Gannet investors - in their insatiable greed to squeeze every dime out of the AZ
Republic - have shipped "Customer Service" off to the Philippines.
The poor souls there do not have a clue that they are being used to absorb the brunt
of what has gone wrong with the paper - "in pursuit of profits".
We have been winter subscribers of the Republic for over 20 yrs. This past week has
been hell trying to correct a delivery problem.
Am sure nobody in the downtown Phoenix office knows what its like to be a
subscriber with a problem - and then being sen t to the Philippines for a solution.
Hello, Mr. Kopf,
Am former subscriber.... just resubscribed....
What a challenge ...for a simple subscription...
Weather in Philippines was bad for me also....
not speekie anglish...???
I am trying to cancel my subscription to the Arizona Republic Newspaper. I am put on hold for hours and finally give up. I then tried twice their Get human program. The wait time on the website said 18 minutes. After 2 hours I refreshed and it still said 18 minutes. I put off making other calls while expecting them to call. I tried this twice. I never received a call. So what do I have to do to cancel my subscription? I guess I'll forget about it and put a block on my bank account so they can't charge me again and write to the BBB and attorney general's office. This is beyond reasonable or frustrating. It's insanity!
We are dismayed by your decision to fire Steve Benson. His art and brilliance are
a major reason that we have subscribed to the paper for many years. It seems very
wrong headed to cancel a Pulitzer Prize winner who is really an Arizona treasure.
You will no doubt lose many subscribers. Please reconsider.
He was too intelligent to cater to the mostly conservative audience.
Never had a problem with delivery up until lately. Whenever I had a problem with the carrier's throwing the paper outside of my fence all I had to do was call one time and the problem was resolved the very next day. Today I made my third phone call with customer service in reference to a complaint regarding the delivery of my news paper. a I spoke with the same Rep Jenna who said she would note in my account that there was an issue with delivery. And Thats as far it went, a simple entry that goes nowhere. I didn't really call her to ask for help I called the Arizona Republic to let them know that I was going to contact they're corporate office because there was some kind of miscommunication between customer service and the carriers... They just can't get it right. So far my newspaper has been run over by the trash truck, left in the street, delivered next door, not delivered at all andat one point I given the USA newspaper rather than the Arizona Republic... I have rights as a consumer as we all do and my rights are just being ignored. I live on a fixed income and one of the few luxuries I can afford is having the newspaper delivered to my home. I don't know what happened to there mission statement. All I know is that I'm getting really frustrated and when I get to that point I'm not a very nice person. I don't know what else I can do, but I hope your company can change for the better not just for myself but for other customers as well. The AZ republic represents arizona and has been in business for a long time. Apparently the money rolling into the company is more important than the consumer.
I see that many folks are having similar problems with billing, customer service, etc. Having been a Republic subscriber for 40+ years, these last few have been terrible. Most frustrating is trying to get an issue resolved. Following is an exact quote from a customer service representative named Michael R. to a clearly written question about not receiving a bill:
"Thank you for contacting the Arizona Republic. We appreciate your correspondence and it is my pleasure to assist you today! We apologize for the inconvenience to further assist you and make a process kindly provide us a additional information".
Maybe someone can translate that and tell me what it says. Unfortunately it's not funny. Every other respectable company I do business with and has a website/portal can provide basic billing statements and/or invoices showing: billing period, itemized charges, taxes. total amount due. Not the Republic. Only got that info when I insisted on a paper bill, but then they stopped sending those. Had to call to get correct payment amount and make payment. At least its better than being on automatic payments where they charge whatever they feel like with no explanations. Glad I discontinued that. What's amazing is I really don't like the paper all that much, especially USA Today. Just habit, I guess.
All of a sudden the paper got smaller. No more USA Today section and others. I did not see my cost reduce because of the smaller paper with far less content. What is going on and how about a reduction in subscription coat.
Congrats on getting rid of Benson. You have made my day! I talked with that guy back and forth about an issue he portrayed that was totally wrong! He is a very ignorant man!
congratulations on firing Benson! He was the most opinionated leftist on your staff and I have seriously considered cancelling my subscription due to him. GOOD RIDDANCE!
On December 14th we called to subscribe for Sunday and Wednesday papers. As of today January 21st we have received a total of 3 editions and 2 of them were delivered in the afternoon after we called and called and waited on line for some 20 minutes. We were on their chat line and we emailed back and forth and confirmed our address and phone # and after all their apologies and promises to credit our account we STILL haven't received a paper. can you beleive this outfit! is it any wonder newspaper are going under. I'm at my wits end and they can take their newspaper and shove it where daylight ends,
I am trying to place a Classified Ad. Wait time was supposed to be 10 minutes...still on hold at 31 min. And counting with speaker phone. Their 800 number!
