Customer Service Related Issues
To the Fine Woodworking Community,
In response to comments made on this forum, and directly to our customer service and Fine Woodworking staff we are making adjustments to deliver a more streamlined service to those still experiencing issues. We have secured a group of customer service representatives who are trained in Fine Woodworking products, practices, and the current issues that some of you have been experiencing. These reps are tasked with addressing any outstanding issues quickly, and with accurate communication. To ensure that you reach the correct people, a focused email address has been set up and will directly reach this specialized group of reps.
Please email: [email protected]
This is by far the best way to directly resolve issues at this time. We’ve recently switched our fulfillment and customer service provider and we sincerely apologize for any ongoing issues that the Fine Woodworking community has experienced as a result of this transition. We are committed to maintaining the quality and care that you expect from our team.
Replies
This is great to hear and I’m certain too, that the information and feedback you all encounter will translate to an improved experience for all. A few months ago when the change first happened, I realized after reading one of Ben’s responses, that this had to be and has continued to be really hard on the whole FWW Editorial Team because they are the public face of all the good and bad. I’d like to extend my personal thanks to Mike and especially Ben. Ben particularly should be commended not just for weathering the same comments/questions/problems constantly, but because he has done so with as much grace as I think anyone could ask for. It’s no easy task to handle all that negative without pointing fingers or losing your patience at some point. Ben has (in my estimation) done a magnificent job whilst having one foot on the dock and one foot in the canoe at the same time while carrying loads that really weren’t always in his wheelhouse as a responsibility to carry. Bravo Zulu Ben, I’m grateful not just for your contribution to FWW, but also the character you’ve shown while doing so during a time that requires such bearing and tact.
S/F, Shannon
Bravo Zulu Ben? Smeac must have been Navy. I was Army, but agree with him.
+22 years in the Marine Corps. Yes, Ben is deserving of some extra cool points for keeping his cool. I’d have been flipping desks on the ‘inside’ at least 😂
- SMEAC
This certainly seems to be a step in the right direction. But based on my previous professional experiences, it is rather late in coming. I certainly hope it does not fall into the category of too little, too late for I do enjoy the FWW community.
My burning question is ,"who made these ultimate decisions and what drove these decisions?" If the overall deciding factor was profit driven and the same decision makers are in place and unfetter then I wonder what awaits us the subscribers?
Every time I want to bring up an article to read I get a message to get a trial membership even when I have already logged on. This gets quite frustrating. Any suggestions?
The web site appears to have been totally screwed up. The gift subscription that I've given for years is gone, I can't renew. When I emailed at FineWoodworking.omeda.com and they said try certain links, which did not work. Then said call the customer service number.
Did that a couple different days, was told wait times from 30 to 45 min, so didn't wait. This morning I called at 8:45, was told 0 min wait time. At 10 min in was told 6 min wait time. At 17 Min was told 46 min wait time. At 22 min was told 50 min wait time. At 26 min was told 56 min. Finally got the message and gave up. They really don't want to help. Not a good business plan to work so hard at not taking a customers money.
I'll try that new email, but I'm skeptical.
In my experiences' so far when I did call customer service, I found there was a wait for service. However, it was made available to leave a call back number for service. This I did and after a few minutes I received service. All my issues were resolved in a professional manner. Its, my opinion this is moving in the right direction.
I have mailed customer support five times without any response whatsoever! I can't get into my account, can't renew my subscription for the print magazine, and when I phone customer support (from South Africa), the electronic voice tells me that I need to wait for 65 minutes to speak to a human! What on earth is going on at Taunton? I have subscribed for over 25 years and this is not what I expect!
I've got an idea. Scroll up to the top and try the email address that was just offered as the best solution for your concerns.
Hi. Thanks very much, I will do so.
Hello,
I have been a Fine Woodworking print subscriber for about 18 years and a digital subscriber for about 5 years. I absolutely love your excellent magazine and it has taught me many techniques, subject matter, etc. I have had only a 1 day workshop on "How to cut dovetails" and the articles in Fine Woodworking and on line technical content has greatly increased my skill level and consequent enjoyment in making furniture.
