topic Re: Afraid of complaining? in Community Chat

Afraid of complaining?

suzyQ3 — Wed, 26 Sep 2018 18:07:06 GMT

I wonder whether anyone else has this problem. I'm quite adept at standing up for myself when I think I've been wronged in a transaction. I can calmly but strongly speak to customer service.

But when a transaction is about a sales or seller who knows not just my name but my home address, I have grave reservations. Maybe too grave. I don't know.

We've had an ongoing problem with the delivery of our Los Angeles Times, which we have subscribed to since we married and which my family subscribed to before that. My husband and love that time in the morning, drinking coffee and reading the newspaper and sometimes yelling at each other. :-)

To try to keep this succinct, our newer delivery person who started a few months ago does not adhere to the required time of delivery. He is usually anywhere from 20 to 40 or more minutes late. We are early risers, and often my husband has a case to attend to.

I've reported late deliveries online, and a couple months ago on the phone. Nothing changed. I decide to call again on Monday when our paper was an hour late on Sunday. I asked for a supervisor and began by saying that I demanded anonymity or I would not continue talking. He said in no uncertain terms that they never release the name of the complainant, so I explained the problem. He was appalled and said that he would take care of it that very day.

Yesterday I spotted the delivery guy's van. He left two newspapers: one was the current one. The other was from the day before, marked as late. That second paper was enclosed in plastic that had in huge letters our name and address. Also stuck in their was a piece of paper with tiny print instructing the delivery person to be prompt all the time. I doubt that he even saw that message, and if he did, I have no idea whether he can understand written English.

But the worst is that despite my demand, our anonymity was totally shot. I called yesterday and told them what happened. They had nothing to say but give apologies. A different supervisor said that she would definitely report our delivery problem.

At that point I loudly said that we do NOT want any further communication going to him now that he is aware of who we are. I certainly don't want him to fired, just retrained and supervised. But he doesn't know that.

Oh, and btw, the supervisor mentioned that as early as 5:30 a.m., we can read the e-paper. I laughed and told her about our morning routine that is 50 years old.

BTW, our paper was an hour late today. :-)

Have any of you had such reservations as I do in a case like this?

Re: Afraid of complaining?

jackthebear — Wed, 26 Sep 2018 18:13:00 GMT

@suzyQ3 wrote:
I wonder whether anyone else has this problem. I'm quite adept at standing up for myself when I think I've been wronged in a transaction. I can calmly but strongly speak to customer service.

But when a transaction is about a sales or seller who knows not just my name but my home address, I have grave reservations. Maybe too grave. I don't know.

We've had an ongoing problem with the delivery of our Los Angeles Times, which we have subscribed to since we married and which my family subscribed to before that. My husband and love that time in the morning, drinking coffee and reading the newspaper and sometimes yelling at each other. :-)

To try to keep this succinct, our newer delivery person who started a few months ago does not adhere to the required time of delivery. He is usually anywhere from 20 to 40 or more minutes late. We are early risers, and often my husband has a case to attend to.

I've reported late deliveries online, and a couple months ago on the phone. Nothing changed. I decide to call again on Monday when our paper was an hour late on Sunday. I asked for a supervisor and began by saying that I demanded anonymity or I would not continue talking. He said in no uncertain terms that they never release the name of the complainant, so I explained the problem. He was appalled and said that he would take care of it that very day.

Yesterday I spotted the delivery guy's van. He left two newspapers: one was the current one. The other was from the day before, marked as late. That second paper was enclosed in plastic that had in huge letters our name and address. Also stuck in their was a piece of paper with tiny print instructing the delivery person to be prompt all the time. I doubt that he even saw that message, and if he did, I have no idea whether he can understand written English.

But the worst is that despite my demand, our anonymity was totally shot. I called yesterday and told them what happened. They had nothing to say but give apologies. A different supervisor said that she would definitely report our delivery problem.

At that point I loudly said that we do NOT want any further communication going to him now that he is aware of who we are. I certainly don't want him to fired, just retrained and supervised. But he doesn't know that.

Oh, and btw, the supervisor mentioned that as early as 5:30 a.m., we can read the e-paper. I laughed and told her about our morning routine that is 50 years old.

BTW, our paper was an hour late today. :-)

Have any of you had such reservations as I do in a case like this?

my opinion call and cancel the paper and tell them why

we cancelled ours and don't miss any of it,

in your case it's a bit "cutting of nose to spite face" but not sure what else to do. other than get on LA Times SM

Re: Afraid of complaining?

qualitygal — Wed, 26 Sep 2018 18:21:36 GMT

Wow!! We never a timed paper, or mail delivery. We got it when it was delivered. I'd say you have pretty darn good delivery if you can get it at a set time. I've never even heard of that before. We get our news on line. Haven't received the paper in years now.

