The Washington Post

From: H[redacted], Rich
font-family: arial, sans-serif;"><[redacted]@washpost.com>Date: Mon, Mar 23, 2015 at 3:37 PMSubject: Revdex.com [redacted]To: "[redacted]@[redacted].com" <[redacted]@[redacted].com>
We have received your communication regarding your account with The Washington Post.
We value our relationship with subscribers. We are sorry that you had so much difficulty.
In an effort to put our customer’s first, we have credited your account $67.34. Your account at [redacted] is stopped and you do not have a balance.
 
Rich H[redacted]
 
_______________________________________________________________________________<...⇄ /> Rich H[redacted]
Director of Consumer Marketing
The Washington Post
[redacted]@washpost.com
###-###-#### phone
###-###-#### fax

May 21, 2014
Dear [redacted]:
I am sorry you rejected our response. Its unfortunate we have no record of your cancellation; however, we continued to deliver papers to your address in good faith. After weeks of continued delivery, this should have been an indication that we had no service stop for you in our database. Because we value your longtime service with The Post, I removed $31.35, which leaves a remaining balance of $57.79.I hope we can reach an amicable agreement.

August 6, 2014
Dear [redacted]:I am sorry to hear about your husband’s illness. A credit of $24.58 was applied to your newspaper account on March 10, 2014, for a temporary service stop from February 3, 2014 to March 2, 2014. As you requested, you will no longer receive calls or mailers...

from us in the future. Should you reconsider renewing your subscription, we will honor all future vacation stops on your account.Thank you for the opportunity to resolve this matter and for subscribing to The Washington Post.Greg F. 
Vice President Distribution & Customer Care

June 30, 2014
Dear [redacted]:   
I am sorry that you have decided to cancel your longtime service with The Washington Post. As you requested, we have removed the balance from your account and (suspended service,I apologize for the inconvenience this has caused...

you and sincerely thank you for being a Washington Post subscriber.Respectfully,
?

August 17, 2014Dear [redacted]:Enclosed is your $13.94 refund. I apologize for the inconvenience we caused you; and that such a small request took months to resolve.Thank you for the opportunity to resolve this matter and for subscribing to The Washington...

Post,Respectfully,Gregg FVice President Distribution & Customer Care

[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]

I am disappointed with the recent publication of the political cartoon by the Washington Post, depicting the children of Senator C[redacted] as trained monkeys. Attacking the children of a politician is in very poor taste. Suggest the Post may wish to consider reviewing items for publication more carefully.
Thank you for your attention.

Date: Tue, Mar 1, 2016 at 11:41 AMSubject: Revdex.com [redacted]To: "[redacted].com" <[redacted].com> Dear [redacted]:Thank you for taking the time to write concerning the delivery of SavingsNow! to your home at [redacted]. I apologize that this is being...

delivered incorrectly to your home. SavingsNow! is a product that is only delivered to households that have requested it. We have thoroughly investigated this and it appears that a neighbor at 12405 requested the product and there potentially was confusion with the carrier.We have notified the local distributor and carrier so that this will not occur again.Thank you for contacting us and I once again apologize for the issue.Rich H

January 12, 2014
Dear [redacted]:I am sorry to hear that you were not notified that your subscription would switch to the regular subscription rate after the 52-week promotional offer. All of our new subscription offers includes language that specifically states that the subscription...

will continue at regular rate unless you call to cancel.Unfortunately, our records do not indicate a request to stop prior to November 17, 2014, and so the $51.90 balance was for service from 9/30/14 to 11/17/14, when we do show a request to stop service. -We apologize for any inconvenience and we will be happy to refund your payment ($41.50) from 10/10/14 rather than the November stop date. We will also make sure the delivery is permanently suspended and that no further balance remains on the account.We appreciate your feedback and hope you will reconsider renewing your Subscription. Please do not hesitate to contact me, if you have any questions or concerns. Thank you for subscribing to The Washington Post.Respectfully Gregg F.
Vice President Distribution & Customer Care

February 19, 2015Dear [redacted]:
Thank you for your recent letter to Stephen H[redacted], President and General Manager of The Washington Post, regarding the delivery issues [redacted] has experienced with her Sunday Washington Post subscription.
We have addressed the...

delivery issues with our delivery agent and will ensure consistent service for [redacted] going forward. Additionally, we contacted [redacted] and assured her that service issues will be corrected.Be assured of my continuing interest in the quality of The Washington Post subscription services. If I can be of any further assistance, please do not hesitate to contact me.
Respectfully,
Gregg F.
Vice President Distribution & Customer Care

November 2, 2015
Dear [redacted]:I am in receipt of your letter regarding K[redacted], Silver Spring, Maryland, [redacted].Our records indicate that [redacted]’ Washington Post subscription was started on November 20, 2014. I am sorry to hear that [redacted]...

