Kansas City Star

Dear Ms***,After following up with the customer I learned that their paper delivery has returned to since 5/I informed them about the distribution company and how they are on their way out and how I cant promise perfect delivery but I can promise that I will be here if they need
anythingI am crediting their account for an additional weeks to proactively take care of any delivery issues that may happen between now and AugustBest case scenario: their paper delivery remains consistent until this distribution company leaves and they received four weeks of free papers as a giftI just don't want our customers to feel that they are not getting the product they are paying forThis residence has my contact information and has promised to keep me updated on their delivery.Thank you for bringing this matter to my attention.Dakota C***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

I apologize for the delivery issues you have experienced A new carrier began delivering this area four weeks ago We will work with her to resolve the missed, incomplete and late deliveries A district manager will also sight verify your delivery the next few days and then spot
check for a few weeks Please do not hesitate to let us know if you have a delivery problem in the future as that is how I know if a carrier is performing to our expectations or not.Sincerely,*** ***Audience Distribution and Delivery Manager

Dear ***I am sorry to hear about your delivery issuesIf you would rather talk to some one locally, we have two lines that connect you to customer service representatives in the officeThe numbers are ###-###-#### and ###-###-####If you prefer to email we are growing our day a week
local team to be able to respond to emails sent to [email protected] can also contact me directly, my contact information is provided belowWe are currently reforming our deliverySoon the carriers will have the option to redeliver their own papers and a time-proven company from Texas is coming in to take over two thirds of our delivery and help teach the rest of the distribution companies to be more precise and efficient. Thank you for your readership.Dakota C***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Dear Ms***,After calling the customer on March 21, I sent out a messenger with the papers they had missed and still wantedI contacted the distribution company to figure out why they weren't receiving their paper since the vacation stop and then asked finance to credit their account for all
of the days the papers were delivered while they were on vacation and the days they have missed since they returned. During my follow up phone call I made today, I was happy to hear that since I stepped in their delivery has been excellentTheir papers have arrived every day, on time, where they want the paper to be thrownThey assured me they would call to let me know if any further issues arise.Thank you for bringing this matter to our attention.Dakota C***Audience Consumer Advocate###-###-####

Dear Ms***,Thank you for bringing this customers worries to my attentionI requested that the finance department review Ms***s account in response to this complaintThey found that her refund is correct as it is.With that said, Ms*** started the newspaper through our Sales
Crew, she would have received a copy of her signed receipt at the time of her order, that stated there are additional charges for Premium editions and those editions are spelled out on the back of her receipt Those additional charges totaled $during the length of her subscription We are happy to refund those charges back to her original form of payment.Please rest assured The Kansas City Star is audited by Internal Corporate Auditors and External Independent Auditors twice a year andsometimes more If Ms*** has any further questions or concerns, I encourage her to contact me directly. Thank you,Dakota C***Audience Consumer Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

I just wanted to respond by email
to let you know that I have been getting the paper on a regular basis except for days in the last weeks.I called the Star and got a fast responseSince then we have received the paper straight daysI now believe all is now in order.Two items: When I first filed the complaint with you I typed my address wrong as *** and it should be ***.The paper contacted me and got the correct address.Also, I was waiting to let you know that all was now ok until the end of this week to be sure, but I got your email today to let me know since no response your the file was being closed.I called your office today and told them I was sorry for not letting them knowI told them I sure appreciated your help in getting my problem resolvedI now have a contact with the paper in case the problem comes up again.Thank you very,very much.*** *** * *** ***

Dear Ms***,I am sorry to hear about your delivery issuesI contacted the distributor this morning and let them know you are not getting a paperI provided them a map of the current subscribers by you and your personal house descriptionPlease continue to utilize our automated phone line
and customer service department to report missed papers as they charge the carriers for each missed paper and enable us to track our problem areasIt is my intention that you do not miss another complementary Sunday StarThank you for your readership. *** *** - VIP SpecialistThe Kansas City StarCustomer Service ###-###-####

Subscriber was happy to report that the paper is coming on a daily basis. Although one was missed last week. Gave subscriber the local number to call if they have any more problems

[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,
*** ***

Angry women, cussed a lot and yelled into the phone. BUT the good news is she is receiving the paper. Would like to receive it earlier and I've sent the carrier a note She has my number.Jeanie

Our customer service representative, Tina D***, spoke to the subscriber by phone today She also corrected the expiration date on the account to 5/27/16, and sent the subscriber confirmation by email.We are terribly sorry for the issues the subscriber has experienced Should she wish to reach out to us again, she can email Tina D*** at td***@kcstar.comThank you,The Kansas City Star Customer Service Department

