Milwaukee Journal Sentinel Has the Worst Customer Service System I Have Ever Dealt With

After several attempts to have my paper delivered, I have concluded the Milwaukee Journal Sentinel has the worst customer service.

I didn't get my paper on Saturday, called into the Milwaukee Journal Sentinel, had to listen to long sales pitch on their online services, then asks for my telephone number and address, then says it cannot find my account and it will switch me to a person, and then get message that their customer service department is closed and to call again.

On Sunday still no paper. Call again and go through same nonsense, then says it will switch me to customer service representative. Get put on hold, and then voice comes on and says I am in their call back system either because I want to be, or there are too many calls at this time, asks me to leave phone number which I do.

No call back after one hour.

I call again, and again, and again, going through the same nonsense, and then somehow I actually get a person. She said her name was Lisa.

I tell her I haven't gotten my paper and that their automated system did not recognize my account. She says that is strange because all the info is right there.

Then she says paper was suspended as I did not send in payment, and I told her it was on automatic withdrawal. She then says, yes it is, and this is strange, but it is showing that your account is paid up to date. 

I ask if I can then have my paper, and she says that she needed a supervisor to set that up, and she would switch me to one.

I ask what happens when she switches me if the call is dropped, and she says that could not happen, as she could see the supervisors (plural) from where she sat, and none of them were busy.

Of course as soon as she transfers me, I get a message that the anticipated wait is 3 minutes and some seconds. Then it says after a while it is 1 minute and 53 seconds.  Then it says it is 28 seconds. 

Then nothing for about two minutes, and finally a guy answers.

I ask him why I was on hold when Lisa told me that the supervisors were not doing anything. He says that he is the ONLY supervisor there, and he has been busy all morning.

He looks up account, says everything is fine, and says he will have my papers to me within 90 minutes.

90 minutes, no paper, 24 hours and 90 minutes, no paper. Monday paper — no paper!

Tried calling system again today, go through all the nonsense, and then throws the call into the "call back" system. 

Put in my phone number and push , couple of clicks and then welcomes me to call back system, and please put in my number, did that 3 or 4 times, boy am I dumb

Well maybe it finally happened, the JS has decidedly gone Conservative in its Editorials, catering to the outburb crowd in Ozaukee, Waukesha ,etc, where the demographics are better for advertising. Maybe they decided to cut off Milwaukee County from delivery as well — or maybe just Shorewood — even though the editor lives in Shorewood.

Well next call to Chicago Trib. and Wall Street Journal, I use to get both of them and never had delivery issues. I know they are conservative, but they admit it and at least I know where they are coming from. (Much better national and international coverage as well).

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Bob McBride August 21, 2012 at 09:27 PM
Unless they're willing to adopt "The Shepard Express"'s business model, they should probably keep the editorial policy right where it is - in the middle, where no one is happy with it. And I wouldn't count your chickens just yet, Dave. See how a week's worth of delivery goes, first.
$$andSense August 23, 2012 at 02:08 PM
Bad customer service? Try Time Warner. Yikes!
David Tatarowicz August 23, 2012 at 03:42 PM
@$$andSense ------- Roger That !!
Jenny Heyden August 23, 2012 at 04:46 PM
funny story - after my debacle with signing up online and notifying customer service about the NOW delivery to 53211 not being possible, I just started getting it. Am I paying for it? I'm not going to fight it, but I can't imagine how this biz is operating.
Jeff Warg August 24, 2012 at 04:18 AM
The Milwaukee Journal's service in Racine is terrible. My sister missed her Sunday paper last week. She called and was told it would be delivered, it wasnt. When she called to ask where it was, all she was told was she would receive a credit. She did not call for a credit, but for the paper to be delivered. The JS needs to get a clue and find out what customer service means.


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