What a joke. Like the other people who complained, I received a bill for "special edition" insert in paper. This liberal crappy paper is doomed. I love the fact the Republic put mayor hopeful Garcia as only 1-3 points behind Ducey....fake news! Garcia got destroyed. You even have to pay for online access when most major papers offer it for free.Hey Sue Clark-Johnson wake the hell up. Your paper is a terrible over priced liberal rag.
I've been a customer for 28 years - since we moved here. Today I cancelled my subscription out of frustration with your terrible customer service! There has been a constant (monthly) issue with the billing process, but have tolerated this since this is the only source of local news. When I received the latest bill which included an $11 charge for a "special" issue, this was the last straw! How can you justify an $11 charge for a boatload of ads that generate significant revenue for you in the first place? I have contacted customer service to switch my account to digital only, but after 3 attempts, including a very unhelpful conversation with a rude supervisor, I gave up and cancelled out of the whole program. I have always paid promptly; obviously my business is not important to you. I can see by all the negative reviews on this page that apparently I am not the only dissatisfied customer. I'd be surprised if I got any response from anyone at your paper!
I cancelled the AZ REpublic due to no existent customer service. Excessive wait times and as I write this on hold now over 1 hour. It is ridiculous and when you do get someone most are rude. I refuse to even consider them for a newsource. The worst. I give them zero stars because that is equal to intelligence of their customer service
Some thing not fit to print .. they are to darn good . True and you also Mrs.Sue Clarke-Johnson
Why don't you have an East Mesa section and/or Apache Junction Section. It seems to me if you can print a Spanish Section you can print one of two.
Thank you, Ron VerHage
It is time for the Arizona Republic to stop putting wrap around ads on the front the newspaper. It is distracting and not needed. It "cheapens" AR. Put your ads inside like other newspapers do.
Received an e-mail my payment was past due and delivery would be canx if payment not made. Payment was not past due and when bill was finally received it was postmarked 4 days after the payment was due. The AZ Republic has continually gone down hill since your president and some reporters use it for their political agendas. I subscribe to a newspaper to get the news (not made up news) but what truthfully happens in the world. Both sides of the political parties should work together for the good of the COUNTRY and pass out their BS during the election campaigns and if the newcomers to this country don't like it go back where you came from.
77 How to make a bundle before you blow town and leave the suckers holding onto themselves:
(1) Create a problem, real or imagined. (2) Sell the sheeples a solution.
The Arizona Republic's website is a complete disaster!
you can never get thru any telephone line to talk to anyone, just put on hold until you hang up
I'm experiencering the same as these folks. Two days I've tried to get thru to cancel paper before they bill me again tomarrow.. No getting thru to speak to someone at all. I even called the corporate office to talk to Sue Clark-Johnson the chairman of the board for Arizona Republic and they wouldn't allow me to talk to her! I'm going to have my bank block any attempts to charge my acct. On hold an hour for circulation dept. finally hung up!
What are you folks thinking...putting the obit. In the sport section.....bad move....don't want to see dead people when I'm reading bout my favorite sports......soon to be a non subscriber
Some idiot man was in front of Fry's selling subscriptions for$ 6.00 a month subscription (2 times week)--HAD TO KEEP IT FOR TWO MONTHS ONLY GOOD FOR SIX MONTHS. We signed up and got charged 17.48 for the first month cancelling if I can get anyone on the phone been on hold 27 minutes so far.
I called today because of an over-charge. What I signed up for was $4.29. What I got charged the second month $12.09. The reason --- I am required to get a premium edition, which is $1.00 a month more, plus the holiday edition, which is $5.00. I knew there was an extra charge for the holiday edition, but thought it would be about $1.00 extra. Considering I don't really care about the ads because they come in my email in-box, I don't want it. Also, aren't the companies placing the ads paying a pretty penny just to have the ad in the paper? Seems the AZ Republic is making out all over the place!
So I told the customer representative not to deliver tomorrow's paper. She said I would still be billed for it. I asked what the premium edition is (which is also required) and she said it is the colored magazine type addition to the newspaper once a month. This month is photography, and is full of colored photographs. Do not care about it....don't want it. But apparently, have to pay.
All these extra charges with no option. They should tell you up front EXACTLY what all the charges are.
So now, I'm waiting for a call back, which will be anywhere between 45 minutes to 1 hour 3 minutes because their phones are so busy. Gee, I wonder why. Yesterday the wait time to even talk to anyone was 1 hour 3 minutes to 1 hour 35 minutes.
Apparently, their customer service is not too great, to put it mildly.