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Problem with paper delivery is not a new occurrence but the Wall Street Journal is defining an entirely new dimension. Repeat changes in the carriers are leaving the Customers without proper delivery for days, or week.

We are not receiving the paper since November 13. Calling to their so call Customer Service is an exercise in futility. What a person in the Philippine can do to resolve the issue. There is no transparency in the system of direct responsible operation in the Customer Service organization that are able, or willing to pick up the phone and address and resolve the issue with the Customers.

The Wall Street Journal is a good paper but has a very dysfunctional circulation organization.

Whomever is in charge (a well kept secret!) should be relived from his/her post and a major restructuring of such poor performing should take place immediately. A warning to any possible customer: be aware of the false promises of a dysfunctional organization.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Location: Leesburg, Virginia

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Guest

Used Anonymous' WSJ phone number and got a N.J. based service rep who gave me credit and will attempt to solve my delivery issue .

She said she will call each PM to ascertain delivery .

We shall see if the problem can be solved and report. Phone # is 1-87*-***-****

Guest

After 7-8 calls to Customer service with East Indians that are difficult to understand nothing has solved my delivery issues . Have not received the WSJ since 6/23/2019 after being reassured the delivery issue would be solved by each phone call .

I am trying to get to the Circulation Manager with no success to date .

Customer Service at WSJ has become a joke as one cannot start or stop delivery on dates setup and now no delivery at all after frequent calls to WSJ Customer Service . Ted 7/15/2019

Guest

the WSJ is one of the most costly newspapers...yet, they can't seem to deliver it. I requested an address change to be effective Nov 16, 2017.

Since that time (now JANUARY 19, 2018) i have received only about six papers. I have called, i have emailed -- multiple times.

polite people but

NO NEWSPAPER! WHAT DOES IT TAKE.

I live in suburban Los Angeles, not exactly a remote area.

Guest

You understate the problem. The Wall St Journal refuses to deal with its faulty circulation and makes it virtually impossible to talk to anyone who can resolve the issue.

all you get is people in the Philippines who say that they are sorry!. They unilaterally cancel subscriptions without warning and overcharge for subscriptions when renewed.This of course is a negative to their long term business as sooner or later you just get tired of it and say, i will be satisfied with the FT and the NY Tine business section.

One would have thought that, in these difficult times for newspapers, they would endeavor to be customer friendly. I guess they figure that sooner or later they will go out of business and want to hasten their demise

Guest

Dear dissatisfied sirs, I am not defending the WSJ, but you are overlooking where the real problem may be. Although you touched on it when you mentioned the turnover of the carriers.

First, the newspaper industry is fighting for it's life and they have handed out the largest cutbacks to non unionized people affiliated with them.

The carriers, your service providers, have had their pay cut by at least 50%. In addition, since they are being characterized (unlawfully) as independent contractors, they PAY for everything involved in getting the papers out. Alot have trouble paying their regular bills, much less their constant automobile repairs. If you complain to the paper, they are hit with outrageous fines such as $2 during the week, and $3.50 on Sundays, while their profit could be as little as 15 cents per paper!

Because the pay is so low, many carriers need to take on multiple routes, making "On Time" delivery impossible for everyone.

Unfortunately, writing to your newspaper or any newspaper will not change this because I doubt any of them have their own carriers anymore. Instead, they have outsourced their delivery to companies that deliver ALL the papers. Even more unfortunate, the largest of these companies is owned by The NY Times, and they give priority to their paper in the case of delivery problems. Not to mention, the divergency of political viewpoints between them and The WSJ.

So that your frustrations are directed at the right people, or person, I recommend buying a photo of Bill Gates and some darts.

It was his vision and now reality of a personal computer in every home that is behind the decline and eventual demise of the newspapers as we know them. Of course, that demise may come sooner as the economy and job situation get better as carriers are finding alternatives to "the only game in town for newspaper delivery" which is the strategy that has led to further reductions in their pay. PS.

Try to get your carriers phone number and have them give it out to everyone on your route..you may have less turnover if you do! You can flag him or her down while they are delivering some morning.

Guest

How right you are! I live in Kansas City, Missouri and my home delivery is a joke.

When I travel, I diligently fill out the suspend/resume options on the Journal's "customer we don't care" website. It is ALWAYS screwed up. I was out of town four days this past week, and sure enough, my neighbor picked up all four issues that should have been suspended from my front walk. Tonight, I'm on their website again trying to enter another suspend/resume and the site won't take it because they are "experiencing technical difficulties".

The Journal is a great paper. The Journal's circulation director should be handed their pink slip. It is a disgrace.

Mr. Murdock, are you listening?

Guest

TRy this number it worked for me in the past its 1-80*-***-**** its WSJ "Special Coresspondent Dept" Its USA based and the people are very helpful open M-F est. and will call you back when the matter is taken care of

Guest
reply icon Replying to comment of Guest-904869

This is definitely the BEST number to get somebody on the line to address delivery issues. I've been calling the 1-800-JOURNAL number for over a month with no luck until I stumbled upon the 1-80*-***-****.

Have been told this will be resolved within 2 days and have been credited back a full month for missed issues. Will re-post to update situation.

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