ComplaintsforTV Weekly Magazine

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible delivery service since you went bi weekly 2 missed deliveries and 3 late deliveries I am a disabled senior so I have limited options I have called and gotten nowhere I get 3 other weekly periodicals with no issues My mail person watches for my mail so the problem is all you

  

  Business response

  02/06/2024

  *****,

   

  We're sorry to hear about your delivery trouble!

  We've reviewed your account records and do see several recent misses on file, for which your account has been credited.

   

  An Ongoing Delivery Problem report was passed to the **** at the end of December 2023.

   

  We're not showing that any misses have been reported since this ODP was filed. If you are still having delivery trouble, please let us know! Our support team can be reached at ************.
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Since March of 2022, I have reported 10 problems for either late delivery or missed delivery to TV WEEKLY by opening Support Tickets and all they do is keep extending the subscription expiration date. On November 18, 2023, I called their subscriber support phone number and requested that my subscription be canceled. They refused to cancel the subscription. I then open a Support ticket requesting that my subscription be canceled and that I receive a refund for the remainder of my subscription. Today I noticed that they closed the ticket without informing me why they closed it so I called them. Again today, they refused to explain why the ticket was closed and refused to cancel my subscription.

  

  Business response

  12/13/2023

  Hi ******,

  The below response was sent to your 11/18 online ticket submission,

   

  "******,
  
  Our apologies for the delayed response.
  
  We do see an Ongoing Delivery Problem report was filed on 11/18/2023.
  This puts a flag on your account for the ***** From there, the **** can
  go into their records and examine the issue. In most cases, this action
  is enough to resolve the delivery problem.
  
  Wed also like to review your delivery information to make sure the delivery issue does not stem from there.
  
  Is
  
  *******************
  54 *******
  ********, ** 10956
  
  your correct delivery address?
  
  If not, please let us know by replying directly to this email.
  
  If you still wish to proceed with cancellation, let us know with a direct reply to this email."

  We did not receive a reply.

  When you reached back out on 12/06, in our online ticket followup, we reiterated that the above response had been sent your way, but had not had a response, and then let you know

  "Per your comments in your most recent ticekt, your TVW account has been
  cancelled and refunded for all unsent issues, with the processing fee
  waived.
  
  A check for $75.62 should reach you at the above address in the next ***** business days."

  This reply did not elicit a response from you either.
  

  We did our best to honor your expressed wished without receiving confirmation responses from you.

  As of 12/06, your TVW account has been closed. Your 12/17 issue was already in transit at the time of cancellation, but beyond this issue, no more copies of TVW will be sent your way.

   

  Kind regards,

  ************

  TVW Support
  

   

  If you did not receive the above mentioned ticket responses, which would have come through to your as emails, we suggest you check the spam/filter settings on your email account.

   

  
  
  

  Customer response

  12/18/2023

  Better Business Bureau:

  I have received the refund check from the business in reference to complaint ID ********, and I now consider this complaint resolved.

  Regards,

  *******************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/19/23 ISSUE OF TV WEEKLY NOT DELIVERED WITH FRIDAY SUN/TIMES.I CALLED TV ***************************** SAID THEY WOULD CONTACT CARRIER & HAVE THEM REDELIVER. DID NOT HAPPEN IN TWO DAYS. I CALLED AGAIN & THEY SAID THEY WOULD RESUBMIT REQUIST FOR DELIVERY. AGAIN, DID NOT HAPPEN. I CALLED AGAIN AND ASKED THEM TO JUST U S MAIL ME THE MISSING ISSUE. ******** SAID THEY ARE NOT SET UP TO DO THIS. THERE WAS NOTHING MORE THE COULD DO!! I THINK THIS IS VERY POOR SERVICE TO THEIR CUSTOMERS. I AM CONSIDERING DROPPING MY SUBSCRIPTION.

  

  Business response

  12/13/2023

  Hi ***,

  Your 11/19 miss was recorded into our system when you first reported it on 11/19.
  