[redacted] was unaware that her Post subscription would convert to the regular subscription rate after the promotional offer expired. The authorization voucher she signed included language that specifically states that the subscription would continue at regular rate unless the subscriber contacts us. Her subscription was paid with a credit card in the amount of $27.81, which paid her account through January 14. 2015. We continued delivery in good faith until June 9,2015. when her account was stopped for non-payment. Prior to June 9, [redacted] received three billing statements—4/12/15, 5/12/15 and 6/11/15. The first time we were notified by [redacted] that there was a problem with her newspaper delivery was on June 19, 2015.Because we value our customers and want them to be satisfied with delivery and the customer service that we provide: her balance of $105.85 has been cleared and her credit card payment of $44.86 has been credited to her account.Respectfully,
Gregg F.
Vice President Distribution & Customer Care

June 5, 2014
Dear [redacted]:I am sorry to hear about the multiple bills you received after your requests to suspend service. We have suspended service and removed the balance from your account,Again, I apologize for the inconvenience this has caused you and sincerely thank you...

for being a Washington Post subscriber.Vice President Distribution & Customer Care

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, albeit minimally so.  
Separately, I am sending a letter to Mr. Greg F[redacted], VP for Distribution and Customer Care of the Washington Post. Although I accept his letter of apology, it contains 2 significant errors which are important to correct; I am also recommending changes in Washington Post's policy of automatic re-enrollment.
I wish to thank the Revdex.com for ushering this resolution which clearly would not have occurred without your intervention.
Regards,
[redacted]

Thank you for your letter regarding being put on our do not mail and call list.
I have put your current address of [redacted] [redacted], VA [redacted] and daytime telephone...

of ###-###-#### on our do not mail and call list.
 
I can not ensure that any future address you move to is put on the list unless you contact us directly as we can not predict where you might move.
Thank you for contacting us and we hope one day to have your back as a customer.
 
_______________________________________________________________________________<...⇄ /> Rich H[redacted]
Director of Consumer Marketing
The Washington Post
[redacted]
###-###-#### phone
###-###-#### fax

August 5, 2015
Dear [redacted]:Please accept my apology for the inconsistent delivery of your Washington Post newspaper. I understand that our zone manager contacted you to discuss your delivery issues and a resolution was reached to your Satisfaction.
We have credited your...

account $6.70 for the missed delivery. Also, our Washington Post Independent Agent, [redacted], will monitor delivery of your newspaper going forward.Thank you for being a loyal subscriber to The Washington Post.
Respectfully,Gregg F. 
Vice President Distribution & Customer Care

November 4, 2014Dear [redacted]:Thank you for your recent letter to [redacted], President and General Manager, regarding [redacted]’s newspaper account.I am sorry to hear of [redacted]'s delivery issues. We have tried to contact him by phone and email for resolution. A...

voicemail was also left on the number provided, but we have not received a response. However, we credited [redacted]'s account in the amount of $14.80 (8 weeks) as a sign of good will. We have also worked with the agent to clear up any delivery issues and hope this will resolve all issues that [redacted] experienced. We look forward to having him as one of our valued customers in the future.Thank you for the opportunity to resolve this issue,Respectfully,
Gregg F
Vice President Distribution & Customer Care

January 12, 2014Dear [redacted]:
I read your complaint to the Revdex.com concerning the repeated problems you encountered with your Washington Post subscription. Please accept my apology for the inconvenience this has caused you. We are working to improve customer service;...

and your feedback gives us the opportunity to monitor and improve all aspects of our service. As you requested, the $32,50 balance was removed from your account.Again, we appreciate your feedback and hope you will reconsider renewing your subscription. Please do not hesitate to contact me, if you have any questions or concerns.
Respectfully,
Gregg F
Vice President Distribution & Customer Care

February 19, 2015Dear [redacted]:
Thank you for your recent letter to Stephen H[redacted] President and General Manager of The Washington Post, regarding the delivery issues [redacted] has experienced with her Sunday Washington Post subscription.
We have addressed the delivery issues with our delivery agent and will ensure consistent service for [redacted] going forward. Additionally, we contacted [redacted] and assured her that service issues will be corrected.
Be assured of my continuing interest in the quality of The Washington Post subscription services. If I can be of any further assistance, please do not hesitate to contact me.Respectfully,Gregg F.Vice President Distribution & Customer Care

February 24, 2016[redacted] Revdex.com of Metro Washington DC and Easterm Pennsylvania 1411 KST. N.W., 10" FloorWashington DC 20005-3404Ref. ID# [redacted]Dear [redacted],Thank you for notifying The Washington Post concerning a filing of a complaint with your agency.Our top...

priority is to resolve all complaints immediately when possible. Whether it's a current subscriber or non — subscriber to the Washington Post,With that in mind, on February 19, 2016, the distributor for that area was informed of the complaint by me and he quickly addressed the complaint with his carrier to assure that the Washington Post delivery stopped. Please inform the customer that there was no charges accrued for the delivery of the Washington Post Newspapers that he received.Upon receipt of this letter, please consider this issue resolved.If you have further questions, please feel free to call me at ###-###-####. Once again, thank you for helping us to resolve this customer complaint.

[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.  It is disappointing that the Post still seems to want to charge a fee that in the end will ensure that I never buy a Post again. Seems like a bit of a waste for $57! It is either a reflection of a penny pinching mentality or a company so devoid of customer service as to be on it way out!
Regards,
[redacted]