Read the reviews below to see the experience other people have had when dealing with customer service from Boston Globe.
Have been receiving the Globe for 35 years. Service is very poor . It used to be good . Can't get the paper on time, never get credited for missed paper. They send Old paper next day with new paper. Really. Already have gone out to get paper by then. John Henry wake up your employees are killing your business.
The customer service for the Boston Globe is absolutely useless. For nearly two weeks I've been trying to get the paper delivered to my home. I get a constant runaround from customer service both phone and email. I got a paper one day, then none for three days and then one and now none. Everyone is going to escalate to resolve. Doesn't happen. Worst customer service I've had to deal with.
I spoke with three people today re my poor record of home delivery over the last month or so. Today, once, again, my paper was delivered soaking wet. Really unacceptable when the weather report called for heavy rain. Like most people, who get home delivery, and we're fewer now than ever, we don't like to wait until afternoon to read, if we're around...so we go and buy another paper. Between M-Sa and Sun deliveries. we've spent about $20 out of pocket over the last 4-6 weeks, in addition for what we pay for home delivery. None of the people that I spoke with were willing to work with me on a solution and the last one left me on hold for 15 minutes looking for a supervisor. I'm not entirely certain what I expected, but having been a loyal customer for over 30 years, I expected more. I was told at 8am this morning that I would get a callback today. It never came. It's not the $20 that I'm looking for. It's some amount of better customer service and creative solutions. There's no other newspaper that I would prefer to read daily so I don't have much leverage. I expect to hear back from someone that can make me feel better about this. I'm not pleased right now.
To the Boston Globe Circulation Department
In this day and age of newspaper subscription decline I have cancelled my subscription to the Boston Globe. The reason is that when we have snow on the ground the carrier throws the paper into the area of snow. I keep my sidewalk, walkway to my front door and driveway clear of snow. I have had this problem in the past and when I called to complain I was told it would be taken care of and received the paper for 2 weeks at no charge. The first couple of days the paper actually made it to my front porch. I also received a call inquiring if my paper was on my porch. After a few days the paper then was thrown either on my front bank or in the middle of my yard. there is no problem when the snow is not on the ground. However when I have to walk 10 feet in a foot of snow to retrieve my paper it is unacceptable. Hence I cancelled the Globe after being a subscriber since 2004. For $74.00 for 4 weeks this is extremely high for a paper thrown willy nilly onto my property. I receive the Salem News every day and it is delivered to my back porch. The bag reads Globe Direct. It is unfortunate that my Salem News can be delivered to my back porch and the Globe is thrown anywhere on my property. Also I regularly receive an envelop in the Globe from the carrier looking for a tip.
William Ambrose
Poplar Street
Danvers
For the second week in a row, the Boston-Colkege football game today was not mentioned anywhere in the GLOBE. There are TV times listed in two places but neither one mentions that the BC-Syracuse game will be on channel 38 at 12:30pm. Bc may not be important to you but it is to me and many others in the Boston area. I have been a very long time subsciber of the GLOBE but your obvious discrimination has me hanging on by a thread. MAKE SURE THAT BC GETS ITS FAIR SHARE IN YOUR SPORTS LISTINGS!!
Please cancel my subscription. The billing department just doesn't get it. I have called several times about incorrect billing and just decided to give up.
Paper delivery to my condo is exceptionally good.
Calling you means a 5 minute wait and I don't intend to wait that long.
Please cancel t o 60 New Driftway
IF YOU HAVE A COMPLAINT BE PERSISTENT - THE QUALITY OF CUSTOMER SERVICE REPRESENTATIVES IS QUITE VARIED.
My family has had home delivery of the Boston Globe for over 35 continuous years. We continue to subscribe to the Globe even though we also access reliable on-line sources because we value the paper and a free press. That is why despite the frustrations of last winter's delivery debacle, we did not drop our subscription. However for the past year I have been trying to get a refund for two weeks when the paper did not arrive and your phone systems were so overwhelmed that that we could not report them missing to receive a credit.
