Horrible Customer Service on Mobile app access
mikehood
| Posted in General Discussion on
I have called FineWoodworking customer service numerous times during the past month because the last two issues are not available on their mobile iPad app. On one call, they advised me they were outsourcers and handled 100+ magazines and had no knowledge about FineWoodworking. On a couple other calls they agreed to research and call me back and naturally I didn’t receive a call back. On another of my many calls they were going to email me a coupon code that would allow me to view the last two issues via the mobile app and again I didn’t receive any email. Bottom line: after over a month their mobile app is still not working. Next step is cancel both print and online subscriptions.
Replies
I am in exactly the same boat. I have a bank statement saying I am paid up, but no receipt from FWW, and no magazine on my iPad.
I have the last two paper copies, but only because they were complementary issues as I have contributions in both of them.
Will I even receive my paper copies in the future?
Regards from Perth
Derek
I renewed my subscription in response to an email. It gave me the option to renew for 2 years for $68.21. Great deal. I instantly received an email receipt for that amount for 2 years.
Later, I could not locate that charge, or any charge from Taunton on my Amex statement.
There was, however, one charge on that date from a "Continuity" - the only charge on that date, for $63.17. I called the number, the answer did not give a company name, but went to a menu. The menu item for "sales" didn't work. I left voice mails for both "accounting" and "HR" - no response from either.
I called Amex to get details, planning to file a dispute and was told that "Continuity" is Taunton !
After a couple of days I was finally able to get someone in FW customer service to answer. I explained the "Continuity" business and was told they never heard of it. Strangely, the phone answering voice and first instructions were the same as for FW.
They told me they showed a payment of $34 for 1 year from my Amex on that date. That's not what shows up on my Amex, and there is nothing to FW or Taunton.
I explained that I placed an order for 2 years for $68, and received a receipt stating that; that constitutes a legal contract, and that's what I wanted.
Got this response via email:
"Dear Carey,
Thank you for your email. Actually the correct charge on our database is of $69.90 but the charges are split in our system in two charges of $34.95. This is done internally to make both versions: print and digital work properly; but on your card the whole amount should appear. However, the subscription is for 1 year only. Expiration date is Nov.06th 2023. If you need any further assistance, do not hesitate to contact us."
So, we have 3 different amounts for the same transaction. I ordered a 2 year subscription and they accepted the order and charged me a different amount; which does not agree with what they say.
Still no response. Apparently, they don't understand the definition of a contract.
What a mess ! Does anyone there know what's going on?