I decided that if learning form failure is a good idea, then we all can learn “oodles” from the stupidity and ineptitude of the Wall Street Journal. I share the ‘experience’ here.
6 June 2013
(address removed for security)
Dear Ms. Chin:
I am writing to you today because I am amazed there actually is someone in charge of customer service- something totally lacking at the Wall Street Journal.
I have been a subscriber for years. I can’t say I’ve been receiving it for years, because it seems impossible for your organization to deliver the paper on a daily basis. Over the past three years, I have been forced to call your paper at least 10 times a month because you failed to deliver the paper. The fact that you don’t have reliable delivery persons is either a function of the pay your provide or the belief that your customers don’t count. It may even be both- since over the past two years, I know that folks on my street have ceased subscribing (from 10 subscribers to one)- because of your delivery problems.
And, the opportunity to spend hours on the phone with your “customer service representatives” is an experience only second to having my fingernails pulled off. The waits are interminable, the phone representatives are having parties all day long (the noise is over 70 dB on the line), listen to the radio at untenable volumes, or don’t speak English- or all three. My subscription number (******************) is not recognized by a soul- so why you provide it (and fail to deliver) is among the wonders of the world.
I was promised by your predecessor that this was an aberrant situation and would remedied forthwith. Yup, like I can fly to the moon and back on a motorcycle.
So, you should not be surprised that I elected to make it impossible for you to renew my subscription automatically (by changing my credit card numbers). (This automatic renewal is something you have been doing without permission for more than two years, I might add.) Because it is nigh impossible for me to determine when my subscription is really due for renewal, since I am missing an average of 65 journals a year- due to your inability to deliver them.
So, I elected to buy the journal monthly- so I can easily track missing issues before you rebill me. Which is exactly what I did on 29 April of this year. I employed a new credit card and signed up for your 3 month deal- $26.95, with a monthly charge thereafter of $26.95. If you were a credible, competent organization, that would be the end of it. And, this letter would not be written or be found on my blog today. But, that would be fiction.
Instead, my paper was stopped on the 16th of May, when you (the WSJ) attempted yet again to renew my annual subscription without permission. Which, of course, failed, since I made it impossible for you to use that credit card. And, instead of calling me, you just stopped the new subscription I placed. Because you are just that incompetent.
When I called up to ask about my non-delivery, no one had a clue. That escapade required 42 minutes of my time. Which was finally “solved”, when your customer service representative (sic) figured out what I was saying was correct and would restart my subscription that I did not cancel (even though they were certain I did) immediately.
Only to have that subscription stopped a week later. Requiring me to spend yet more time on the phone. Only to reach the same resolution. And, the same non-performance.
In the interim, I received a notice- with no subscription data- that my credit card needed updating. When I clicked on that link, I found you were trying to renew my subscription for 18 months- something I had never authorized. So, I spent even more time on the phone (48 minutes this time), speaking with a “supervisor” (yeah, right). Who promised to fix the problem.
Only to have her call back 20 minutes later (when I was on the phone), saying there was still a problem. When I tried to reach her (with her name and employee number), I was told that was an “illegal request” (really? Is that like your hacking of celebrity phones which really was illegal?) and I could not reach her.
Instead, I was forced to explain everything yet again to another lackey who lacks the simple ability to add 2 and 2 and reach the sum of 4. When I tried to reach a supervisor, “no one was available” and one “would call back within a few hours”.
It is now two days later. I have not received my Wall Street Journal again. Nor have I received that phone call, as promised. (Nothing is ever delivered as promised at the Wall Street Journal.)
So, I am writing you- and making these facts public, so that others can see the care you truly provide your subscribers. Let’s see how you handle this.
I promise to report the real results to the interested public.
Disgustedly,
Roy A. Ackerman, PhD, EA
Oh my Roy….I do feel your pain, I really do. When my husband died I had to call and cancel his TV service. I was on the phone for close to two hours with people who kept telling me that I was not on the list of “people who could change the account” Every person I spoke with stated that, and said Rod himself would have to come to the phone. I started off nice, explaining that he was passed on, then I said dead, and then the last person I spoke with I told them to get their “effing ” Ouija board out and talk to him that way. It took another hour or so phone call made on another day before I got to a person in charge who did get it cleared up. But I struggled before I got to him with someone who first threatened to charge me 500 bucks for early termination, then demanded to speak to Rod and then tried to force me to transfer the service into someone else’s name. I hope this gets resolved for you, Roy. Though, I’m thinking….is it really worth it?
Yup… I love those folks. I had that problem when my mom passed. So, I sent them a note, indicating they need to terminate the services. I enclosed a check for payment up until the day she died. And, provided them with a change of address (Beth Israe-l Cemetary, plot …..). And, wished them good luck to get a response from her.
I am amazed at the death wish the newspaper industry has. Your customers are disappearing so drive the rest of them away with timely non-customer service. Sadly, I am not surprised. I have a relative working for a newspaper. Enough said.
Alana- that’s exactly what I could not believe.
But, as I said to Alana, this time, my letter may have evoked a response that lasts…
I hope it does- and will report the same should it work (or not 🙂 )
Wow. Entertaining to read but painful too. Bad customer service is one of my pet peeves and even worse when you can’t seem to get a human to try to communicate with. As much as I sense that you are an “on-line” kind of guy, would that be an alternative?
I do read many of my papers and journals on-line, Alessa. But, you still have to pay for the subscription- and that’s where the issue lay.
I did get a phone call yesterday afternoon (finally) to resolve the situation (maybe).
Admittedly, they did cancel my subscription (twice) when they could not bill me for a year or a year and a half. WSJ promised that this would be handled the right way this time. I promise to follow up- with delivery and billing information.
I think when you will start a simple business then there is need to a least a customer care !! Inspite of it the customers will get benefit then they are think positive about your business !!!
Absolutely true!