  When a miss report of a newspaper delivered *** subscritpion is filed into our system two things happen: 1) a report regarding the missed issue is automatically sent to the paper, along with a request for redelivery, and 2) the *** subscription is atomically credited with an additional two weeks of coverage.
  
  We partner with the paper on delivery, but they are a separate organization over which we do not have direct control. The expectation is that the missed issue will be redelivered within ***** hours, but this cannot be guaranteed, which is why the compensatory credit is atomically applied to the *** subscription.
  
  As a part of  our delivery arrangement with the paper, we are only able to contact them one time regarding each missed issue- this ensures the lines of communication stay clear and that neither team is bogged down with repeated reports on the same problem.
   
  While we understand and sympathize with the frustration of a missed issue-it's why we post the national books at www.tvweeklyhelp.com- once that original report is filed in our system and thus passed to the paper, repeated reports on the same missed issue will not generate further action.
  
  If you continue to experience delivery trouble with the paper, **** delivery is also available, though it is not eligible for the newspaper subscriber discount. If you would like to make the switch to mail delivery, please let us know.
  
  Kind regards,
  
  ************
  Subscriber Services

  Customer response

  12/15/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,  I WOULD THINK FOR GOOD CUSTOMER RELATIONS TV W WOULD JUST U S MAIL ME THE MISSING COPY, NISTEAD THEY CONTACTED THE ***** DELIVER TO "RE" DELIVER THE COPY.  WHERE ARE THEY SUPPOSED TO GET A COPY TO REDILIVER?? NOT GOOD!!
  
  *****************************

  

  Business response

  12/18/2023

  Newspapers are sent bumper of excess issues to so that they have the capacity to redeliver missed or damaged issues. We are not able to mail replacement issues due to the time sensitive nature of the magazine.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called my local TV Weekly phone number on November 5, 6, 7 to report a missing issue. I was assured I would get a PDF. None ever came. I was assured my carrier would deliver the magazine. None ever came. I was assured I'd get the issue from corporate. None ever came.Since this is a biweekly, I will have to wait until November 19 for my next issue. It's a great inconvenience.

  

  Business response

  11/28/2023

  *****,
  
  Were sorry to hear about your delivery trouble!
  For a couple points of policy clarification, when a missed delivery of TVW occurs, several things happen in our system automatically: 1)the miss report is recorded in your account record, 2) a copy of the report is passed to the **** or ****************, depending on the method of delivery your subscription utilizes, and 3) your account is credited with an additional two weeks of coverage.
  With newspaper misses, a request for redelivery is passed to the paper. While the expectation is that the paper will redeliver in ***** hours, the paper is a separate organization, and as such, we do not have direct control over their delivery policies or practices. This is why credit is automatically issued.
  
  For USPD delivered accounts, the miss report is passed to the **** to alert them to the delivery error. Credit is automatically issued here as, due to the time-sensitive nature of the magazine, we are not able to mail replacement issues.

  
  Regarding access to PDFs, it sounds like there was a miscommunication!We have PDFs of our 3 national books available at www.tvweeklyhelp.com. While not an exact substitute for local listings, the national books provide general TV guidance as well as access to the same great article and puzzle content.

  
  Well never email PDFs out- the files are too cumbersome and the local editions are not designed to be utilized in a digital format.

  
  Per your complaints, weve done a thorough review of your account records. The 11/05/23 miss is the only one on file for all of 2023 and your subscription was indeed credited with the automatic additional two weeks of coverage to compensate for the miss.

  
  If you experience any misses in the future, we strongly encourage you to report them, either by phone or our website, as this allows us to track delivery errors and ensures your subscription is properly credited.  
  
  Kind regards,
  TVW Support

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Former subscriber to TV weekly. Now receive calls almost EVERY single day. Called on 11/3/23 to ************ and spoke to ****. Asked to have our record removed from the database, and DO NOT CALL us again. It's not rocket science, and spent almost 30 minutes on the phone - they could not remove us. They wanted to have someone call us back - that is unacceptable. I asked to talk to a supervisor, and was on hold another 10 minutes, to which she said that someone would need to call us back.

