Our delivery team does not accept calls, nor do they reach out to subscribers their working hours fall within a time that is not acceptable to contact any subscriber. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. More than not, missed deliveries are due to human error and/or the loss of a carrier. This affects an entire route, and the notice is displayed online and when calling the customer service number. The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day this is not reflected in renewal notices or online. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. Essentially, they both add the same complaints to an account. There are no local numbers available for customer service-related issues such as missed deliveries. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. We apologize for any frustration this may have caused. Please accept this as confirmation we have received a complaint from your offices regarding ****************** and the delivery of her paper.
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