Issue 212

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Rory Milne
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Re: Issue 212

Post by Rory Milne » Tue Oct 06, 2020 4:14 pm

learnedrobb wrote:
Tue Oct 06, 2020 3:26 pm
they had the gall to mark copies as "delivered" on people's accounts when they hadn't even been posted. That's not just "teething problems". That's incompetence and lies.

I work in customer service. Its what I do.
I've worked in customer service too, and IT. In this case "delivered" was marked on peoples' accounts due to an automated process, in other words is was down to tech and not a customer service bod. Technically speaking, the website is doing what it's been coded to do; it's the sub company's back office databases not being updated in time that has caused the problems.

Tech doesn't lie, but it does cause problems as often as it helps you get things done more efficiently. That said, I'm not going to tell you what to think.

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learnedrobb
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Re: Issue 212

Post by learnedrobb » Tue Oct 06, 2020 4:19 pm

I can accept that re: it being automated.

But the lack of communication? That's a customer service issue.
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Darran@Retro Gamer
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Re: Issue 212

Post by Darran@Retro Gamer » Tue Oct 06, 2020 8:58 pm

Well this is frustrating.
Unfortunately the mag team have no information about the subscriptions of readers so it's impossible to offer any sort of advice when delays happen or give updates other than what we're told, which we then subsequently pass on.

We do tend to post everything of importance on Twitter now as that's where the vast majority of our traffic and subs complaints are, but I'll make sure any future updates are made here for the readers that still use the forum.

I still don't know why subs haven't arrived yet, but it's looking likely that they should be here by the end of the week. Hopefully this is a glitch due to moving over from the old system, but as the editorial team have no access to that aspect of the magazine it's hard to tell.

As soon as we get more information so will you.
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learnedrobb
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Re: Issue 212

Post by learnedrobb » Wed Oct 07, 2020 3:20 am

No one is blaming you, Darran. This is solely the fault & responsibility of the subs team. They are the ones who haven't even had the decency to let subs know there was a delay.
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ely
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Re: Issue 212

Post by ely » Wed Oct 07, 2020 3:56 am

Exactly how late getting delivered is the issue? Or are people just up in arms because the Subs copies aren't in their hands before the shop copies?

RichL
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Re: Issue 212

Post by RichL » Wed Oct 07, 2020 5:44 am

Nothing to do with being up in arms. The magazine gets 100% support via subscribers and the benefits of subscribing, amongst others, is 'get your issue before its in the shops'

I'm not precious enough to sit here and be thinking dirty people going into Smiths before I've had a chance to look at the magazine either.

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learnedrobb
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Re: Issue 212

Post by learnedrobb » Wed Oct 07, 2020 6:12 am

ely wrote:
Wed Oct 07, 2020 3:56 am
Exactly how late getting delivered is the issue? Or are people just up in arms because the Subs copies aren't in their hands before the shop copies?
For me, it's the poor customer service. As a customer service professional, I find the way that the delay in issuing subs copies has been handled to be terrible. Literally zero communication to subs, and those who have contacted the subs dept have either not been answered, or fobbed off.
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ely
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Re: Issue 212

Post by ely » Wed Oct 07, 2020 7:30 am

Well if it helps my Subs copy has just turned up :)

MatOfTheDead
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Re: Issue 212

Post by MatOfTheDead » Wed Oct 07, 2020 10:22 am

got my sub copy today still not sure if im gonna resub the lack of communication and general change over to the new site has put me off
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ulrich7ad
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Re: Issue 212

Post by ulrich7ad » Wed Oct 07, 2020 10:59 am

Mine has rocked up too.

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Darran@Retro Gamer
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Re: Issue 212

Post by Darran@Retro Gamer » Wed Oct 07, 2020 11:13 am

It appears subs are starting to arrive, so hopefully they'll all hit by the weekend.

I don't know much about this side of the business, but it looks like the delivered section on people's notifications needs to be updated to 'dispatched' as that would make more sense and wouldn't make people worry they've missed an issue. It's a new system from the company we recently bought. That's all I know I'm afraid.

We only make the magazine, so it's deeply frustrating when the thing we love to create each month hits snags outside of our control and we can't offer answers as to why.
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Rory Milne
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Re: Issue 212

Post by Rory Milne » Wed Oct 07, 2020 12:27 pm

Eric wrote:
Fri Oct 02, 2020 11:48 am
I ordered 211 from the new website & never received it. Might take longer as the site gets up and running?
Just noticed that issue 211 has now sold out, although Magazines Direct will likely get some sent back by shops in the next week or so that didn't sell.

Like you I ordered that issue - more specifically on the 3rd of September. I've been told by Magazines Direct over the phone that the quickest way to sort things out would be to ask PayPal for a refund, so I've done that. The other option would have been to wait on the backlog of emails to be gone through before they got around to dealing with mine.

The other thing is that PayPal has a time limit on these things - I had to ask them for a refund and escalate it to their customer service by the 20th of October - all done on their website. Thought you might want to know since you paid for your issue 211 by PayPal too.

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learnedrobb
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Re: Issue 212

Post by learnedrobb » Wed Oct 07, 2020 1:49 pm

My copy has arrived!

Thanks to Darran for doing his best to keep us updated. Still think the subs dept should have been doing it, not him though.

And I'm in the issue!
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Eric
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Re: Issue 212

Post by Eric » Wed Oct 07, 2020 2:25 pm

Rory Milne wrote:
Wed Oct 07, 2020 12:27 pm
Eric wrote:
Fri Oct 02, 2020 11:48 am
I ordered 211 from the new website & never received it. Might take longer as the site gets up and running?
Just noticed that issue 211 has now sold out, although Magazines Direct will likely get some sent back by shops in the next week or so that didn't sell.

Like you I ordered that issue - more specifically on the 3rd of September. I've been told by Magazines Direct over the phone that the quickest way to sort things out would be to ask PayPal for a refund, so I've done that. The other option would have been to wait on the backlog of emails to be gone through before they got around to dealing with mine.

The other thing is that PayPal has a time limit on these things - I had to ask them for a refund and escalate it to their customer service by the 20th of October - all done on their website. Thought you might want to know since you paid for your issue 211 by PayPal too.
Cheers Rory, I will do just that. 👍 I have 211 now via my local newsagents ordering it in special.
Last edited by Eric on Wed Oct 07, 2020 2:35 pm, edited 1 time in total.

psj3809
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Re: Issue 212

Post by psj3809 » Wed Oct 07, 2020 2:29 pm

Yep mines arrived. North Manchester

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