  

  Business response

  12/13/2023

  Our sincere apologies for this situation.

  We passed your comments on to the management team at our support center, and it seems a programing glitch within our auto-dial program was flagging your number repeatedly for calls.

  Our IT team has taken a look at the program and corrected the issue, and your information is now firmly listed in our 'Do not contact list'

  Again, our sincere apologies for this situation. We appreciate you bringing it to our attention so that it could be corrected.

   

  Kind regards,

  ************

  Subscriber Services
  

  Customer response

  12/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***********************************

• Initial Complaint

  10/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have misses 3 deliveries of TV weekly (2 weeks each). I have spoken to 5 different representatives who all tell me I will receive the next one that doesn't happen. They blame the post office and when I ask to speak to a supervisor they tell me one is not available or connect me and then the call is disconnected. I asked for a refund and then informed me there was a $14 fee for cancelling. I would like a full refund.

  

  Business response

  11/28/2023

  ******,
  
  We're sorry to hear about your delivery issues! Per your request, your account has been cancelled and refunded. This refund includes 10 weeks of credit that have been applied through the year for misses in 2023, and per your difficulties, our standard $10.00 processing fee has been waived. A refund check for $67.35 should reach you at
  *******************************
  PO Box 1296
  ******, ** 11959
  in the next ***** business days.
  
  Kind regards,
  TVW Support

• Initial Complaint

  08/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/17/2023 I received 2 weeks of the double issue for 7.30-8/12.As can be seen from the above, I received a double issue with final date 5 days before the date received. Please determine the difficulty and debit my account for worthless issues.

  

  Business response

  12/13/2023

  Your 07/30 book has been flagged as a late delivery and your account has been credited with an additional two weeks of coverage, extending your subscription expiration date to 02/08/25.

  When a missed or late delivery is recorded in our system, the associated TVW account is atomically credited with two additional weeks of coverage.

   

  We're not showing that you ever reached out to us directly regarding this late issue.

  To contact our support team directly, you can reach our team by phone at ************, or you can file miss reports on your account by logging in at www.tvweeklyhelp.com.

   

  Regards,

  ************

  TVW Support
  

   

   

• Initial Complaint

  07/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My TV Guide magazines are not being delivered.

  

  Business response

  11/28/2023

  Please strike this complaint from our record. We are TV Weekly Magazine. TV Guide is a separate publication, managed by a separate organization. This person is not in our records and not a subscriber to TV Weekly. We are not able to provide assistance on TV Guide magazine subscriptions as again, TVG is not one of our publications.

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This will seem like an unusual problem.. I am chemical sensitive to paper and ink.. I haven't had too much problem with the ** weekly over the years that I've had it but the past few months the paper and ink are so strong that I have to put it in two bags I can smell it still and when I pull it out to look at it it gets on my hands.. they may have changed recently their process of printing.. I'm sure I'm not the only one that's ever noticed this but it is really terrible..if it continues this way after my subscription next year I will probably have to find something else.. hopefully they could go back to what they were doing before.. this is a health issue for me and may also be for others

  

  Business response

  05/16/2023

  Hi *****,
  
  Were sorry to hear about your difficulties with the print of the magazine!
  
  We reached out to our production team and they have confirmed that there have been no recent changes to the chemical composition of the materials we use.
  If you continue to struggle with the print version, for those who have an active subscription, we also have digital copies of our 3 national books available at www.tvweeklyhelp.com.While not a direct substitute for local listings, our national books provide general TV coverage as well as access to the same great article and puzzle content.
  
  Kind regards,
  
  ************

  Customer response

  05/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Today is February 16, 2023 I contacted TV Weekly @ 9am EST @ ************- **************** Explained my check#*** for $31.74 cleared my bank on FEBRUARY 13, 2023.WHERE IS MY SUBSCRIPTION?**************** said they have no record of me or my check ?????TV Weekly said I would not be receiving any Subscription issues of the magazine ????I said I would file a complaint with BBB.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