We have been customers for decades experiencing good service until a few months ago.
I have called customer service dating back to probably November or earlier with delivery issues. Probably 8 calls or more have been made to date and I have still not received my paper. It is now Jan.10th and no paper.I have been handed over to several supervisors for help, but without results.
we have had the WSJ for over 7 years and never truly had a problem until this new year. We paid for a full year subscription, and only have received 1 printed copy of the WSJ and that was after 5 phone calls to customer service. i called again this afternoon just to get a very rude young lady stating that there was nothing she can do for me! the only thing i could do is wait for my printed copy to get to me! i asked for a supervisor and was told that there was none to help. just very upset at the customer service we are getting after being such a loyal customer to now feeling like my loyalty is not worth anything.
Delivery problems going back well over a month now. Will get the paper for a few weeks then it is missed for a day or two. Now it has been over two weeks and we have received two papers.
These problems started with tRumps ICE crackdown on the immigrants. The are the ones willing to get up at 02:00 or 03:00 and deliver them by 06:00. What a lousy way to rune a news paper.
Unfortunately all this I have read is exactly what I am experiencing.
We have not received our print edition in ten days. We didn't move. It just stopped coming. I have emailed and logged online reports twice, phoned four times, daily since Monday, and we just keep getting 'credited for the missed issue' and our report 'forwarded to the field office.' I'm getting to where I'm hanging up on the CSRs who can't get off the script and are just wasting my time like a broken record now.
Horrible I Have Never Seen Anything Like This Customer Service Is A Joke
I Called The Executive Offices Call Them
Not That They Care
We Have Received The Paper For 10 Years, Moved Across Town And After 17 Days They Can't Seem To Find Us Even Though Nyt And Financial Times Were Able To Find Us In Two Days.......out Sourcing Is Terrible, They Cannot Speak Or Know What They Are Saying Shame On Wsj
I have been trying for months to resolve the issue of non delivery of the SAT WSJ to no avail. I have called, chatted, email a number of times. This started when WSJ changed my delivery from mail to a local Post-Gazette carrier. I have been promised that this would be resolved!!! Has never happened!!! Here is all the information from the mailing label (when it came in the mail):
#BXBDLFC'5-DIGIT 15143
#06108829164716#
DONALD MCCORMICK
112 OLD GLORY LN
SEWICKLEY PA 15143-3106
As you can see we have been getting the WSJ since 6/98 when we lived in Moon Township PA 15108. It was delivered by our local P-G carrier with no problem!! We moved here in March 2015.
I want someone to email or call me. 412-264-1889 If I am not available, please leave a name and number for call back!!!!
Don McCormick 1/9/16 11:49am
I Have A One Year Subscription To Wsj And Havent Received A Paper For The Last 3 Weeks. I Called Customer Service And Spoke To Guy In Phillipines Who Was Of No Help.
I Live In Gloucester Massachusetts Not In Rural America.
Maby Wsj / Dow Needs A Wake Up Call With A Class Action Lawsuit With Many Who Are Not Receiving Their Wsj.
I'm contacting this outlet because the WSJ has a better security system than the government. You can't get past the customer service reps in Manilla to reach an executive no matter what. To rectify a delivery issue in Florida, we have to call the Philippines??? Unrealistic but, "rest assured" that is the only avenue customers have. I will avoid using profanity but that piece of advice in itself tells a story doesn't it??? In short, our grandson hasn't received his paper since December 22, 2014. He'd like to receive the paper every day - what's the solution?
I have been a subscriber to the WSJ since 1955 when it was used in my Money & Banking class instead of a textbook. I stayed with the WSJ since then, in my business and now my retirement.
Your lack of reasonable subscription prices for old members and retired folk is a disgrace!
No wonder that USA Today has passed you in circulation, (but not in quality).
We will miss you every morning when our current subscription ends.
