Kansas City Star

Dear Ms***,This is a simple case of miscommunicationMr*** was subscribed to Wednesday and Sunday delivery instead of Wednesday through Sunday deliveryI have adjusted his subscription appropriately and contacted the carrierHis subscription change will take effect on June I have
contacted the carrier to ensure he knows that his paper delivery scheduled has changed and will be extending his account for additional weeks for his inconvenienceI have provided my contact information to prevent this from happening again in the futureI will be following up with him on Monday, June 13, to make sure that his Wednesday through Sunday delivery has resumed and to update him on his new expiration dateMr*** has assured me that he is happy with this resolution and will contact me if that changes.Thank you for bringing this matter to my attention.*** ***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Mr***,I am sorry for your frustration The Star has taken the appropriate action and the carrier will be replaced in less than two weeks now I do now understand your statement that no one has called you back You and I spoke on February 6th With the exception of calls received today that I have not listened to yet, I do not show I have received a call from you since that date.Sincerely,*** ***Audience Distribution and Delivery Director

I am rejecting this response because:This has been the daily response from the KC Star since BEFORE the first of January We continue to pay our bill - and continue to have NO PAPER, NO SERVICE and NO DELIVERY! When the problem is corrected, we will withdraw this complaint

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.The Star contacted me on Monday and again on FridayI've gotten my paper every day this week and I am thrilled that this has been resolved
Regards,
*** ***

I am rejecting this response because:I just reported the matter todis not resolved until we as a neighborhood receive consistent delivery of the Star.Regards,
*** ***

[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.
I will monitor the problem for any further issuesI appreciate the credit to my account
Regards,
*** ***

Revdex.com. The customer did call and complain about his missed papersA complaint was sent to the supervisor and distribution supervisor I'll put in an complaint to the VP so they may be able to correct this issue

Received an email from subscriber today and they did receive their Sunday paper.I replied that if they need any help in the future they have my phone number and email address

[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 Assumed Answered]
Complaint: ***
I am rejecting this response because:*** is correct - I asked to no longer receive her assistance *** was caring and responsive for the pieces she could influence. The VP at the Star that contacted us (email only) only asked if we wished to cancel our subscription There was no effort to talk to us or resolve all of our grievances - only offered to let us terminate our subscription is the balance to be issued within a couple of weeks We should receive the check in 7-days We are so battle weary from poor delivery and poor customer service plus being extremely disappointed that a VP just wants to get rid of us, that we agreed to cancel the subscription.What was not resolved is the time and energy and stress of being on the phone repeatedly with a customer service support line that offers no customer assistance and months of not having online access to the digital subscription until the Revdex.com became involved This is so disappointing and discouraging After 20+ years of being a subscriber, I tried to allow the Star to step up but it was only in filing a Revdex.com complaint and making a *** Messenger post that I got any local attention anywhere The customer service department is off shored and complaints are rarely resolved That is what my complaint primarily is.I don't really care to have any more interaction with the Star But I do think my complaint should factor into their Revdex.com overall rating somehow.
Regards,
*** ***

Something has happened with the delivery of my newspaperNow for several weeks the delivery of my paper has been hit and miss and mostly missedAfter I contacted Revdex.com this past Wednesday I did get my paper on Thursday but then I did not get a paper on Friday or this morning which is SaturdayThere seems to be no live person to talk to most of the timeIt is all automatedI have contacted you after the past several weeks of hit and miss deliveries because I simply do not know what else to do.I know my subscription is up to dateI have paid for the newspaper and am not getting it for all the days for which I have paidA person named Jeannie did call me AFTER I had complained to Revdex.com, and she gave me her number to call if I had further problemsI called her number on Friday and I called her number this morning and all I have gotten is a recordingI have left messages, but to no avail. I want my account to be credited for the days I have not received my paper which now amounts to days of no newspapers in the past several weeks.I would like some indication from the Kansas City Star that they will definitely correct this situationIf they cannot correct the problem and get the person who delivers the papers to get the paper to my home every day for which I have subscribed, then I want to cancel my subscription and I want my money back

