Wall Street Journal

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This site is impossible to quickly navigate - I need a vacation stop. That should not be hard to do online. I keep getting directed to buying a subscription! Guess I have to wait until Monday to call.

Anonymous 3/17/13 6:49AM

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.

Anonymous 3/5/13 11:58AM

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

dcp6904 2/1/13 2:22PM

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.

Anonymous 12/7/12 6:53PM

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.

Frustrated wsj customer 12/6/12 6:59PM

I started a subscription on-line, but I didn't receive a single issue. I called twice to try and get things straight and was assured that delivery would begin. I never received the paper and ended up having to cancel.

Becky 10/1/12 5:36AM

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!

Your service sucks!! 9/13/12 11:42AM

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!!

Pissed off 9/13/12 11:20AM

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.

mmsky 8/21/12 7:47PM

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.

Anonymous 8/17/12 5:43AM