Re: Afraid of complaining?

suzyQ3 — Wed, 26 Sep 2018 18:22:09 GMT

@jackthebear, we might cancel down the road, but if we did, we would not give them a reason -- again, the anonymity thing. We just have no idea who or what this person is like.

Re: Afraid of complaining?

SXMGirl — Wed, 26 Sep 2018 18:23:52 GMT

@suzyQ3, I understand exactly what you are going through. We have a similar situation with our mail delivery. If the regular person is delivering, it may be 6 or 7 at night. When the person who fills in for vacation delivers, we get out mail between 8 and 10 in the morning. Our regular person will stop at a home at the beginning of our neighborhood, leave the truck open, and spend time with the people who live there. I have no idea if they are relatives, but it, along with always receiving the wrong mail, is a problem. My neighbor does complain directly to him, but you just don't know what goes through people's minds, especially today.

Re: Afraid of complaining?

BirkiLady — Wed, 26 Sep 2018 18:46:42 GMT

@suzyQ3 This suggestion may help in your next phone call. Please don't use the word, "demand." Those people on the other end of the phone have no idea who you (or your parents) are, nor do they care. When you "demand" something, you've just put them on the defense . . . and they aren't willing to work with you. Simply call and ask for their help in resolving an issue. Get his/her name and (ext. number if possible) and use it during the conversation. Be friendly. Thank him/her for any help they are able to provide.

Then, send a thank you note to that individual for their help and kindness on the phone. It works! They won't forget you and will follow-up with the delivery person to make sure your paper is being delivered on a timely basis! Try kindness. These are probably people making minimum wage; they need a little KUDOS!

BTW: I doubt the delivery person is going to retaliate in any way. Most are adults and have probably had background checks. You sound paranoid about this newspaper issue. Just make a friendly phone call - not a "demanding" phone call. Or, read on-line or buy your paper from a local business early each morning (not the best alternative).

Re: Afraid of complaining?

Free2be — Wed, 26 Sep 2018 18:29:41 GMT

Having that eary morning quiet time to yell about important issues in the morning paper is the best way to start every day. LOL Sounds like the delivery person isn't a morning person and their supervisor isn't paying enough attention. Other than tearing your hair out, maybe leaving the delivery person a tip/incentive with a note asking please be on time? I tend to try the honey alternative to get what I want at least once. I doubt they can be consistent, though. You can't be the ony frustrated customer on this person's route.

Re: Afraid of complaining?

Group 5 minus 1 — Wed, 26 Sep 2018 18:32:03 GMT

Another reason we don't want a paper delivery. Watch the news on the TV.

Re: Afraid of complaining?

Diva on The Q — Sat, 29 Sep 2018 03:27:17 GMT

@suzyQ3: Believe me, I get what you're saying and I understand your frustration. But, what I've realized is in today's world, customer service, for the most part, isn't what it used to be. What (we) think and know is important falls on deaf ears. It seems even the basic elements of good customer service isn't a concern. In this case, hard copies of newspapers. I still like the idea of an actual newspaper and having it delivered at your door on a Sunday morning. But these days, an overwhelming number of people read the paper online. I do sometimes, but it's just not the same. I honestly don't know if you're going to get the customer satisfaction you're entitled to. I, do hope things work out for you. But, if delivery service doesn't meet your needs, you may have to go out and get your paper. UGH! I had to make that decision myself.

Re: Afraid of complaining?

haddon9 — Wed, 26 Sep 2018 18:36:23 GMT

I understand what you are saying...I've been running an Etsy shop for over 10 years. I sell all over the country. Once in a great while it will be to someone who is local.

Well over the summer I had a local sale to a very demanding customer! Things went south with the transaction (you could say he was almost a bully!) and rather than fight him I just gave him a refund and canceled the sale. He was aggressive, knew my name & address and lived within 20 minutes of me.

He was probably the worst customer I ever had....most are overwhelmingly nice.

Re: Afraid of complaining?

Cakers3 — Wed, 26 Sep 2018 18:36:38 GMT

@suzyQ3 I'm not sure how your anonymity was shot. Your delivery person knows where to deliver the paper-therefore knows your address. Your name is just an internet shot away.

The supervisor told you what you needed to hear. That does not guarantee the "new" person will be taken to task and given better training or whatever is needed to get your paper to you at the time you desire.

If your paper was not getting delivered or delivered in the afternoon, that would be one thing. However, I think being a creature of habit can sometimes cause more stress than is needed. If your paper isn't getting there at the exact time you want, you have choices:

Cancel the subscription

Beat the delivery person with the late paper.

