The Morning Call

[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]

October 15,
Re: Case # [redacted]
"margin-bottom:0in;margin-bottom:.0001pt">[redacted]
[redacted]
Summit Hill, PA [redacted]
Please accept my apology for the service issues againThere
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 weeks for
the service issues. This credit will
extend your paid through 2/25/
Again, please accept my apology for the inconvenience
Sincerely,
Brenda H[redacted]
Circulation
Ombudsman
Tribune
Media Group
N
Calvert Street
Baltimore,
MD
[redacted]@tribpub.com
###-###-####

Mar 31, 2016Customer is located in IL. We spoke to him and he had numerous issues with his listing early on. He reached out to our old call center (we no longer have in-house and have since outsourced), and never got a resolution. He wanted a $500 refund but agreed to $250. We did a check request on...

2.18.16 and made him aware of a 4-6 week window for receipt of refund check. He is still active on our site and there have been no issues with his listing since we last spoke.Sheila K.Director Sales and Operations

November 21, 2014First and foremost, I want to apologize in the delay of starting your [redacted] subscription. Your [redacted] subscription was scheduled to start on Thursday, November 20th.
Per our conversation your first paper arrived on Thursday as scheduled.
Should you have...

any more problems or concerns please don't hesitate to contact me.Thank you for your valuable feedback.
Sincerely,
Brenda H[redacted]
Circulation Ombudsman

March 12, 2014
[redacted]
Regarding your complaint to the Revdex.com filed on 3/7/14. I would like to apologize for the service issues. Per our conversation you will see some improvement with delivery here. The Manager of this area is working diligently to get the...

service back on track.
Thank you for your patience and understanding.
Please feel free to contact me directly if you have any more problems.
Sincerely,

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 13, 2014
[redacted]
Regarding your complaint to the Revdex.com filed on 3/2/14. I would like to apologize for the service issues. After viewing your history I can understand your frustration. I've contacted our distribution team and Management to correct the...

delivery here.
While Management work on getting the service back on track, our staff here will contact you every Saturday and Sunday for the next 4 weeks to confirm delivery.
Please feel free to contact me directly if you have any more problems with the delivery here.
Again, I do apologize for poor service.
Sincerely,

May 17, 2014Regarding your complaint to the Revdex.com filed on /214, I would like to apologize for the poor service and the delay in responding to your complaint.I have contacted our distribution team, as well as The Director of Distribution to follow up and correct your...

service. Per our conversation I will follow up with you on Wednesday May 21.Again thank you for your patience and opportunity to get your Service back on track.Sincerely,

Be;low is a copy of the email trail sent to [redacted]
I am truly sorry we’ve failed to start your [redacted]
 service.  I’ve contacted the Market Manager of this area and
received notification that we can deliver and correct your service.
Would you be willing to give us the opportunity to prove we
can deliver and provide the service you deserves? 
 Again I am truly sorry and look forward to hearing back from
you.
Sincerely,
Brenda
H[redacted]
Circulation
Ombudsman
Tribune
Media Group
[email protected]
 
[redacted], 
 
   Thank you for following up with this issue. After over 3 months of
contacting the Morning Call I finally received my papers last Saturday (8/8/15)
and Sunday (8/9/15) along with this past Saturday (8/16/15) and Sunday
(8/16/15). Yes I would be willing to allow you to prove that you can deliver
and provide services to me. Hopefully contacting the Revdex.com is
what they needed to start the service and maintain it. If any further issues
arise I will be in touch again. Thank you 
 
Stephanie L[redacted]

March 23, 2017 MC Revdex.com Case#:  [redacted] I’m writing in response to your concern submitted to the Revdex.com.We wish to apologize for the inconvenience on inconsistent delivery of your Morning Call newspaper.  Concern was addressed with our distributor and delivery...

contractor for immediate resolution.  Paper should arrive as scheduled hereon; in the paper tube, Wednesday through Sunday.I was happy to hear, during our telephone conversation yesterday afternoon, that paper was delivered as scheduled.Again, please accept our apologies, and should you have any further questions or concerns in the future, please feel free to contact our Customer Service Department at ([redacted].  Sincerely, Hope RiveraCSSS 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