Frustrated by the lack of response to my written queries and phone conversations about this problem, I stopped paying the bill and called the Globe for a final attempt to straighten out the situation before paying the balance and canceling our subscription. To that end my husband called customer service and spoke with respresentative. He did clarify the billing which was coming twice a month at two different amounts, but did not address the two-week credit for undelivered papers. I called back yesterday, several days later, to give it one last try. I too spoke to the same woman and explained the situation. She was abrupt, talked over me constantly and perhaps because of that behavior seemed not to fully understand the nature of the problem. Only after I repeated myself twice did she finally understand what the issue was. Her response, after a pause to look at our record, was that there was nothing that could be done to remedy the failed deliveries since we did not call at that time. She did not seem able to grasp, the crux of the matter '“ i.e. that we tried to call but were unable to reach anyone at the Globe during that time period. Given her failure to either acknowledge or understand the issue, I asked to speak to a supervisor. She told me that wasn't possible '“ a first ever in dealing with a customer service representative. I persisted in asking and she took my phone number but would not say when someone would call back. I hung up wondering if she would deliver my request.
Today I called back since I didn't feel confident that my concerns would be forwarded and another service rep answered the phone. Again I explained the circumstances behind our dissatisfaction. He listened respectfully and thoughtfully, immediately grasping what the situation was. Within minutes he came back with a satisfactory solution. The bill was paid and all is right with the world and our Globe subscription. Same person (me), same circumstances talking to a different much more professional customer service person and the problem was solved pleasantly in less than 10 minutes.
How many other customers might be less persistent and so would simply decide that with all the other on-line options for news, they did not have to tolerate such an unhelpful and unpleasant experience if by chance they spoke with the first rep?
While I typically write to praise someone who's been helpful like the second representative I spoke with, I don't typically complain - anyone can have an off day, but my husband had the same experience. The first representative was really unprofessional and unpleasant to both of us several days apart.
I've written an email to a senior customer rep with the names of both persons since I did not wish to put those on-line. If the Globe wishes to follow up with either person, the information is available.
I tried to call your customer service number, but was told I would have to wait for 20 minutes. My account. I received a bill from you stating I had only one vacation date for non delivery. I did have a second one, namely 12/11/2016. Please credit this to my account.
After my already paid subscription ends kindly cancel my subscription. I can buy the Globe for less than my new weekly rate of $5.70.
Thank you for your previous service.
Thank you very much for responding to our request for a revised delivery site at 75 Richdale Avenue, Cambridge, MA 02140. The delivery person has begun leaving the papers at the main entrance (large parking lot entrance) as requested! Best regards, Marion Foster
Oct. 30,2016
I called this morning to report Sunday Globe not delivered. Eventually, after a Byzantine number of prompts,the disembodied voice said the paper would be delivered between 10 and 2. IT WAS NOT. At 3:15 I attempted to reach a real person, following a prompt that read"press one and then O at next prompt." HAH. "We do not recognize your prompt." I put up with this nonsense all last winter and have NO desire to repeat that fiasco. Not to mention that this is the 3rd or 4th time recently that I have had to call. In addition, the rocket scientist who sporadically delivers seems to be unable to read the word "Globe" on the green delivery box and tosses the paper on the ground if it's delivered at all. CANCEL MY SUBSCRIPTION IMMEDIATELY.
I live at 492 Washington Street in Holliston Massachusetts. My name is Marjorie Greene. I want. to cancel my subscription. I ordered it on the 26th for Thursday-Sunday. Received it Thursday and Friday but not Saturday and Sunday. I t they can't get it right the first weekend I don't want it.
I signed up for the on line edition on Saturday for a .99cent payment for four (4) weeks but I am not satisfied with it and wish to stop the payment. I am a Globe subscriber from Monday - Friday and I find that is enough. Please stop the email addition.
Lawrence Driscoll