I am writing you with a complaint concerning the sloppy and inattentive customer service that is a dis-service to such a great magazine. Ever since you all changed the password system some months ago, I have been having problems logging into my account to view the content.
I have called your Customer Service number several times, over the past several months, since the password change to log into my account with my new password. Unfortunately, this has not been successful. Last week, I called again and spoke to one of the Customer Service representatives and she could not solve the problem. She then said to me that she was going to pass my problem over to the computer whiz guys with an urgent message to call me to assist in solving this problem. No one from computer technical service ever called me, so back to square one!
This week November 29, 2022, I called Customer Service again and no one answered. Rather I got a recording that said the office was closed for the labor day weekend!! Absolutely awful and no excuse for this error.
As well, when I am finally able to log in, the web page always has the word "Subscribe" in the right hand upper corner as if I had not logged in.
I am very disappointed in the customer service department particularly as I really like what I consider the best woodworking magazine and digital service in the market for woodworkers/subscribers.
Pls fix these problems soonest possible. Your subscribers deserve better customer service. Thank you. Respectfully, Jim
KB21,
I just tried logging in after a long hiatus & repeatedly got failed attempts to login. In troubleshooting that, I tried to create a new password since I knew my account name was recognized by the system. My "new" password was repeatedly flagged for not meeting the systems password requirements.
That gave me an idea. I went back to the login page & selected "forgot password" and went thru that process with my old password. That worked. Got a new password and now can login with no problems.
If your old password does not meet the systems new requirements for passwords, it does not tell you what the problem is. It just refuses to log you in. Try creating a new password & see if that isn't what the problem is.
Ed
Yes, it's far past time for FWW to acknowledge that this has been an unmitigated disaster. They should have long ago began the switch back to the old service provider. Whatever contract they may have with the current provider is moot, as they have not been able to deliver anything remotely resembling adequate service. I have cancelled my subscription and am currently trying to get a refund. I am unlikely to renew until they announce a new (or return the old) service provider.
Had trouble logging in and used the above email ([email protected]) They responded that this was the wrong dept! and to call another number. I have had issues logging in several times toward the end of November and beginning of December. It is concerning to be blocked out of content that is paid for and to have to call a number to get it resolved.
Dear Subscriber,
Unfortunately, we do not handle the given request in this department. Please call Editorial at 866-452-5141 for assistance.
Let me join the group of long time, frustrated, users.
Although I'm currently logged into the website, I can't log into the app. It doesn't even recognize my email address. So I called the customer service number above and got a message saying "the offices are currently closed, call back during normal business hours from 8AM to whatever". It is Monday at 8:45AM. Where are you????
I also have a ticket in with customer service because my iPad suddenly lost about 4 years worth of my digital magazines. I paid for them and want them replaced. I've been waiting about 10 days and have received no response from CS.
I'm not trying to "pile on" but this is ridiculous. I've been reading the magazine since the early 80's, I illustrated articles for FW for about 5 years, and I can't even get the time of day.
I asked for my subscription to be cancelled because I still wasn't able to log in and was told it would happen, but never received a refund. I was finally able to log in and it says I'm not subscribed. I haven't been able to access anything since the transition and would like a refund from that time period.
Unknowingly, my subscription expired. This has happened in the past as well....expiration with no notice and no information for me to regarding my now expired subscription; I don't keep a detailed record of my subscription because I should think that would be in my "Account" detail of the Main Menu.
I have been trying to renew; I have subscribed for decades…literally.
I am told to look for Billing Portal….there is no indication where I can find the Billing Portal.
I want to see the terms of my subscription…even though it evidently has expired…dates, what kind/terms…I am unable to locate that information.
Every place else I look I simply see an exhortation for me to subscribe.
You guys have to do better. This magazine deserves better as do your customers.
I would appreciate a reply with some helpful information.
Absolute trash
I had renewed my subscription in November, so there would be no lapse. I never got issues #299 or #301. I did get #300 after an email. I finally called the customer service number in the magazine and talked to a very nice person (forgot her name already) who helped me out.
I should be getting my missing issues soon. I've been a subscriber since #21 and still enjoy the magazine.
FWIW- I had better success in calling over emailing in resolving this.
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