November 30, 2016
serif;">    MC Revdex.com Case# [redacted]     Please accept our apology for the trouble and inconvenience you have experienced in getting a copy of the November 16th paper. As promised, during our telephone conversation last week, I followed up with our local distributor and they were surprised to hear you had not received the paper since complaint was dispatched and noted on their end as delivered.   Our intention to service our customers as they expect is very important to us.  Therefore, a copy of the Nov 16th paper was mailed (USPS) out to you yesterday (Nov 29th).  You should receive it within the next day or two. A voice mail was also left for you with this information and my direct contact number in the event you had any questions.   We again apologize and hope you find this resolution satisfactory.     Sincerely, Hope R[redacted]    CSSS Team

Be;low is a copy of the email trail sent to
[redacted]
I am truly sorry we've failed to start your [redacted]
service. I've contacted the Market Manager of this area and
received notification that we can deliver and correct your service
Would you be willing to give us the opportunity to prove we
can deliver and provide the service you deserves?
Again I am truly sorry and look forward to hearing back from
you
Sincerely,
Brenda
H[redacted]
Circulation
Ombudsman
Tribune
Media Group
[email protected]
[redacted],
Thank you for following up with this issueAfter over months of
contacting the Morning Call I finally received my papers last Saturday (8/8/15)
and Sunday (8/9/15) along with this past Saturday (8/16/15) and Sunday
(8/16/15)Yes I would be willing to allow you to prove that you can deliver
and provide services to meHopefully contacting the Revdex.com is
what they needed to start the service and maintain itIf any further issues
arise I will be in touch againThank you
Stephanie L[redacted]

Starting in August of 2016, The Morning Call delivery in my area has gotten absolutely horrible. My newspaper is not delivered at least twice a month. I have called their customer service as directed to notify them of a "missed delivery" and each time I am promised that a newspaper would be delivered the same day and each time, no paper was delivered. I then started to email the head of the circulation department about the issue and each response is...."Sorry, but we only have temporary delivery drivers right now". And this is acceptable? The Morning Call made an offer through Groupon to anyone that wanted to subscribe for the amount of $10.00 for a one year subscription. It sounded like a good deal so I signed up and paid for the subscription way in advance. Now, I feel that The Morning Call is discriminating against me because I only paid 10 bucks for the subscription that they offered and that they could care less if I don't get all of the issues that I paid for. I feel that if I had paid their full subscription price, they might do more to fix the situation. If The Morning Call does not want to honor what they offer, the shouldn't make any offers. I did not receive my newspaper on Dec. 24 and yet again, was promised that said newspaper would be delivered that day and once again, no paper was delivered. This is unacceptable. I want what I paid for. The Morning Call service is shameful and they hide behind their customer service reps that really can't do anything to help. The fact that they do not have a steady delivery person on my route is not my problem. It is up to The Morning Call to make sure that their customers receive the product that they are selling and that is paid for in advance. Shame on The Morning Call.

From: H[redacted], Brenda <[redacted]@baltsun.com>Date: Thu, Nov 12, 2015 at 9:53 AMSubject: FW: Damage due to delivery-Revdex.com Case#[redacted] account [redacted]To: "[email protected]" <[email protected]>Hello [redacted] I’m waiting to hear back from [redacted]...