Dear Ms***,After investigating into this complaint and talking to the customer, I learned that this customer has been having delivery issues for over weeksI called the distributor and they let me know that the old carrier of this route was not doing their job so they hired another carrier
from another route to throw this customers paper last weekThey assured me that it takes about two weeks for carriers to perfect their route and they would talk to himI promised the customer I would follow up with her Today, Wednesday 18, to make sure she received her paperI added an additional weeks to her subscription for her troubles and when I called her back, she had received her paper. I have promised to follow up with her again, on Monday, May 23, and if she has received her paper, I will feel comfortable saying this issue has been resolvedI can not apologize for the delay in the response to her complaint enough timesShe has my contact information if she has any further questions or concerns. *** ***Audience Consumer Advocate*** *** ***, Kansas City, MO 64108***###-###-####

Very nice subscriber states they are receiving the paper now. She has my name and number should anything else come up!

Our Delivery Services Manager, Ron D***, has spoken with the subscriber and they are now receiving the newspaper We sincerely apologize for the delivery issuesWe can be contacted at ###-###-####, or ###-###-####, for any further issues or concerns.Thank you,The Kansas City Star Customer Service Department

Dear Ms***,After talking to ***, I learned that he had subscribed to the Kansas City Star for days a week in early February and it had not started yetHe told me that he has been subscribed to receive a Sunday Only New York Times and because our carriers deliver NYT as well I had an
inkling as to what the issue wasWhen *** subscribed to the day delivery of the KC Star, the address was imputed wrongI fixed the address and contacted the carrier*** also wanted the papers to be thrown closer to the building door and I have been assured that the distribution company would work with the carrier to get the paper closerBecause the address was in the computer wrong the subscription was not properly sequenced in the carriers paperworkI believe this matter is resolved but I will be following up with the customer regularly until he is assured that there will be no more issues. I also talked to finance to ensure that his account as adjusted to make up for the time that he had not been receiving his paper. Thank you for bringing this matter to our attention,Dakota C***Audience Consumer Advocate###-###-####

I filed a complaint on November 20, against the Kansas City Star because they would not stop delivering the paper to my father’s home. I had requested that they stop delivering the paper on November 13. They finally stopped delivery on November after emails from
people at McClatchy newspapers, the owner of the Star. As far as I am concerned, this problem is now resolved. Thank you for your help. *** ** ***

I don't know if it is too late to modify my initial response but I finally got into contact with *** ***I wanted to add some additional comments to case number: *** *** ***As well as crediting her account for weeks and monitoring her delivery, I also will be correcting her billing addressShe mentioned that her paper was being thrown everywhere and rarely could find it so I am contacting the distribution company to see about getting the paper on the sidewalk by her apartment She was very adamant about having some one she could go to about everything and I told her that I would be happy to help her in any way I can in the futureI only work Monday - Friday so I will supplying her with additional phone numbers she can call while I am out of the office. She is moving later in the year and was worried how that would affect her service but I assured her that we can transfer service with her move. Thank you,Dakota C***Audience Customer Advocate###-###-####

Our Delivery Services Manager is working to resolve the delivery issues with this subscriber's account in Odessa, Mo He has also spoken with the subscriber Our sincere apologies for the issue We will credit the subscribers account for mis-deliveries Should the subscriber wish to contact us further we can be reached at 816.234.4513, or email us at [email protected] you,Kansas City Star Customer Service Department

[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 Assumed Answered]
Complaint: ***
I am rejecting this response because: Am I to accept Kansas City Stars response that it takes a month to start the subscription and delivery? Their response is avoiding their inappropriate actionsI spoke to and communicated times to the Kc Star and they still would not start my paid for subscriptionWhy would they not start the delivery I paid forNot doing so is fraud! Why is this business allowed to conduct business like this? I see in need to seek Missouri's Attourney General for assistant in this matter
Regards,
*** ***

[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,
*** ***

Our Delivery Services Manager, Ron D***, spoke with this subscriber on August 11th, The subscriber was receiving his newspapers at that time Our apologies for the delivery issues the subscriber has experienced Should the subscriber have further delivery issues or concerns,
our hotline is 816.234.4513.Thank you,The Kansas City Star Customer Service Department