I read all of the community’s responses to my last blog, and had firmly decided that to retain my self esteem and to quit feeling like a sucker, I would cancel my subscriptions. But I really do love this magazine and their other products so I had to let them know why I was canceling. I also emailed a link to the last blog.
The first response was little more than a form letter, backing up their position.
So, I wrote them again with a little more ire in my language.
The second email back was from the same person, short and not too sweet, accepting my cancellations.
I was a little hot being brushed off like this, but under advice of my wife, I decided to let it go. Then yesterday, I received yet another email from them. Ready for another battle and full of apprehension I opened the email.
This is what it said;
First of all I would like to apologize because we have made a couple of errors. I see that your account renewed on a different account. Anyone looking on our system at your original account will see an expired magazine subscription- but it is not true! I see a second account for you that should not have been created, but computers are not perfect, and a second account was started, causing your original account, full of your history, to expire. Your account number is #########. Please allow me to compensate for the inconvenience and the mis-handling of your account. Please also be assured that none of it was intentional. This probably does not help you feel better, so let’s try this. I have put on one year of the online membership to FineWoodworking.com. I have also extended Fine Woodworking magazine two years. None of this will be of any cost to you. It is simply saying we are sorry and you are a valued customer. I cannot tell you how many woodworkers call telling stories of how many years they have subscribed, many tell us the projects they made because of Taunton. I absolutely enjoy hearing every one. We do value your business. Customers like you are the reason we are in existence! So please take the membership and magazine extension as a very small token of our appreciation. Whether or not you renew after that, is of course up to you. Either way, we appreciate your business and value you as a customer. You will not receive renewal notices as you requested. In addition, if you every have a concern about your account, call me directly. Again, I am very sorry for the inconvenience. We did make a mistake and look at the wrong account, but it was accidental. Thank you.
It was from another another representative who had obviously cared enough to do her job and research my problem before responding. This response rebuilt the faith I had lost in the company. Even had she not given me the freebies, I would have settled for acknowledgement and problem solving. Betty went above and beyond for me and for her company.
Thank You Betty
-- Peace in Wood ~ http://dustynewt.com/