The News & Observer Publishing Company

Improper deliveryOur driveway is more than 40 feet wide. Between it and the street there is a depressed gutter that catches rainwater and delivers it down the hill. When it rains, the water in the gutter becomes 1-2 inches deep. There are mulched areas on both sides of the driveway. When the paper is thrown into the mulch, it gets coated with dirt and can collect bugs. The proper place ti deliver our paper is the driveway, not in the gutter or mulched areas. Our deliveryman is still throwing the paper into the dirt 10% of the time and dropping it into the rain gutter about 30% of the time. Last Sunday it rained and the paper in the rain gutter was completely soaked. It has been wet several other times since I last complained. I have lost count of the number of times I have complained to the paper.Desired SettlementWe want credit for last Sunday's paper.But most of all, we want a delivery person who throw the paper into a 40-foot driveway from five feet away and who does not drop the paper in the rain gutter where it is at risk for getting soaked. I would also like the phone number of the man's supervisor so I can call directly if the problem continues. I have complained to the paper's circulation department about 15 times in 2 years and found that it is a complete waste of time.Business Response [redacted] Name and Title: [redacted] Phone: XXX-XXX-XXXX[redacted] Email: [redacted]@newsobserver.comOur apologies for the delivery problems and We will be glad to correct the delivery issue and credit the subscriber's account for one month. I will need the subscriber's home address or account number in order to proceed with correction of this issue. Please email the account number or address to [redacted]@newsobserver.com. Thank You![redacted]Sr. Distribution Mgr.The News & ObserverXXX-XXX-XXXXConsumer Response I am pleased with the response but hope that something can be done to put an end to the problem. I doubt that many people complain, but many others in [redacted] are annoyed about the careless way that papers have been delivered for the past two years. I will email my address to Mr.[redacted] as requested.Final Consumer Response

I have attempted to [redacted] the company numerous times regarding my subscription without response. I am also being billed for my service twice.I have been attempting to change my service with N&O for the past six weeks. I sent my first request through their ticket submission on 6/21/16 (ticket number XXXXXX-XXXXXXXXXX) requesting a change of address on my account as I was in the process of moving that week. I also was requesting a change in the frequency of my service. I submitted this ticket per the instructions from the company's FAQ section (http://support.newsobserver.com/kb/index.php?action=article&id=35&relid=2). I received no response for this ticket but upon checking the site the next week I see the ticket was closed. I submitted a second ticket (ticket number XXXXXX-XXXXXXXXXX) to ask why the first was closed. This ticket was sent on 6/20/16 and its status is still "not viewed" when I look online. In the meantime I start getting mail forwarded to me at my new address saying I owe N&O 12 dollars. The letter includes the name and email of a customer service specialist ([redacted] that I should contact to resolve the payment issue. I call and leave Ms. [redacted] a voicemail and also send her an email explaining that I have been trying to change my address for the paper because right now I am paying for a paper that I do not receive. I also tell her that I have paid the 12 dollars due (I have record of this on my credit card statement as well as an emailed receipt from N&O). I do not receive a response from Ms. [redacted] This email and payment take place on 7/19/16. Yesterday I get another letter forwarded from my old address, dated 7/28/16, saying that I still owe 12 dollars and to contact a different person, [redacted]. I have emailed Mr. [redacted] to alert him to this situation but given I have tried to resolve this issue numerous times without success, I have decided to file a complaint in hopes that I can reach someone at the News and Observer to officially cancel my account. When logging onto my account today I see that I owe an additional 6.48 which I'm assuming means I am continuing to get newspapers delivered to my old address. I am not willing to pay this money as News and Observer was alerted to my move and desire to change my subscription well over a month ago.Desired SettlementI would like my account to be officially cancelled and the remaining charges waived.Business Response I attempted to contact Ms. [redacted] via telephone (left 2 voice messages) and via email with no response. I sent her a confirmation email that account has been stopped, balance removed, and refund processed back to credit card. This address each of her concerns. I also left my contact information once again in email.Consumer Response My issues with the N&O have been resolved, thank you for your assistance. Final Consumer Response

