they had no record of any complaints I had put in for this damage or any other time I called to say that the newspaper was thrown into my garden or even on the lower roof one time That is when I decided to put in the compaint, because it seemed as if no one cared what I was calling about they just wanted their payments for the newspaper.I would never have contacted the Revdex.com had this problem been resolved instead of being ignored I know that it might seem like a petty item, but it was something that I cherished and it is not replaceable, and the delivery person that did this must have seen what they had done, the least they could have done was leave a note apoligizing for the damage, but instead I got ignored I will attach the photos of the damage in case they don't show up on the emails I forwarded.Thanks, *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
? Complaint: ***
I am rejecting this response because: Yes my paper has been delivered but the main problem is trying to get the message to the appropriate departmentIt took me at least phone calls .You call the paper's main delivery number and you get costumer service in the PhilippinesThey say they will pass message on and paper can be delivered the same day which it is notYou are also told someone with get back concerning the problem which never happensI had to call the Publishing editors office to be put to a concierge team at the local paper's officeNever in the numerous times I called the Paper was I informed about a concierge team or? given their numberAfter call the concierge team I was told? they actually contract the delivery out to another sourceI had to ask for that sources number which I contacted and he was very concerned looked into the problem and addressed the problemHe? was the one who called me backIf I would not have been persistent and am retired ,which gave me the time to make all these phone calls, I don't know if the problem would have been resolvedI Feel? that the Morning call should be? the one to follow up with the delivery system not the response ability of the consumer to have to follow up with the problemI feel that the Morning is ignoring the costumers complaints.? ? ? Unfortunately , I will be out of the area and not be able to respond to my e-mailsWould it possible to hold correspondence until after March 20th That you for your concern
Regards,
*** ***

below is copy of the email sent to *** *** ***
I am truly sorry for the service issues with your Morning
Call delivery.? I’ve reviewed your
concerns with our distribution team and Market Manager to work on correcting
your home delivery service
For your inconvenience I’ve
credited your account an
additional week.? As an Advocate for you
I will follow up with you to make sure the delivery has improved and the paper
is being placed in the newspaper box
Again, please accept my apology for the inconvenience this
has caused you
Sincerely,
Brenda H***
Circulation Ombudsman
Tribune Media Group
***@tribpub.com

March 9, 2018 ** Revdex.com Case # [redacted] Thank you for contacting the Morning Call in regards to delivery. Due to our ongoing review of your concern, we are requesting additional response time to this matter.  A final response to your inquiry will be available by Monday, March 19,...

2018.  We appreciate the opportunity to respond to your inquiry and hope that this request is acceptable to you. Sincerely,   Hope R[redacted] CSSS Team

November 22, 2017 MC Revdex.com Case # [redacted]                                        As of November 17, 2017, we have resolved the delivery concern. We have been informed by S. K[redacted] that she spoke to...

you on this day and immediately addressed the concern.  Subscription has been started for the Thursday & Sunday paper. Thank you for bringing this matter to our attention and we sincerely apologize for the inconvenience caused.  Should you have any questions regarding this matter, please do not hesitate to contact me at the number left on your voice mail earlier today. Hope R[redacted] CSSS Team

March 5, 2018 MC Revdex.com Case# [redacted] Thank you for contacting the “Morning Call” in regards to your Daily and Sunday subscription.  Here at the “Morning Call”, it is our intention to deliver the best possible service to all of our subscribers and we do apologize for any inconvenience you might have experienced due to communication issues with our Customer Service Department. We do understand your comment in regards to the necessity of contacting our Customer Service Department in regards to inquiries or assistance needed on your subscription.  Our Customer Service Representatives do make every attempt to resolve a customer’s issue immediately.  However, should you feel that you are not receiving the appropriate attention in regards to a previous subscription situation, please request that the representative transfer you to a Supervisor within that department who would be pleased to assist you in resolving the issue. We appreciate the opportunity to continue servicing your account and hope that the above-mentioned recommendation is of assistance to you in the future.  Should you have any further questions or concerns in regards to your subscription, please feel free to contact our Customer Service Department at ###-###-####. Sincerely, [redacted] CSSS Team

October 15, 2015
Re: Case # [redacted]                
[redacted]
Summit Hill, PA [redacted]
Please accept my apology for the service issues again. There
is a new contractor on the route and...

the Manager of this area will be working with
the contractor to get the service back on track. 
I have credited your account for an additional 4 weeks for
the service issues.  This credit will
extend your paid through 2/25/16.
Again, please accept my apology for the inconvenience.
Sincerely,
Brenda H[redacted]
Circulation
Ombudsman
Tribune
Media Group
501 N
Calvert Street
Baltimore,
MD 21278
[redacted]@tribpub.com
###-###-####

Revdex.comI wanted to give you an update that we are still working on a resolution to cease the Morning Call paper for [redacted]. I have been communicating through email following up with [redacted] to confirm if the delivery had stopped. As of today, our weekend
driver is still leaving the paper at [redacted]'s address. I have contacted management again for a permanent resolution.We are truly sorry for the delay in resolving this issue
Sincerely,
Brenda H[redacted]
Circulation Ombudsman
Tribune Media Group
[redacted]@tribpub.com

March 9, 2018 MC Revdex.com Case # [redacted] I am writing in response to your concern submitted to the Revdex.com. We sincerely apologize for the frustration you experienced.  Our records indicate that delivery to your home stopped on 12/10/17 due to non-payment.  On 1/17/18, payment...

of $15.45 for delivery of September 09, 2017 through December 09, 207 was received and posted to your account.  However, due to human error, we failed to process a specific code prior to the payment posting, which allowed the system to re-activate the subscription.  This restart, automatically prompted system to generate a renewal bill for new deliveries.  Account stopped upon your notification on 02/26/18 and balance pending of $14.94 was closed out. Here at the [redacted], we strive to provide the best possible service to our customers.  In light of what transpired, we canceled the charge for the September 09, 2017 through December 09, 2017 and refunded $15.45 earlier today.  You should see credit back on your account within 3-5 business days. Again, we apologize for the inconvenience caused and we hope you find this resolution satisfactory.  Should you have any questions, please feel free to call me at the number left on your voice mail earlier today. Sincerely,   Hope R[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I did speak wih mr y[redacted] and told him as of that day I had not gotten that sun paper yet I was kinda of shocked mr y[redacted] seemed more iinterested in my original letter to Revdex.com that I said someone should get fired or reprimanded  maybe that was an over reaction but the response to all my issues and remember I did not make these things up. the morning calls  response was  very poor, with after the whole thing was said an done I did not get the amount of papers I was promised  but also mr y[redacted] mentioning the fact that I put stuff in caps which I did not know meant being angry or screaming  I have a flip phone do not send many texts that aside he also said nothing would make me happy, how about just getting what I was promised in a response that susan  sent to Revdex.com she said I would get 1/17/18   1/18 /18    1/22/18 papers well I never got wed 1/17/18  I did get  1/14/18 paper on 1/25/18 in my drive way what good was that paper ads had expired 5 days earlier I did finally get my paper in the mail friday agaiin ads being expired the next day. so I will ask the question if my experience happen to mr y[redacted] or susan would you think it was ok im really surprised mr y[redacted] seem to blame me for me not getting the paper. I know sometimes companys record phone calls was mine recorded  when susan hung up on me for know reason, I did try to reach out to mr y[redacted] about these things he never returned my call this response will do know good unless its sent to robert y[redacted]
Regards,
[redacted]