We already have a thread here for bashing espn360.com incredible customer support. I thought I might share with you my amazing adventure with The Hockey News. I post it here for your amusement and because I want to know, if my English is so retarded, or the customer support is making fun of me. It's a long story and a long post...you've been warned
. Sooo...where should I start?
(Note: I have deleted all personal info from the emails).
The Opening Act:
My name is Tomas, I live in the Czech Republic, Europe. At the end of August, I bought a digital subscription of The Hockey News magazine. The deal was 30 (or 40, I don't recall the number correctly) issues for 50 Canadian Dollars. I paid directly to THN. The magazine issues should then be available through another service at Zinio.com. At first, it all worked well. I received the issue with Habs player on the front page as well as the Poolbook and the Yearbook. Then it stopped. Few days ago, I decided to take matters into my hands and I emailed to THN as well as Zinio.com. Below, I post my whole communication with both of these companies.
Behold as the story unveils:
My email to Zinio.com and their reply:
Hello,
I bought a subscription of The Hockey News magazine (30 issues I think) on
Zinio through thehockeynews.com. I paid 50 dollars, received 1 issue, two of
their special editions (Yearbook, Poolbook) and now I don't receive any more
magazines and The Hockey News is not listed in my subscriptions. I include
the receipt of payment below, could you tell me what to do?
Thank you,
Tomas
Dear Tomas,
You have purchased directly through us Maxim and has been correctly recorded. But it is true there is no trace of your The Hockey News subscription. You should contact the publisher to enquiry about this.
I can see from the 25 of July a 3 issues subscription to this magazine that it is already finish, please take this into account, because maybe the publisher made a mistake when transferring your purchase to us. I can not see the number of issues your subscription is composed by, can it be 3 instead of 30? Please double check.
Best regards.
David
My emails with The Hockey News:
First email:
Hello,
on July 25th I bought digital subscription of The Hockey News on Zinio. Zinio delivered 1 issue, your Yearbook and Poolbook but that's all. I haven't received another issue yet and I don't see The Hockey News in "My subscriptions". Also, I can't log in into your system (
https://secure.thehockeynews.com/magazine-login.php), either I put in wrong ZIP code when registering or something doesn't work here. I checked my bank account statetement and the money really went away so I really can't understand what went wrong. Can you please help me?
Have a nice day,
Tomas
PS: Below, I copied the confirmation of my purchase.
THN reply no.1:
Dear Sir/Madam
Thank you for your recent email to the Hockey News.
In response to your inquiry I would suggest that you sign in using your account number: 2 39xx xxxx. You also will have to email
www.zinio.com or
zinio@custhelp.com for further assistance if you are still not able to sign in with your account number. They will assist you with any technical issues with the website.
We thank you for your interest in our publication. Should you have any further subscription inquires, please do not hesitate to contact us.
Charmaine
My reply no.1:
Hello TheHockeyNews,
I still have trouble accessing my subscription. I can't login even with this account number, because my postal number (46xxx) doesn't grant access. I emailed the good folks and zinio.com and they claim that the problem should be on your side. You can find my communication with them below. I also add the statement from my bank account that you have received my payment.
THN reply no.2:
Dear Sir/Madam
Thank you for your recent email to the Hockey News.
I have accessed your account # 2 39xx xxxx, and our records indicate you subscribed for the digital online version, I have made the adjustments to your account for the print version to be mailed to you as of the next issue. The expiry date for your account is July 06 2010.
My reply no.2:
Hello Charmaine,
Thanks for your response but I'm afraid that we didn't understand each other correctly. You say you have changed my subscription from digital online to mailed print version. That's not exactly what I was looking for - see, I live in the Czech Republic, thousands of miles from Canada. That means, that if you send me printed version of your magazine in mail, each issue will arrive here in Europe with approximately 2 weeks delay. The second thing is, that your company would probably pay much more on postage then the 50 CAD I paid you for digital online version. So...please, could you be so kind and figure out a way to make the digital version of the magazine available through zinio.com (as it already worked for three issues)?
Thank you very much,
Tomas
THN reply no.3:
Dear Sir/Madam
Thank you for your recent email to the Hockey News.
My apology, I have switched you back to the digital version. I have reviewed your account and everything seems up to date. Can you try to log on using your account number 2 39xx xxxx. Please advise if you are still having issues.
We thank you for your interest in our publication. Should you have any further subscription inquires, please do not hesitate to contact us.
Charmaine
Customer Service Representative
My reply no.3:
Dear Charmaine,
as I have mentioned twice before, my postal code 46xxx does not work when I'm trying to log on to your site. As there is no "password recovery" mechanism present, I can't access this account. Could you please tell me, what postal code is associated to my account?
THN reply no.4:
Dear Sir/Madam
Thank you for your recent email to the Hockey News.
The postal code we have on file reads: 46xxx. If you are having issues logging in, please email:
zinio@custhelp.com and they will be able to further assist you.
We thank you for your interest in our publication. Should you have any further subscription inquires, please do not hesitate to contact us.
Charmaine
My reply no.4:
Dear Charmaine,
contacting Zinio is not a solution. I log into their system with username
rXXXXXe@gmail.com and whole different password. Logging in there works fine. I have trouble logging into your system at thehockeynews.com. Account number 2 39xx xxxx in combination with postal code 46xxx don't work. Just a brief recapitulation of known facts:
I paid 50 CAD to your company (The Hockey News).
The Hockey News should have made such arrangements to let me download their newest issues through service at Zinio.com.
This arrangement worked for three issues then it stopped.
Now Zinio.com say they don't know anything about my subscription for The Hockey News. You say everything is OK, but I can't log into my account on The Hockey News.
As a result, I don't have any new The Hockey News issues.
I don't want to sound arrogant, but I feel that our communication isn't moving the problem forward, so I suggest two possible solutions:
1. Could you please transfer our communication to some of your superiors? I would try to solve the problem with them.
2. Or could you give me an almost-full refund please?
Have a nice day,
Tomas
THN reply no.5:
Dear Sir/Madam
Thank you for your recent email to the Hockey News.
May you please try logging in with this postal code: ZCZE02
We thank you for your interest in our publication. Should you have any further subscription inquires, please do not hesitate to contact us.
Charmaine
My reply no.5:
Charmaine,
no this doesn't work either. Still getting the "The postal code supplied does not match the postal code on the account" error. I've even tried multiple internet browsers.
Tomas
...More than ten emails and the solution to problem, that originated on THEIR site is no closer than when we started. I feel like I should bash myself ver the head with a golf club for making this purchase.