Improper delivery of newspaperI have complained about the delivery service at least eight times since the current driver took over, but nothing has changed. We have asked that the paper be left in our driveway, which is 30 feet wide. At least half the time it is left among the plantings below the driveway, which means that that the plastic bag will be covered with dirt, which is a nuisance because I not only have to handle it but have to wash and dry the plastic bag in order to recycle it. It also means that sometimes the paper will be wet because we have a sprinkler system or the grass is wet with dew. Two weeks ago, the delivery person missed the driveway by 15 feet, landing it in the middle of our lawn, so that I had to cross the entire (wet) mulched planting area to get it and had to clean my shoes as well as the wet, dirty plastic. Placing the paper in our driveway actually takes LESS effort than throwing it into our planted are. The paper's management has assured me that the circulation manager and driver will be or has been spoken to, but the paper has been improperly placed about half the time since they said this.Desired SettlementI want three things. First, I want the paper to be properly delivered. Second, I want the company to (a) ask the driver to explain why has kept placing the paper in the wrong place and (b) tell me what he says. Third, I want a 30-day free extension of the paper to compensate me for the time and aggravation involved in this matter.Business Response Contact Name and Title: [redacted] HD Mgr.Contact Phone:[redacted]Contact Email: [redacted]It is the desire of The News and Observer to provide our subscribers with quality deliver service and we acknowledge that we have not provided this for Mr. [redacted]. Our distributor who handles this area will be notified in writing and verbally as to the complaint and will ask that the carrier provide an answer to Mr. [redacted]'s questions listed as (a) and (b). I will provide a second follow up response to this case once the carrier and distributor has provided The News and Observer with these answers. Lastly, The News and Observer will gladly issue a 60 Day credit to Mr. [redacted] for his inconvenience which is twice the amount of credit requested. Consumer Response We are very pleased with your response.Thanks.Final Consumer Response

Unwanted Delivery of newspapers.Stop delivery of all publications to my house. Now and in the future until I specifically request otherwise.I have contacted the News and Observer numerous times in the past 2 months (and also a few years back) regarding the unwanted delivery of one of their publications. Most recent is the Garner-Cleveland Record.I do not want ANY delivery from the News and Observer or it's associated companies whatsoever.I have asked them to stop delivery yet they continue. This equates to throwing trash in my yard.Their typical response, only IF they respond, is that the delivery person is 'new' and that they will fix the situation. To date they have not stopped delivery.Maybe they should ask people if we want their product first before trashing our yards.For what it's worth; I also see their newspapers piling up in other peoples driveways while travelling around my area. It is unsightly.Desired SettlementStop delivery of all publications to my house. Now and in the future until I specifically request otherwise.Business Response [redacted] Name and Title: [redacted] Sr. HD Mgr.[redacted] Phone: XXXXXXXXXX[redacted] Email: [redacted]@newsobserver.comThe News and Observer acknowledges the complaint by the resident. Our policy is to stop delivery of the newspaper when requested by the resident. We apologize for these mistakes by the newspaper carriers.Consumer Response The deliveries have stopped. At least so far. Thank you! I understand it is the companies policy to stop delivery when requested by the resident but I still don't understand why it took so long for the company and carrier to comply.Final Consumer Response The papers are being delivered again.Revdex.com Complaint Case# [redacted] (Ref#XX-XXX-XXXXXXXX-X-XXXX)

