The FWW Customer Service Line Has Been Down For A Week And A Half
Cayman
| Posted in General Discussion on
Very annoying. Can’t reach anyone. Keep getting a robot voice message apologizing for a systems conversion. Last week it apologized for a ‘staff meeting’. Never heard that before. The robot also refers to “Fin Woodworking”. That’s just embarrasing.
I want to renew my subscription (of 13 years) but am unable to.
Replies
Yes, I agree. I have, or I should say had the online unlimited membership. Last month they also charged me for a full year magazine subscription. I contacted them and told them I never signed up for the print mag and only want the online subscription. To their credit, they refunded me the $34.95, or whatever it was, right away, but now I seem to have lost access online to the unlimited content. I have reached out to them via email several times, but I have not received any response.
Mike J
“[Deleted]”
I've been having no luck in resetting my password several times this month. Inexplicably being logged out and then my password not being recognized. I have requested a link to reset the password but have not found that timely and/or effective. This is new to FW in my years of experience with the website. I have called and stayed on the line despite the weird messaging and have been successful with the service help. Something is wrong and I hope it is fixed soon. This mag is my lifeline to my woodworking and has been for a couple decades. I have found it the best source of info, tips, tricks, techniques and encouragement. I hope that they get this problem fixed soon. I'm getting exasperated.
“[Deleted]”
After reaching their customer service phone line in early January and renewing two subscriptions to the magazine and digital access, they charged my credit card for all of the orders. Now it shows that my subscriptions were not renewed and not sure about digital access. I sent an email to the email address listed on the site to tell them to confirm the orders because they are not showing as renewals on my account. An immediate "auto reply" tells me 24-48 hours for a response. If there don't get this straightened up, I want a credit to my card immediately and I'n done with them.. I've been a magazine subscriber since the mid-1980's and a digital subscriber since it was available.
Unbelievable they can' find someone to fix whatever issues they have. I guess they don't care if I don't buy their products any longer.
They've had issues for a long time.
You would think a multi $M(?)company......things like this start at the top.
I find overall the magazine is becoming a bit stale. On the digital side, when is the last time FWW posted a multi part project build video in the library?
I think the most recent multi-part build video was the Shaker candle stand by Becksvoort. That was Sept of 2020. I miss them too.
Mike
Ummmm, pre-covid?
FYI, we're in the middle of production for a few right now. I'm writing this during my third trip up to New Hampshire to film a video workshop with Dan Faia that will be fairly epic.
During covid, yes, we really had to change gears to technique-driven workshops, but project videos are coming back strong!
You folks should think about doing an article on that 1848 Salmon Falls Mill. There are so many fantastic woodworkers in that one building.
Finally got through by phone. Looks like FWW changed service providers and had a basket full of hiccups. Why are these transitions always so painful?
I was just able to login again in very recently for the first time in many months. I tried many times to work with customer service but to no avail. I even tried to cancel at one point but they couldn't get that done either.
While I would like to keep access to articles and support the magazine, authors and contributors, I really don't know if I'm going to renew. It seems like such an incredible failure to deliver the most basic elements of what was agreed upon and at some point, the responsibility goes far beyond those who administer the specific technical services for the website.
Unfortunately, I don't even have much faith that another glitch won't happen and I'll pay for another six months or more without getting the website access that drives my subscription. I did continue to receive the magazine and I enjoy getting it, but the website is the primary reason I subscribe.
It's a bit of a rant on my part, but I think you get a sense of how much I was bothered by how this was, and still is, being handled.
Best!
" Why are these transitions always so painful?"
Because so few people working in the industry actually know about computers and software anymore ;-) Just because you played a lot of Nintendo as a kid doesn't make you a systems programmer or a DBA . . . but you do work cheaper so let's use you ;-)