Boston Globe Customer Service Complaints - page 3

Horrible home delivery service. I never receive the paper.

on the phone for 30 minutes waiting for an agent to discuss my account. the option to press 9 and someone will call you back does not function nor does the chat..couldn't locate an agent there either. Had to call my cc company to put a block on any future withdrawals from my account. I would suggest Mr. Henry shift some Bosox customer reps to the newspaper!

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

Just got my bill as a subscriber.Can't believe how tacky you are by adding a $1.50 charge for mailing an invoice!!How do I avoid this senseless expense beside cancellation.? R. Campanella

For months now, the Globe has arrived in the Billerica Stores any time between 5:30 and 10:00 AM. Yet if if wish to travel the 3 miles to Tewksbury, it gets there at 5:30 am every day. You occasionally print an apology and blame in on the new distribution site, but you had literally months to plan for this and you still can't get it right. The distribution dept must be run by a bunch of clowns and its high time you fixed this. You are losing thousands of dollars because of you ineptitude. Get you act together.

Boston globe suck one day don't have papers next I don't people are looking papers day be at my location 530 am every day

I have waited on phone line for 40 minutes to change my subscription.

sent two emails no reply.

sent in request to find my password (which suddenly doesn't work) no reply.

Terrible service. Absolutely terrible.

Horrible service. I am a long time subscriber. Cannot reach customer service. Will not accept my login,will not answer call to custservice. I want to talk to someone. Sandra Traiger

I have been getting the Globe delivered for some time now, but I did not order it. I thought perhaps it was a promotional thing, but now I know it can't be because it's been coming for so long. It's also been coming through email, which I think I signed up for (ONLY A TRIAL PERIOD) many months ago at a supermarket promotion. How do I find out if/how much I may be being charged, and how to go about stopping the deliveries?

I have been on hold forever. I subscribed for the Sunday paper and have only received 1 out of 5 weeks

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

Where's my Sunday paper? This also occurred previously on Jan. 22nd.

Diane Lancaster

17 Fells Dr

Amherst, NH

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 am on vacation in Florida, I called The Globe to stop delivery on Jan.5th & I'm still getting it delivered. Have tried to call now for a week, but have waited for 20min.or more & just hung up,VERY DISAPPOINTED! When I return home I will discontinue my home delivery.

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.

We only get the Sunday paper and the home delivery record is not very good!! We get up early and after 9am we go out and enjoy the day. If the paper comes after 8am I'd does us no good. I've had it and will be cancelling it again.

Again, delivery issues. We did not receive Thursday's paper or today's (Sat). This happened before and after weeks of some missed papers it seemed to be resolved. Why is this happening again?

We start every day doing the Jumble (word puzzle) in the Globe EXCEPT for Sunday. For some unknown reason you don't publish it on Sunday. I would like to draw your attention to this gaping hole in our enjoyment of the Globe. The truth is we subscribe mostly to get the Jumble and we feel cheated when the most expensive issue of the week doesn't even have it. Please, could you, WOULD you, correct this glaring fault and publish the Word Jumble seven days a week? You will make us life-long loyal customers if you do. Mary Bawabe

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.

There is no reason for treating a long term customers this way.... I was on hold for over 30 minutes. I needed to notify them to close my account due to a move. I will not be getting home delivery at my new address, it's just not worth it.

THE WORST CUSTOMER SERVICE IN THE WORLD. Maybe best to say none. Nearly impossible to reach by phone, then one nice person says it will be ok and the next Sunday and all the "nexts" it's the same garbage. Tired of papers thrown outside even after I send the delivery person a check for "good" service to open the door and throw it inside. This is it - no more Globe for me.

Trying to get through to the Boston Globe customer service . it worse than having all your teeth puled with NO novocaine ,,, It's a total disgrace. John Henry should stick to baseball . He and the customer service is a disaster when it comes to dealing with the Globe customers . WE all know he bought the Globe for the Dorchester property , At 75 million he got a good deal . we all got F==ked . . I called 4 times yesterday never got through , today I got through after 10 min wait then the phone went dead when the lady said she was going to put me on hold and check on my problem ..... I then called 2 times and was on Q # 23 , later I was Q# 50 , Again the service is a word I will not use ,,,,, U know what I am saying ,,,,,, I bet the Globe won't print this ...

It is nearly impossible to navigate through the telephone system to resolve a problem. Often I get caught in an endless loop with the automated assistant. When I get in a queue the system says that the wait is longer than "normal," but since I've always heard that message, "normal" is a long wait. Getting to talk to a customer service representative is an absolutely terrible experience.