Delivery Problem poor management servicesI received an email promotion for July 4th for the newspaper to be delivered on Sundays for $1.00. So I signed up for the paper what a nightmare my subscription was support to start July 12, 2016. I never received my paper on Sunday the first week I called and informed them that I didn't get my paper reported it so they bought me a WEDNESDAY paper on Wednesday of that week. I call to tell them that I didn't subscribe to the weekly paper just on SUNDAYS only. The next week they bought it on Monday what dummies. Then the next couple of week I didn't get anything. Called them on July 25, 2016 talked to a supervisor by the name of **. She was some what helpful but not much she did contact the [redacted] located in New Bern who also deliver News and Observer papers to allow me to pick up a copy of the newspaper. Call her this week to let her know she never returned my call so I called back to speak to the manager what an air head I had to repeat my self 100 times. So ended up asking him how do I cancel my subscription to get ,my money back. Please help this is a dumb company.Desired SettlementDelivery the newspaper on SUNDAYS or offer additional six months of newspaper or allow me to pick a copy up each week at the [redacted].Business Response I talked with Ms. [redacted] on Tuesday, August 23 and will arrange for the start of a Sunday News & Observer to her address beginning August, 28th. Ms. [redacted] agreed to delivery at no charge for a period of time and we will call her to see if she wishes to subscribe after the sample period ends.[redacted]Sr. Distribution Mgr.The News & Observer

receiving papers and are not wanted and not requested.I have been receiving the [redacted] paper. I have not requested this paper and do not want it thrown into my driveway. I have sent several (at least 6) emails requesting them to stop. I have received confirmation emails that they would stop, but they continue to be delivered.Desired SettlementI would like the delivery of the papers to stop immediately!!Business Response [redacted] Name and Title: [redacted] Phone: XXX-XXX-XXXX[redacted] Email: [redacted]@newsobserver.comWe will follow up to make sure the unwanted deliveries are stopped at this address.Consumer Response I received another newspaper yesterday. I plan to file a complaint with the local police department as well as seeking the advice of a atttoneyFinal Business Response We have communicated to our distributor to permanently stop delivery of the [redacted] to the address indicated in the complaint. We will follow up with the distributor going forward to make sure this issue is totally resolved. [redacted] Sr. Distribution [redacted]The News & Observer

I had a subscription for 52 weeks of daily newspaper delivery and the newspaper says I owe more money even though I canceled within 52 calendar weeks.In August of 2015 I renewed my subscription for 52 weeks of daily delivery of the newspaper. In July of 2015 I received a notice saying my subscription expired something like July 23rd, well short of 52 calendar weeks. Before the end of the 52 calendar weeks, I called the newspaper to cancel the subscription. I was told that I owed $15.79 for newspapers received since my subscription expired. I informed them that 52 weeks had not passed since the renewal. They spilled off some nonsense about a number of newspapers counting twice. There had been absolutely nothing on the renewal notice to give any indication that 52 weeks meant anything other than 364 calendar days. As of now, I have refused to pay the additional amount because I do not believe I owe it. The chief reason for my non-renewal was the tremendous increase in the 52 week subscription to $499. Sometime later I received a call offering a 52 week subscription for $130. I accepted and was told delivery would begin in a few days. A couple of days later, I received the following email:Thank you for your interest in subscribing to The News and Observer. Unfortunately, we were unable to process your new subscription order due to a past due amount of $15.79 for newspaper delivery from 07/23/2016 to 08/02/2016. This is for your account XXXXXXX. We certainly value your business and would love to have you back as a customer but we would need to receive a payment for the outstanding balance before starting new service. If you would like to pay the balance due and start a new subscription, please call our customer service department at XXX-XXX-XXXX or remit payment to the address listed below. Remit to: The News and Observer Circulation Department PO Box 3020 Livonia, MI XXXXX Your credit card was not charged. We apologize for any inconvenience. Thank you for your interest and support to the News and Observer. Sincerely, [redacted]Interactive Services Representative The News and ObserverI do not believe that I owe them any money and I think it very misleading to tell someone that a subscription is for 52 weeks when there is no intention of providing a newspaper for 364 days. The fact that some newspapers may be considered premium papers is irrelevant. The contract was for daily delivery of newspapers for 364 calendar days.Desired SettlementI want the $15.79 the newspaper says that I owe them deleted, and I want to receive the newspaper at the rate quoted and accepted by telephone. I also think the newspaper should change its renewal form to accurately describe what a subscription entails. If 52 weeks means something besides 364 calendar days then the subscribers should be able to tell that from the form.Consumer response:Complaint is resolved

