Read the reviews below to see the experience other people have had when dealing with customer service from Wall Street Journal.
I second what most folks here have said about the non-existing customer service. Phone Call, Email, Live Chat, it doesn't matter. Every time there is an apology and assurance that this will be dealt with right away. After 30 days, still no resolution...Crazy how a major company has this poor of a response to the basic problem of customers paying for, but not receiving the product or service. Mind boggling...!
Customer Service is a NON-ENTITY as far as the Wall Street Journal is concerned! DELIVERY ISSUES ARE NEVER DEALT WITH AND CUSTOMERS CONTINUE TO PAY THE PRICE. We have subscribed to the Wall Street Journal for over 40 years as well as their wine program. We have paid our subscription bills and supported our carriers over the years with Xmas Greetings and Gifts. Our repayment for this from the Wall Street Journal has been to completely ignore delivery problems, block our access to local service providers, block our access to corporate headquarter management personnel who might be able to resolve issues, and, of course, move your telephone access to customer service overseas where (1) they don't speak clear English, and more importantly, (2) they cannot and do not do anything to resolve issues for the people who pay your bills, your subscribers. In esence, YOU HAVE NO CUSTOMER SERVICE.
Customer service at the Journal is non-existent. The standard comment (I have called daily for 4 weeks) is "I am so sorry" and "I will issue you a one-day credit". The problem-missed papers and late papers is never addressed. No one ever returns my request to speak with a manager. It is maddening that there is no hierarchy (I was told there is NO way for a subscriber to speak with the Circulation Director) when the problem is not resolved. I give up-I am cancelling after 3 decades of subscribing.
I literally cannot believe how god-awful customer service is. Online -- did not work. Tried to get a print delivery -- had to constantly call for failure to deliver, would get one paper, then never shows up again. Finally had to cancel. Way to kill a good news source folks. This paper is literally going to go out of business because it cannot deliver the paper if my experience is any indication.
I subscribe to the Weekend Edition of the WSJ. My first paper was delivered on Oct. 25 and for the last 10 consecutive Saturday's I have not received it. This despite contacting WSJsupport every week. Live chats and in person phone calls. Still no paper. I believe the local paper, Tampa Tribune, is the distributor. When I contact them they said I had to go through WSJ support. On a scale of 1 to 10 I would rate them a negative 999! I cannot believe the level of incompetence that I have been dealing with for the last 10 weeks. How do people keep their jobs? Is anyone in charge? No one personally contacts me except for the robo email I get every week. What an organization!
I tried to use the WSJ Customer Support website to schedule a vacation hold. Although there is a link at the bottom of the WSJ home page, it does not work since it seems to redirect in an endless loop from the WSJ to Barron's etc...
I'll need to call and do it by phone when they open in the morning.
Since Oct 18 to Oct 24, no issue of WSJ was delivered to my home address at 682 Monte Cristo Blvd, Tierra Verde Fl, 33715. To no avail I addressed your Customer office 5 times reporting on missing deliveries. Each time you have sent me "sorry" letters, without solving this persistent delivery issue. On Oct 22, I called your Customer office and talked about non-delivery problem with your employee Richard who promised to help. Yet his promise remains unfulfilled. Please, help. I appreciate it if you contact local delivery office and write me back about your results
Since 1/1/14 (I'm writing this on 2/21/14) my Rochester, NY WSJ delivery has been missed one to two times per week. When I call to report this, they cite "Transportation Problems" and tell me that my paper will be delivered the next day (sometimes it is, sometimes it isn't). If I persist, they offer me a one-day subscription extension.
The WSJ representatives that I have spoken to on the phone are difficult to understand, but unyielding in their insistence that they will give no compensation beyond the one-day extension.
On 2/21/14 I asked the rep where she was located, she said “Manila in the Philippines”.
I asked to speak to a supervisor -- "This will not be possible" was the reply I received. When I further persisted in asking to talk to a supervisor, the rep asked me to wait a minute and put me on hold. After waiting a while on hold, I hung up.
She was right -- "This will not be possible"
If someone out there knows the name/email/phone number of the Wall Street Journal’s Circulation Director, could you please post it so those of us who continue to have these delivery problems can contact someone of authority who needs to know about this unacceptable delivery situation and can fix it?