[redacted] as you can see from this email trail.  I will respond to close out this case as soon as I hear back from [redacted].  Sincerely, Brenda H[redacted]Circulation OmbudsmanTribune Media Group[redacted]@tribpub.com[redacted]From: H[redacted], Brenda Sent: Thursday, November 12, 2015 8:36 AMTo: [redacted]Cc: H[redacted], BrendaSubject: RE: Damage due to delivery Good Morning [redacted] I am following up on my previous email sent on 11/5.  Was your damage property complaint resolved by Mr. G[redacted].  Please let me know so that I may close out your Revdex.com complaint.I look forward to hearing back from. Sincerely, Brenda H[redacted]Circulation OmbudsmanTribune Media Group[redacted]@tribpub.com    From: H[redacted], Brenda Sent: Thursday, November 05, 2015 10:07 AMTo: '[redacted]'Subject: RE: Damage due to delivery Hello [redacted] I received an email from Mr. G[redacted], 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[redacted]Circulation OmbudsmanTribune Media [email protected] From: [redacted] [mailto:[redacted]@[redacted].com] Sent: Friday, October 30, 2015 10:05 AMTo: H[redacted], 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: [redacted]@baltsun.comTo: [redacted]@[redacted].comSubject: RE: Damage due to deliveryDate: Mon, 26 Oct 2015 21:59:43 +0000[redacted] 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[redacted]Circulation OmbudsmanTribune Media Group[redacted]@tribpub.com[redacted] From: [redacted] [mailto:[redacted]@[redacted].com] Sent: Monday, October 26, 2015 5:46 PMTo: H[redacted], 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 Sep. 30, I didn't here anything from anyone, but then on or about Oct. 19, 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 1 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, [redacted]

We have reviewed the consumer's account and would first of all like to apologize for the delivery problems she has been experiencing. It is evident that she has been calling on Thursdays for the past several months to get her Thursday paper delivered. We have been in direct contact with...

the Route Contractor and Marketing and Circulation Managers in her area to ensure that this issue is given immediate attention. A courtesy call was also made yesterday (Thursday), to see if the paper was delivered as scheduled but the consumer was not available. We have also processed an 8 week credit on the consumer's account for the inconvenience she has experienced.

I
would like to apologize to the customer for the persistent problems. I have
been speaking with our Director...

of Operations concerning the delivery in the customer’s
delivery area. He is aware of the problem and has informed me that the area is
being assigned a New Distribution company within the next few weeks. While I
understand a credit may not be the result the customer is seeking, I have
issued a month’s credit to move the expiration date to 09/04/16 from 08/06/16.
We expect to see improvement within 2-3 weeks and a follow-up with the customer
will be done to insure satisfactory delivery is in place. Thank you
 
Acct [redacted]

We apologize for the frustration you have experienced regarding the delivery service. We have addressed your delivery concern with the local distributor requesting immediate resolution. They will be reaching out to the delivery contractor to ensure that your newspaper is delivered as scheduled....

Please expect to receive courtesy calls to check on your delivery. We have applied credits for the papers not received through today, extending your subscription expire date till 9/14/2018. Our Customer Service can be reached at ###-###-#### during the hours of 7am through 5pm Monday - Friday. Saturday and Sunday hours are 7am through 12pm. Should you have any further questions or concerns please contact me at the number left on your voicemail earlier today. Sincerely, Heather CSSS Team

May 9, 2017 MC Revdex.com Case#:  [redacted] I’m writing in response to your concern submitted to the Revdex.com. We wish to apologize for the inconvenience you have experienced as a subscriber to the Morning Call newspaper.  Concern was addressed with our distributor and delivery...

contractor for resolution.  Papers should arrive as scheduled hereon; every Sunday.  They will also, do a drive by verification for two weeks to ensure delivery contractor is on track. I was happy to hear, during our telephone conversation yesterday that paper was delivered this past Sunday, May 7th.  Message regarding delivery time was forwarded to the delivery contractor. We appreciate the opportunity to continue servicing your subscription account and should you have any further questions, please do not hesitate to contact our Customer Service Department at 1-800-666-5492.   Sincerely, Hope R[redacted] CSSS Team

I have reviewed the complaint and would first like to extend our apology for the delivery issues, misunderstanding of the billing, and his issue with our vacation credit policy, I will contact and explain to the consumer how to process a stop and a start. As far as the credit for missed paper, the...

consumer lives in an area that does not re-deliver, and in that case we always credit the account and that credit will extend the paid through date. I will personally contact the Distribution Manager in the consumers area for resolution and will follow up with the Manager and with the consumer for the next couple of weeks. I will also credit his account for one month as a courtesy for his trouble.