Have made multiple requests to stop delivery of the [redacted] News. This paper is part of the Raleigh News and **server.I travel extensively. Having wet newspapers piled up in my driveway is a sign that no one is home. It encourages break ins and theft. That is why I have made repeated requested to stop delivery of this free newspaper. ** June 12 I wrote [redacted] delvery manager with this request ** July 8 I wrote Mr[redacted] and [redacted] Senior Distribution Manager, News and **server. I provided a photo of the wet newspapers Today August 8th I wrote the same 2 men with another photo taken yesterday.Desired SettlementNo more papers delivered to this address.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@newsobserver.comWe have discussed the service issue with our distributor for the [redacted] area. We were advised that a [redacted] News was delivered in error by a new carrier on the route. We have advised our distributor that he must maintain an updated no throw list of homeowners that do not wish to receive the [redacted] Newspaper. We also advised our distributor that it is his responsibility to make sure new carriers for his distributorship have the current no throw list for their route and that all stop requests are honored. A private message was also sent to the consumer outlining our resolution to this situation.Consumer Response I appreciate their response but the proof is in the pudding. They have made the same promises twice before.Final Business Response Our goal is to make sure that delivery of the [redacted] News does not occur ever again at the consumer's address. We have taken multiple steps to make sure this issue is totally resolved.

I love the paper when it is delivered !!!! I have been a subscriber for about 4 months and have not been able to get consistent delivery of my Sunday Paper. I get it most other days but for some reason I have not received my paper on 4 Sundays now and I am extremely frustrated with the News and Observer customer service line that must be located outside of the US as the individuals have a difficult time relating to the issue of a missed delivery. Then trying to reach someone locally has also proven very difficult and frankly I doubt anyone at the News and Observer cares about my delivery issues. My dissatisfaction is as much about my inability to speak to someone locally that cares about my delivery issues as it is about the missing Sunday papers.","neg-1

I am letting my subscription to the N&O expire. However, the business threatens to continue charging me after the subscription expires.I am letting my subscription to the N&O expire. However, I have received an email from the business (shown below) which attempts to bully me into keeping the service stating that after the subscription expires, they will continue delivery and expect that I will pay. The link provided in their email only enables payments. It does not provide a method to cancel a subscription.It is not a customer's responsibility to stop delivery of a service when a subscription expires. This kind of bullying by the N&O is reprehensible. I tried submitting a complaint to the N&O and their website failed when I hit submit.Below see their bullying email.Urgent Service AlertNews and Observer 6:00 AM Keep this message at the top of your inbox NewslettersTo: [redacted]@hotmail.com[redacted]@reply.newsobserver.comTo view this email as a web page, go here. Red and White Logo[redacted] URGENT SERVICE ALERT [redacted]Dear N&O Subscriber,Thank you for subscribing to our newspaper. Your News & Observer subscription will expire next week. Please click the link below to make a payment. If you don't take action, we will continue to deliver the paper until you notify us otherwise and you will be responsible for the cost of newspapers delivered newsobserver.com/myaccountDesired SettlementThe N&O should send me an email apologizing for their bullying and indicate that they will not attempt to charge me for their product after my subscription expires.Business Response Spoke to customer via telephone and explained renewal policy. Explanation resolved to his satisfaction. His account will be stopped at expiration.

