The Morning Call

January 9, 2017 MC Revdex.com Case #: [redacted] I am writing in response to your concern submitted to the Revdex.com on December 29, 2016. Please accept our sincere apology for the frustration you have experienced with our delivery service.  Upon receipt of your concern, it was addressed...

with our distribution team and regional managers for immediate resolution.  I was very pleased to hear, during my follow up call to you earlier today, that service improved and papers were delivered accordingly. As a valued subscriber, we will do everything possible to ensure the Morning Call continues to deliver as expected, every Wednesday through Sunday.    Again, we apologize for the inconvenience caused.  Should you have any questions or problems, please do not hesitate to contact me at the number left on your voice mail last week. Sincerely, Hope R[redacted] CSSS Team

March 6, 2014
**. [redacted] ;
Regarding your complaint to the Revdex.com filed on 2/22/14. I would like to apologize for the sen/ice!issues. I can see that you've called several times to have your service fixed. The Director of Distribution is aware of the...

issues and is working diligently to get the service back on track.
While we work on rebuilding our carrier force and get your service back on track, we'd like to extend your service for 1 month.
We appreciate your patience and understanding.
Sincerely,

[redacted]
Please accept my apology for the service issues and the
delay in responding your complaint. I
was able to speak with [redacted] concerning your home delivery service. I've contacted our distribution team to work
on correcting your home delivery service
to get the service back on
track.
I've asked our local staff here in Baltimore to give you a
call on Sunday to confirm if the paper was delivered
Again, please accept my apology for the inconvenience this caused
you
Sincerely,
Brenda H[redacted]
Circulation
Ombudsman
Tribune
Media Group
N
Calvert Street
Baltimore,
MD
[redacted]@tribpub.com
###-###-####

November 3, 2014[redacted]Regarding your complaint to the Revdex.com, file date 10/23/14. First I would like to apologize for the delay in responding to your questions about the Premium charges.On August 12, 2013, our Marketing Department sent out post cards...

notification to all our Morning Call subscribers informing of the charge for the Premium Edition. All subscription may include up to six Premium issues per year. This notice is on all billing invoices, ezpay notice, Kiosk sales, all receipts through door solicitation as well as special offers through the mail. Prior to the change there was no additional charge.| will notate your account so that we do not charge you for any of the premium editions.Thank you for your valuable feedback.Please feel free to contact me directly if you have any additional questions.Sincerely,
Brenda H
Circulation Ombudsman

July 30, 2014
Regarding your complaint to the Revdex.com filed on 7/20/14. I would like to apologize forthe service issues. I’m glad the paper was delivered for an entire week and placed in between your door.Our Customer Service will follow up with you over the next two...

weekends to confirm if the service has been satisfiedAgain apologize for the service issues and appreciate your patience.Sincerely,Brenda H[redacted]Circulation Onibudsman Tribune Publications

[redacted]I've sent you an email request to confirm if the Weekly Morning Call paper was not delivered on your property.  It has been two weeks since our last email conversation. I was assured by our distribution team the delivery would be stopped.  Please let me know.I look forward to hearing back from you.Sincerely,
Brenda H[redacted]
Circulation
Ombudsman
Tribune Media
Group
[redacted]@tribpub.com

March 6, 2014
[redacted]
Regarding your complaint to the Revdex.com filed on 2/19/14. I would like to apologize for the service issues. I'm glad this week you've seen some improvement with the delivery. Management is working diligently to get the service...

back on track.
While Management work on getting your service back on track, we'd like to extend your service for 2 weeks for your inconvenience
Thank you for your patience and understanding.
Sincerely,

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I sent an email to [redacted] on Dec 29, 2014.The email  included all of contact information for [redacted]As of today Feb 8, 2015 [redacted] has still not received her Sunday paperand I have not heard from the Morning Call in several weeks.
Regards,
[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I would have to purchase the Morning Call at the supermarket which would cost about $2.50 just for the Sunday addition.  Don't they have anyone who can deliver the newspapers?   Is my whole neighborhood going without deliveries?
Regards,
[redacted]

below is the email trail sent to Mr[redacted] and his response
Mr[redacted]
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[redacted]
Circulation Ombudsman
Tribune Media Group
[redacted]
Brenda,
Thank youI appreciate
your attention in this matterI did not receive the paper last Friday so that
is a good start
Thanks again,
[redacted]

March 8, 2014
Regarding your complaint to the Revdex.com filed date 2/26/14. I would like to apologize for the service issues and the property damage. I've contacted our distribution team and they are aware of your delivery request. Per our conversation i've applied $19.99...

credit to your account for the property damage and an addition 2 weeks credit for the delivery issues.
Please feel free to contact me directly if you have any more problems or concerns.
Again, thank you for your patience and understanding.
Sincerely,

October 15, 2014
Regarding your complaint to the Revdex.com, filed on 10/2/2014. I would like to apologize for the delay in responding and the free papers coming to your address. Per our conversation your address has been added to our do not deliver list. By doing this you will...

not receive any more free samples subscription from The Morning Call.Again apologize for the inconvenience this has caused you.Thank you for your valuable feedback.Please don’t hesitate to contact me directly if you have any more problems.Sincerely,Brenda HCirculation Ombudsman

[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]

Dear [redacted],Ref:Complaint ID [redacted] - [redacted]Please accept our sincere apology for not responding to your previous communications. Ms. Brenda H[redacted] has been out of the office since early this year and we have just become aware of the pending complaint and would like to get it...

resolved as quickly as possible.  We would greatly appreciate if the complaint could be reopened so we could be given the opportunity to address the issue for [redacted]. However, we would like to request some additional information from him so that we can locate his mother-in-laws account. He mentions that her name is [redacted] and that she lives in Weisport, PA but we need him to provide her full name; complete address and the phone number that's associated with her account, if applicable.We are confident that we can get this issue resolved in a timely manner and to [redacted]'s satisfaction.Thanks.

[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]

below is copy of the email sent to [redacted]
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[redacted]
Circulation Ombudsman
Tribune Media Group
[redacted]@tribpub.com

This is about the 3rd or 4th complaint I filed on The Morning Call. For the last month I have only been getting my Saturday paper instead of Saturday and Sunday like I paid for. I've been missing all my inserts and coupons and when I call I'm told we will inform the driver to re-deliver in which they never do. This past weekend I didn't get my paper on either day and I called to complain and was told it will be re-delivered and we'll file a complaint. This past Sunday I saw the delivery person at the end of my block when I was going to the store delivering the paper. Paper is also delivered hours past the delivery time.Desired Resolution: Delivery of OrderDesired Outcome: I would like to have my paper delivered every Saturday and Sunday without issues. I would also like the driver to be fired for not delivering my paper.

In regards to Ms. [redacted]'s Complaint ID# [redacted].  An attempt to contact the customer by phone was not successful as there was not a way to leave a message.  An email message was sent to the customer to inquire on the status of her current delivery . Meanwhile, I have been...

in contact with our delivery management to correct the issue and have placed a 9.00 creidt on Ms. [redacted]s account number [redacted].  Thank you.
 
Mrs. Shawn D[redacted]

below is copy of the email sent to [redacted]
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[redacted]
Circulation Ombudsman
Tribune Media Group
[redacted]@tribpu

November 30, 2016     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