Hello,I sincerely apologize for the delivery issues you have experiencedPlease be advised that our carriers are not employed by the Star, but rather through distribution contractorsYour complaints have indeed been escalated to the home delivery director as well as the distribution manager who is
in charge of your carrierThe late delivery issue has been addressed so that the problem can be correctedYour account has also been given one month of credit for the inconvenience. Thank you,

Our sincere apologies for the billing issue the subscriber experienced The Groupon payment has been applied to the subscriber's account A phone message was left for the subscriber by our Customer Service Specialist, Phyllis G*** However, we have not received a return call
Should the subscriber wish to contact Phyllis, she can be reached at ###-###-####, or p***@kstar.com.Thank you,The Kansas City Star Customer Service Department

Dear Ms***,This is a follow up update:1) I have called the customer to monitor their delivery regularly with in this past weekShe has not spoken with her parents about delivery since Saturday, however, delivery is still regularly late.2) I contacted the distributor to emphasize the
importance of delivering the paper at the appropriate time.This matter is still being handledI am calling Ms*** to find out about delivery tomorrow.Thank you,Dakota C***Audience Consumer Advocate###-###-####

Dear Ms***,I am sorry to hear of Susans delivery issuesShe said that her delivery has significantly improved since March 9, but they still are only getting one Sunday paper or they are coming lateI called the carrier to ensure they knew that this address gets two Sunday Stars because they
are also subscribed to the Odessa paper and they come with a Sunday Only subscriptionI promised to follow up with her today, Monday April and I left a voicemailI hope to hear that she received both papers, on timeI will continue to monitor her delivery and am available for any further issues.As always, thank you for bringing this matter to our attention.*** ***Audience Consumer Advocate816-234-

Our customer service representative left a message with the subscriber today and apologized for not taking care of her concerns timely The $charge on the account was adjusted in full and newspaper delivery is setup to begin immediately.Again our apologies for issues the subscriber
experienced Our representative also left a number for the subscriber to call for any other concerns.Thank you,The Kansas City Star Customer Service Department

Dear Ms***,This matter was resolved though the Customer Service DepartmentI have tried to reach out though email to ensure that they were satisfied with the results but I have yet to hear back.Thank you for bringing this matter to my attention.Dakota C***Audience Consumer
Advocate@KCStarVIPGrand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

[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: I am not really rejecting this response, but here is what I want you to know: My name is NOT Ms*** (I have no idea where you got that name)My name is *** *** and the account in question is under the name "*** ***"At least get your customer's name correctHow insultingThe other thing you should know is that while the information about Mr*** contacting me and the subscription delivery issues seeming to be resolved, and the extension of the subscription given are again, all correct, the sad thing is that I had to file this complaint in the first placeIt's just too bad that this matter could not have been handled BEFORE it got to this pointBut apparently, your company does not listen to the customer's until it gets this badIn fact, aside from that fact that I had called and emailed SEVERAL times before filing this complaint, Mr*** called me with an apology and promise to resolve the issue WITHIN ONE HOUR after I hit the "submit" button on the Revdex.com website to submit the complaintI have told EVERYONE that if they have problems with the Star, to file a complaint with the Revdex.com since that is what you seem to respond to.I even tried to call your offices in Kansas City and could not get through to a live person (and apparently you have no receptionist or telephone operator)You know, back in the late '80's or early '90's, some consultant sold your company a *** of goods that delivery of the paper was not really your "core business" (getting the product to the customer is a core business function of ANY company in my book), and it was then that all the delivery functions began to be contracted outPrior to that, the Star managed all the delivery services internally - and there was seldom any problemsIn fact, they managed to deliver not just a morning paper, but a morning AND and evening paper days a week, plus the Sunday paperWowImagine that
Regards,
*** ***

Dear Ms***,This is the same customer that filed complaint # ***They were missed on Sunday, June 13, and purchased a paperI put $on their account and will be following up with them on Monday, June 27, to make sure they have received a complete Sunday paper two weeks in a
row.Thank you,*** ***Audience Consumer Advocate*** *** *** *** *** ** ***###-###-####

Dear Ms***,I have offered each subscriber in this building weeks of creditI also told Ms*** that if she provides receipts of the papers purchased by the property management, I would be happy to reimburse themShe has my contact information for when they have future delivery issuesThe
only way to hold a carrier accountable for not doing their job is by filing complaints and contacting the distribution centersI will do everything I can to make that process easier and the delivery more consistent.Thank you for bringing this matter to my attention.*** ***Audience Consumer Advocate@*** *** ***, Kansas City, MO ***/###-###-####