Calling the WSJ Customer Service is definitely an exercise in futility. I have had to call numerous times on behalf of the SVP I support for issues with: subscription not being delivered, no label on the paper (we work in a building with over 1800 employees so this causes a problem with delivery. But the most aggravating issue was paying for a 2 year subscription which included both print and on-line versions and then being told that the on-line issue was not included, when we have documentation that proves otherwise! Their customer service agents need to be "de-programmed" to realize that there ARE instances when an error is made and that they should do all possible to correct the error, rather than keep repeating that there is nothing they can do. If it were up to me, I would not renew the subscription when it comes due again in a few months.
I have had the same recurring problems with my WSJ subscription. Calling Customer Service is an exercise in futility. Half of them don't speak English and none of them really care. And what can they really do if they're a contract worker based in India or The Phillipines? In the past, I've gone directly to the head woman. Victoria Chin is the DowJones head of circulation. She has been helpful in the past. Telling her your problems may not get the paper on your porch, but it beats getting stonewalled by some nice young lady in Manila. She can be reached at the DowJones 1-800 number: 1-800-369-5663. You'll get the usual inane computerized voice prompts, but asking for Ms. Chin will get you to a real live person in her office. Perhaps if she gets enough phone calls about the disgraceful service DJ/WSJ now serves up to its customers, she might have an incentive to try and fix the system. Good Luck!!
We are a Law Firm who has subscribed to the WSJ for many years. Recently, the service is so bad - we have not received our paper for over three weeks. We call or email daily reporting the missing paper(s). The customer service reps seem nice and willing but to no avail. Their promises of getting the delivery problem resolved falls through again and again. We don't pay the annual subscription in order to "receive credits" for missing papers. I've yet to see the credits or the paper. What a shame that a well-known paper has lost its good service and good business sense.
I ordered 3 months in one promotion late Nov last year, but ended digital without print edition. I called the customer representative on the same day and he corrected the problem, as I though I was getting 3 months in one promotion. Guess what, I was charged 25.99 every month and 21.99 for digital. I found out after 1.5 months later because my credit card was charged twice for 1st month and one time for second month. I called Customer Reps for helped and always turned away by them, as they know what happened but refused to solve the problem. Thing was getting worst when I spoke with one of Customer Rep name Crystal. She said the price of "you pay only $25.99 total for the first three months..." was referring that I have to pay every month $25.99. I think she don't know in English. Finally, Zalk, customer rep came forward and explained to me the whole story. Therefore, I have two WSJ accounts with the same user ID. None of the customer reps(except Zalk)are helpful in customer care. I would like to speak with someone from HQ and give her/him more in details about what I was told by those customer reps. S/he may shocked if s/he found out. This is a serious business, but their employees are playing a fool within the company. Pity!
I have a complaint about your customer service department. I am a subscriber to the print edition. Since last Saturday, I have been complaining, either on line or by 1-800 number that my WSJ has not been delivered. Today (12/15/2012) I called customer service yet again. Remember, by this time I have been one week without the paper. I tried to get past the nice little girl, but she politely refused. I believe your customer service is broken. Would the president of the Wall Street Journal believe that a loyal subscriber should be treated this way after a week with no paper? There should be some kind of policy built in that will authorize the nice little brainwashed receptionist to elevate the issue so real resolution can be achieved. Jon Goodman, account # 051409454600
I have been taking the Wall Street Journal for approximately 3 years. I received a renewal letter raising my rate to over $400. I then received a call from Thomas L Cardella & Associates offering me the WSJ at $213.72. I then checked online and found another vendor offering it at $119.00. I called the subscription at 18005687625 and asked why the difference and why I could subscribe directly to WSJ at the $213.72 price. The answer was they could not do it. This seemed foolish to me, and therefore this Email. I have always trusted the WSJ, and find this confusion does not reflect well on the reputation of the WSJ I could have paid over $200.00 more for the WSJ if I had not been contacted by Cardella.
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