Re: Afraid of complaining?

jlkz — Wed, 26 Sep 2018 18:37:01 GMT

@suzyQ3

After 50 years of marriage, I now read the paper on line on my iPad. When we are away, DH actually reads several papers on line. We can discuss what we read without all the papers strewn about.

The printed word gets gathered up within an hour and put in the recycle bin...what a waste ! If I want to do a crossword, I simply print the puzzle.

If I want to remember an item for file or to show DH like an obit of a client or friend, I simply take a photo of it which I can email to whomever might be interested, store, or print and file. Very easy.

Putting up with lousy service is a real bummer. Cancel the delivery and get it on line.

If you are concerned about a backlash, put up a motion detector for night time and a camera for observing who goes on to your property.

If anything seems amiss with the delivery person, I would notify the police about your concern. Better safe than sorry.

Re: Afraid of complaining?

SeaMaiden — Wed, 26 Sep 2018 18:38:58 GMT

@suzyQ3 Your story will make me think twice about complaining....there are a whole lot of nuts ot there!

Re: Afraid of complaining?

BirkiLady — Wed, 26 Sep 2018 18:39:37 GMT

@Cakers3 Great humor!! And wise suggestions to a world problem.

Re: Afraid of complaining?

Mom2Dogs — Wed, 26 Sep 2018 18:40:12 GMT

When we were receiving the Sunday paper we EXPECTED it to be delivered early morning as promised UNLESS there were press problems or weather issues....so yes, I guess we also timed our delivery.

@qualitygal wrote:
Wow!! We never a timed paper, or mail delivery. We got it when it was delivered. I'd say you have pretty darn good delivery if you can get it at a set time. I've never even heard of that before. We get our news on line. Haven't received the paper in years now.

Re: Afraid of complaining?

threecees — Wed, 26 Sep 2018 18:44:13 GMT

@suzyQ3

I feel for you. We have received the same newspaper for 17 years now. Never really

had a problem until early spring when a new delivery person took over for retired

delivery man. Then the headaches started.

We used to receive morning paper around 3 or 4 a.m. in our box by driveway. Now

with new person we were getting it after 8 a.m. Not good. Our paper years ago

would come in the afternoon until a few years ago, they made it a morning paper,

so everyone could have it to read by breakfast.

My husband would bring it in early so I could read after he went to work. By 8

with this new person, my husband does not get to glance at it before work. I

called and explained why is it now coming several hours late. Well a new person

took over. I told them if it continues to come late, I don't want it, I can tell my mom

to save hers. Rep. tells me that they will make a note of it. I am not changing just because THEY hired someone new.

Well, it starts to come a little bit earlier maybe 6 now, until a week or two later when

I am skipped. I make another call to complain, now I leave a message on supervisors

voice mail. I tell him to call me. They tell me I can get a day added to my subscription.

Never get a call from him. A few weeks later, my Sunday paper comes around 10 a.m.

I was not happy. I need to look at circulars and coupons before I go grocery shopping early. Make my 3rd call and tell them this is it. If I do not receive it early EVERY DAY,

from tomorrow on I am indeed stopping the paper. I was very upset.

Now, a few months later, everytihing is going well. We get it before 6 a.m. and I am happy about it. Why should customers have to change just before a new hire takes

over. I understand that it takes time for them to get the hang of it, but I should not

have to keep calling to complain because of their poor service.

Re: Afraid of complaining?

Mom2Dogs — Wed, 26 Sep 2018 18:44:28 GMT

@suzyQ3, I get it...we had a situation with a window sales man earlier this summer... I posted here about it....it was a horrible experience with a salesman that cursed at us seemed and seemed a bit unhinged when he got angry or was questioned about the product. I was even 'told' on these forums by someone that I was not telling the whole story, ha, ha!! I was.

We never reported him because he was the top salesman in the company and we were also concerned because he knew where we lived.

I would be angry that they did not keep your request private.

Re: Afraid of complaining?

Free2be — Wed, 26 Sep 2018 18:45:07 GMT

Suzy, I hope you know me well enough to know I was laughing with you and not at you, just in case there was any doubt.

Re: Afraid of complaining?

patbz — Wed, 26 Sep 2018 18:49:10 GMT

Many years ago we subscribed to LATimes, until they decided it wasn't worth delivering to our small .CA city! We read the LA Times, Washington Post and New York Times online ( with our morning coffee). Less mess, less money, easy peasey!

Re: Afraid of complaining?

Shepherd — Wed, 26 Sep 2018 18:55:06 GMT

While I do understand getting & wanting your AM paper at an early morning time schedule, I do think you are too paranoid. Complaining is the customer's perogative. Sure it's a dangerous world, but we all need to take chances in this life & speak up.

Hope all turns out for the best.