I ordered TV Guide on July 1. I have made many requests via e-mail to resolve this. The response always comes from a customer service representative named "Michelle." I suspect they have an army of people responding to e-mails under the same name.
For those who are interested and/or if this will help anyone else. Here's my e-mail history.
10-3
Me: According to the information on my account, the subscription should have started on September 24 but it has not. Could you please check?
10-4
"Michelle": I will investigate this matter and get back to you within 3-5 business days.
10-10
"Michelle": We apologize for the non delivery per your subscription order. Please note that your magazine was placed through a subscription clearing house, they are behind with delivery. Be advised that your first issue will arrive within the next 5-7 weeks due to the 2nd party delays. Thank you.
11-12
Me: I ordered this on July 1st and the money was removed from my account with no delay. I have yet to see a TV Guide. I put in a "Service Status Inquiry" on October 3rd and was told it was going to be another 5-7 weeks. Is there any chance I'm going to see this subscription before the end of the year? It's been over 4 months as it is. Or will I ever see this subscription?
11-13
"Michelle": I will investigate this matter and get back to you within 5-7 business days.
11-18
"Michelle": I have investigated this matter and I sincerely apologize for the delay. Your magazine is on its way. You should receive your magazine any day now and no later than the 1st week of November. If you do not receive your magazine by this date, please let us know. We will be more than happy to help you.
11-18
Me: Michelle, It's already the 18th of November and I reported the problem on the 11th. No, I did not receive the magazine during the first week of November. I wouldn't have reported the problem in the first place if I had received it then. I don't like to flame people via e-mail but I'm really getting upset. All I get are polite notes telling me to wait. I certainly don't think you mean me to wait until NEXT November. I ordered this on JULY 1 - four and a half months ago. According to my previous note from you (in October), I should have already received it. Now I have to wait until two weeks ago...
12-12
"Michelle": I sincerely apologize for the inconvenience caused. I investigated this situation and have determined that a misproccessing error occurred when placing your order. I sincerely apologize for this frustrating circumstance. However, I can reorder the magazine for you with no cost as you paid for it. Please advise.
12-12
Me: I really don't know what to say. I have inquired about this problem several times and I have been given a variety of reasons as to why my subscription was delayed. To me, this is just the latest reason and at this point, I have no confidence whatsoever that I'm going to get my subscription. Yes, I paid for this magazine in July. Contrary to usual practice, my credit card was billed immediately rather than when the product was shipped. If you reorder the subscription, I have every expectation that it'll be next July before I either see it, or find out why I don't yet have it. I would like a refund is what I really want because basically, I give up
12-16
"Michelle": I sincerely apologize for the inconvenience caused. I will reorder TV Guide Magazine (52 issues) for you with no cost as you paid for it. It will take 6-12 weeks to begin your subscription. Please reply to this mail with your acceptance so that I could resolve this matter at the earliest. Thank you. Also, I can offer you a complimentary subscription from 5 for $30 list in order to compensate for the inconvenience. Please advise.
12-18
Me: I was very clear in my last response that I wanted my money back. I have received repeated promises by NetMagazines to deliver my subscription. None of those promises have been kept. So while the promise of additional magazines SOUNDS nice, keep in mind that I have received NOTHING from your company. My only experience with NetMagazines is that you took my money and have not delivered what you promised. So please answer me this: Are you REFUSING to refund my money?
12-21
"Michelle": Please be advised that the refund will be processed in the next 5-7 days and confirmation email will be sent to you.
01-05
Me: I have not received a confirmation as of yet. Please advise.
It's January 13 and I have not received either the magazine or a refund. I just reported the transaction as fraudulent to my credit card company.
0 comments