Don't bother calling the WSJ toll-free number to resolve any issues. It's a call center based abroad (no, it's not India). You need to call WSJ at a local US number listed in their contact directory. I am a long-time subscriber and have seen rates gradually increase over the years but the last renewal notice was nothing less than an insult, $500 for 1 year or $900 for 2 years. I called the toll-free number in the renewal notice to question lower rates on Ebay and Amazon, and even on the WSJ website. I spoke with a rep, then a supervisor, and they were ready to let my subscription lapse rather than offer a lower renewal rate. I then called a US phone number listed in the WSJ contact directory. I spoke to 2 people with American accents who were polite and willing to assist. We reached a mutually agreeable renewal rate. I’m waiting to see how it all works out and hope for the best. My ratings below apply to the folks at the US-based customer service center; the toll-free number people were useless in resolving my issues.
You are cutting your own throat with these Phillipinos. The speak Englsih but only fir the standard scripted answers. For anything unique.... like ALL aof the problems that they are confronted with, tyhey are USELESS. They are the verbal equivalent of a form letter.
In the last of my 4 calls, the guy gave me a FAX number to call to solve my problem with an educational subscription... a fax number!!!!
Signed, ex-customer
At least once a month for the past 3 years I have received mailing from the WSJ begging me to start my onw subscription or give a subscription as a gift. I chose the latter option and tried to send a subscription as a gift. When I phoned the "customer service" people (in some far off country, by the way) I was told I had to be a subscriber myself OR pay over $300/year for the gift. HUH!! The mailing I received specifically said that "If you respond to this offer ... and you or a memeber of your family already has a subscription, we reserve the right to reject your order ..." VERY DECEPTIVE METHOD YOU PRACTICE.
Paper is suppose to be delivered by 7am. 4 out of the 5 days a week the paper goes right in the trash since i leave for the office and the paper has yet to be delivered. Have spoken to someone in customer service a dozen times with the same outcome. We will escalate your issue...blah blah blah. Their delivery people and tneir customer service follow up SUCKS. What do you have to do write a letter to Rupert? Who am i kidding they obviously don't care.
The US Customer service and Tech. support phone numer is NOT to a US person!!!!! They tell you to keep calling the number cause it is the SAME for the US customer support, and "MAYBE" a US person will at some point & time answer it???? Really?!!? This is how you do business??? Cheap customer service equals UNHAPPY customers!
I called this morning regarding a double delivery & wanted to get things straighten out. The customer service person who answered the phone barely spoke English, and also didn't understand what I was telling her. I had to spell out words to her, & when I was finally so frustrated because she kept asking me to repeat myself, over & over again, I asked to speak to a US customer service rep. She first acted like she didn't know what I was talking about. So, I repeated myself 3 more times. She refused to tranfer me and stated that she could help me. I said NO, & repeated myself again. She then stated that she couldnt transfer me because the line I wanted was busy. I then asked to speak to her manager, she said I couldnt, beacuse that line was busy also. I requested the number to a US customer service rep. She said that she didn't know it. I then hung up. How VERY frustrating and a waste of my time! I plan on cancelling BOTH of my subscriptions as soon as I speak to someone who understands basic English. You just lost a long time customer!!
We were having an issue with our internet connection. We were told to contact a number listed on our screen. This just happened to be Manila Phillipines. The young women explained it was a techinical difficulty and we asked what it was. She had no idea and we were told to reset our password. We had been on all day and did not have any problems. We reset our password as instructed. My husband had used Google Chrome and not Internet Explorer. We tried again and to no avail. We were told to contact that center again. We reached a man named Wilbert. My husband really felt very uncomfortable giving out personal information a second time. We asked to speak to a supervisor - That request was ignored also request for a US rep was ignored. He just said that it was something wrong with our subscription. My husband wanted to ask a simple question without all the personal information. Wilber hung up on him! My husband called back and spoke with Sandra and she gave us the US Customer Number FINALLY!
Kelly was amazing - she handled all our questions. Sometimes having customer support in another country maybe cheaper for you but for the customer it is very frustrating and it is hard. After calling 4 times - The fourth time was a charm but you almost lost a customer of many many years.
The delivery service for our area was changed. For the past week the paper either has not been delivered or thrown by the street making it very inconvenient for me, a handicapped individual, to get. Was informed I would have to wait approx. 2 weeks to work out the kinks. Seriously? That's the appreciation I get for paying my bills on time. And, there is no way I can find out who is delivering my paper. Rest assured around Christmas time there will be a "tip envelope" attached with the paper bearing that information.