News & Observer has been e-mailed twice, without any response/acknowledgement. N&O has wrongly billed and stopped delivery before contract end date.First request on 26 February 2016 to N&O, and SECOND REQUEST on 2 March 2016 to request refund of unused funds of $10.34 as N&O has prematurely stopped delivery, as well, N&O has wrongly assessed additional payments that should not have been charged to my account as the agreed upon subscription was for 13-weeks; moreover, the account was paid in full for the full 13-week period in advance of the subscription start date via my credit card in the amount of $19.20.ACCOUNT FACTS:On January 12, 2016, I made an on-line subscription at www.newsobserver.com (e-mail attachment provided to N&O as proof of order), where I purchased a 13-week, Sunday Only subscription for $13.00, and that was paid on-line using my credit card in full for the amount of $19.20 (attachment of credit card billing summary (screen shot) provided as proof). This was far more than the advertised introductory price of $13.00 (plus tax). The subscription start date for first delivery was scheduled for January 17, 2016; however, this delivery was missed and News & Observer Customer Service was e-mailed on Monday, January 18, 2016, and I was notified via on-line transaction message that a credit of one-additional delivery would be issued for the missed delivery.However, on February 26, 2016, I received a final notice from N&O (though as stated in previous correspondence, I never received a first notice) that renewal was past due; however, the renewal date for this 13-week subscription would be April 17, 2016, not February 19, 2016 as stated in the notice and on-line account details (attachment of evidence was submitted). Moreover, the on-line account summary as of February 26, 2016, showed amount due in the amount of eight-cents (attachment provided); however, as of 2 March 2016, it now shows the amount due is $1.08 (attachment of N&O on-line account summary was also submitted). N&O stopped delivery service on February 28, 2016.News & Observer has clearly made an billing/subscription mistake, and as in breach of fulfilling the subscription; as such, News & Observer owes me the remainder of the balance for unused/unfulfilled subscription of $10.34.I had requested acknowledgement of my requests, but since N&O has not provided such response, and has wrongly billed my account since it was already paid in full. It is my hope that filing a complaint with the Revdex.com will offer an alternative means to seek final resolution of N&O wrongly charging my account and stopping delivery prior to agreed terms/end subscription date.Desired SettlementMy previous requests to N&O, and again re-started in this Revdex.com complaint is, as follows:1) REFUND of unused funds of $10.34, which is the remaining balance as only six of the 13-weeks were delivered, AND correct account billing to show credit due, not balance due.Since N&O has stopped delivery, I DO NOT want the subscription to complete as I believe this company will continue to employ unethical/illegal business practice of over/duplicate-billing and seeking renewal subscription prior to end-of-subscription term.2) News & Observer to CEASE and DESIST in using my personal identifiable information (PII) for any marketing purposes (internally and with any of its affiliates/third-party organizations); furthermore, as afforded by Federal & State privacy laws to delete my PII from its systems, to ensure that no future contact by this business is made.I DO NOT want to ever be contacted by N&O as their lack of ethical professionalism has ensured that I never will use their service again.Business Response Spoke to customer via telephone and explained all concerns. Agreed to refund full amount to credit card. Resolved to customer satisfaction.Consumer Response As of March 12, 2016, request (1) is resolved as financial institution shows credit issued by News & Observer (N&O).Final Consumer Response

Sunday delivery does not occur with regularity. N&O does not respond to messages left regarding delivery issues.We are scheduled for Sunday paper delivery. Six times in the last 6 months the paper has not been delivered, including 4 times in the last 2.5 months. Their website claims ' We offer same day redelivery from 7:00 a.m. - 11:00 a.m. on Sundays' but the only action is to leave a message on an automated system and I have yet to receive a return call or paper. A few weeks ago(9/4/16) I opted out of leaving a message with the delivery automated system and was directed to a general service tier 1 who told me that my complaint would be forwarded and I would receive a call back, no call came. After the paper was not delivered again this week (9/18/16), I went through the same process again. After several calls I reached a general tier 1 agent, who informed me that there was no other number I could call for assistance and could not give me a name or number for a supervisor or subscription services since even she did not have that information.I paid for a full year of Sunday delivery and can not guarantee with any accuracy if the paper will actually appear and am unable to get any response from the News and Observer to deal with my issues.Desired SettlementI would like to be contacted by someone in subscription services who can actually handle my complaint. Refund me for the papers that have not been delivered and ensure proper delivery of the paper with additional consequences for their failure to meet the paid subscription.Business Response [redacted] Name and Title: [redacted] Phone: XXX-XXX-XXXX[redacted] Email: [redacted]@newsobserver.comWe have contacted the subscriber as requested and issued two months of credit to the subscriber's account. We also notified our distributor for the subscriber's delivery area and have been assured that delivery has been corrected.