Let Me Vent Just A Bit

[Henry]

Hi All,

Well, I waited with anticipation to get yesterday's Burlington Free Press as it was supposed to have some photos and stories about the Ice Storm of 1998.  Got to the paper box and no paper, so decided I would call them and let them know.  I dialed the number and got an automated answering system.  I can't believe I was talking and repeating to a computer who had trouble understanding me as I tried to enunciate so it would take me on to the next question.  After a while they got to my problem after some multiple choice questions, then they asked me my phone number.  I repeated that several times and the computer told me they could not understand me and they would transfer me to a representative. 

Whew!! I thought, finally.  I was greeted with we are experiencing a heavy load of calls this morning, so please be patient - Well, I was, at least for about 15 minutes, trying to hold the phone so I could hear the classical music in the background.  Since I don't hear well on the phone, that can be quite a chore.  Checked my watch and noticed I had to get ready to attend a funeral in Milton of a friend of mine's daughter, so decided I would hang up.

After I came back from the funeral in the afternoon, I decided I would call the main number, got an answer right away from someone who said they were Burlington Free Press/Buyer's Digest and how could they direct my call.  I asked to speak to Customer Delivery Service and someone came on.  They were indeed very nice and I told them I didn't want credit for the paper, I wanted the paper and they told me that they would put one aside for me and have the delivery person drop it off to me this morning.  Sounded pretty good.

Well, this morning, I expected to find two newspapers in my paper box and found only the Buyers Digest - I was slightly upset and decided I would try calling again directly to the Customer Service number.  I had no place to go, so decided I would wait it out and wait it out I did, for a good 20 minutes.  I finally got a response from someone with a Southern Accent.  After some checking she told me that we no longer had a designated carrier here and until we did, the paper would be kind of irregular.  After hearing this, I asked her if there was another number I could use to call and she told me that they were the customer service for about 30 newspapers and were very busy.  Finally she did give me a number that I haven't tried yet for the manager of delivery in my district and also told me that they would be out redelivering my paper for today and yesterday and today.

When I get a chance a little later, I will try that number and see if I can get through - Don't know about you, but sure do hate these subcontract customer services, especially when they start off with a computer speaking to you.

[Henry]

Well, I did try the number that the Customer Service Department gave me a little later yesterday morning and got an answer from a live Burlington Free Press Person.  He was the district manager for this area and was on his way home from the Stowe Area where he had been delivering papers.  He told me he had papers with him for the last two days and would drop them off to me on his way down through.

Sure enough, the door bell rang about a half hour later and there he was.  He told me we had a new delivery person and also talked about the problems getting The Franklin County Edition out to the right people.  He said he felt that problem was solved.  Asked him about the Customer Service down there and the told me that they were from Kentucky.  When asked if he thought they would go back to the old Customer Service, he said that it was a Gannett Decision and that wouldn't be happening.

When he left, I was very well satisfied with all of his answers and had some confidence in them.  We have gotten so far away from that personal touch now.  I suspect that very little credit has been given to the receptionists and people that always dealt directly with the customers.  They were probably the lowest paying jobs, so now whenever you call you either have a menu you have to listen to and punch a number or try to enunciate for a computer to answer your questions and direct you.

Oh!!! And by the way, this morning I did get my Free Press.

[Henry]

Hi Henry,

I was on your forum today and read about your customer service experience with your newspaper delivery.

In this day and age, they can subcontract customer service positions from anywhere including out of the United States (outsourcing is another hot topic for another time).  But I think what happened to me, is getting really ridiculous …

I was leaving my office in an old Federal Building in St. Albans, VT when the elevator I was in stopped!  I pressed the ALARM button; could hear the alarm, but no other response.  Pressed the alarm button again; and again no response.  I then saw a CALL and pushed that.  Within seconds a voice came on asking me where I was.  I told her I was stuck in the elevator.  She then asked where?  By this time I figured it was hooked up to the security office who guard several buildings in the St. Albans area; so I told her I was at the Federal Building at 50 South Main Street.  Once again she said where?  I repeated the address.  She then started getting upset with me and said that she needed to know what STATE I was in.  As it turned out – I’m stuck in an elevator in St. Albans, VT and was talking with someone some where in Pennsylvania!!!!  They even outsource emergency call buttons!  I was in that elevator for 35 minutes, not knowing if anyone could hear me yelling, or if even anyone knew I was there.

Thanks for letting ME vent!

Kathy

[MikeF9]

That's just stupid. The bit about an emergency call button rings in PA, that is.
A call button in an elevator should ring into the local 9-1-1. If it's St. Albans, then it rings locally. I think the elevators at school ring into Williston.
Sigh.

[Rev. Elizabeth]

Well, folks, it is 10:30  Saturday morning, and the opportunity to read the Free Press with my breakfast has long passed.  Perhaps with lunch?  The paper has yet to arrive.  I wonder if the powers that be at the paper realize that they stand to lose customers if they cannot resolve this delivery issue in our area.
Rev. Elizabeth

[Henry]

Well, I didn't get my Free Press last Friday and I did talk with the District Manager again.  They do have a new driver that may take over the Route, but that had not been finalized as yet.  The new driver, although I was not given his or her name is from Fairfax.  I received my Free Press yesterday and today - So far, So Good.

In regards to The Franklin County Edition - I got two in my paper this morning.

If the new driver lives here in Fairfax and has been on my forum - He or She may decide not to take the job, but we cranky old people just don't like our regular routine challenged.  We like to get up, have our coffee and read our paper.