INDIANAPOLIS STAR

I have been trying for a couple of months now to get a printed bill to renew my annual or even a 6-month subscription with Indy Star.
They will not send me a bill that includes the length of time that the subscription is for. Last year, I renewed for a certain amount for the year. 10 months later, I received a bill for the coming year, it said I was only covered for 10 months of the previous year and not 12 months. They resolved this, but will not provide me with a print out of the new bill for the coming 6 or 12 months. The only thing on the bill is the amount due the account number and other general information. There is no expiration date or anything that shows how much time this amount covers. I have been going through this for a few months now and every time they tell me that they are going to expedite this to accounting and I would get a new printed bill with the number of months, dollar amount, and more.  hey tell me to be patient and I do, but then I get the same thing in the mail.  
This has caused me nothing but trouble and one should know what she is paying for the coming subscription instead of feeling like I am writing a blank check. 
All in all, I just want to renew my subscription and continue as a customer. I do not want to unsubscribe as others have. I just want to know in writing exactly what I am paying for and I can't trust what they tell me on the phone after my experience last year.

Called to report no delivery at 8:30 A.M. Sunday. Email response said I would get a copy later that day. Nothing showed. I followed prompt on email and registered complaint but no space to add the particulars beyond Missed Delivery.

Customer service was not helpful.  Speaking with a supervisor was of no assistance.  They seemed too willing  to forego my business rather than attempt to correct the situation.

We went online on 2/12 and stopped paper from 2/20 to 3/8 (wanted 3/4 but online system wouldn't take 3/4-5-6-7).  Wasn't delivered on 2/13.  Called again and said paper needed to stop on 2/20 and resume 3/5, not 3/8.  Serv rep said it would be fixed.  Paper delivered 2/20.  Called service and said to stop immediately and resume 3/5.  Left town 2/21.  Neighbor said papers continued until 2/23.  Returned home 3/4.  No paper 3/5 and called to say to resume immediately.  No paper 3/6.  Called again and filed online complaint.  Paper delivered 3/8.  Today is 3/9 and no paper again.  Have filed phone and online complaints again.

I was a loyal customer of the Indianapolis Star for 32 years - Not anymore after being treated this way. 
In January the Indianapolis Star call center called my wife while I was on a business trip and told her that I had signed up to the Star's website to get exclusive articles, which I had never done.  They pressured her into giving them our credit card number to pay for the service by telling her they would cancel our service if she didn't provide a credit card for payment.  When I found out, I called the call center and was initially told they would not charge the credit card and would look into the situation.  A week later I saw the credit card charge come through.  When I contacted the call center a second time, they told me they would not refund the amount.  During the three phone calls with the call center, they told me at first my wife signed us up for the service last year, then that I had signed up for the service.  After I ask for proof, they told me they have don't know who signed us up for the service.  Also, during the call, I ask if the service had ever been used, initially they told me the system was down and couldn't tell me that information.  In subsequent calls they indicated they cannot look that information up.
Not only is this bad customer service, this is fraud by the call center.  I will have canceled my subscription and will never do business with the Indianapolis Star or their parent company again.

We have been Indy Star subscribers since 1993, first in Fishers and now in Westfield.  During our first six years in Fishers, we NEVER experienced a delivery issue.  In fact, we received the best delivery service ever from any newspaper (and we moved every 2-4 years for over 40 years and subscribed to local papers in Pensacola, Jacksonville, Orlando, Columbia (SC), San Francisco, Ca, San Jose (CA), Mountview, Ca, Brunswick and Topsham, ME, Patuxent River, MD, Halifax, Nova Scotia, Detroit, Mi., Chicago, and now Indianapolis.
The absolute worst customer service has been with the |Indianapolis Star since we moved to Westfield.

IThe bill ended up being correct. The newspaper expects you to memorize their ever changing policies.

Add my name to the list of Indianapolis Star subscribers who are frustrated with poor delivery and worse customer service. We subscribe for Thursday and Sunday only delivery and the Star has sunken to an all time low in both areas. 

Last Sunday, Jan. 8, we, again had no delivery as of 9:00 AM.  I called the number, which I now have on speed dial, and was told the paper would be delivered within 90 minutes.  No paper by 12:30.  I called again as was given the same response.  We still had no paper by 8:00 PM which when we stopped checking.

Monday morning, I found two copies of the Sunday issue in my yard.  One was at the end of the drive, neatly folded in the plastic wrapper, just 24 hours late.  The other was spread, page by page, along a 50 foot length of the yard with the wrapper at the far end of the trail.  There had been no wind and none of the pages was damaged.  Maybe this was our carrier?s way of reminding us that we had not given him a Christmas tip for all of the fine service over the year.

My call to the Star was even more frustrating.  I was told that she would tell the Regional Manager and he would speak to the carrier and get back to me to discuss my suggestion that I receive some compensation.  I still have received no contact from the Regional Manger. This morning is Thursday Jan. 12.  I was not surprised to find that our paper had not been delivered by 8:30 AM.  My call this time was even more frustrating.  First, I was told they could not deliver a paper today but my account would be credited.  Oh yes, she also promised to report it to the Regional Manager.  I am still waiting for satisfaction and look forward to going through the same thing next Sunday.

Delivery of the paper was on time until the week of Thanksgiving 11/20/11.  We were informed by the Star that we were getting a new delivery person.  The holiday Thanksgiving newspaper, did not arrive and we had to call for a special delivery.  The paper was delivered within an hour.  The Sunday paper, 11/27/11 did not get delivered so we called again and some one came and delivered the paper to us.  They were saying the problem was that someone was stealing papers in our neighborhood after they were delivered.  I wanted to believe the story, but our neighbors paper on both sides of us and across the street were still there.  So since we are both early risers we decided to be detectives and watch for delivery of the paper so we could catch the person stealing our paper.  

Sunday December the forth we watched the delivery person deliver to our neighbors, but miss our house.  We called customer service again and had the paper delivered to our house.  Sunday, December the eleventh the same situation.  We had to call customer service to have a paper delivered.  Sunday, December eighteenth, the same situation, but after an hour we still had not received out paper after our phone call.  We called customer service to cancel the paper.  

To get to a live person on customer service you have to go through an automated system which is not pleasant when you are calling week after week.  Please hold on the line to the next representative gets old.  The representative is professional and just doing her job.  She is using a checklist she must follow, but the question on why we are canceling our paper put my wife over the edge.  

We were told we would get a check in the mail in 4 to 6 weeks for our remaining balance on our account.  This time frame is not good customer service.  The amount is only $14, but it is the principle of the situation.  They can hold our money for over a month when they were not performing the service we are paying for.     

One last complaint.  Each time we had the special delivery they would ring our door bell and knock on our door which would make our eighty pound dog go crazy.  We have a sign on our door which states "No Soliciting of any kind" and we have furniture on our porch to make it inconvenient to reach the door.

We enjoyed reading the paper for the local news and for the different opinions that the paper prints.  I am not going to pay for a service that is not performed satisfactorily.

Please read above.  Horrible customer service.  Tried to sell me something during a complaint call!

They are the only newspaper in town, and could care less about my one little subscription.  It just shows you what customer service has come to in this country, a bunch of voice prompts and then ultimately, an unfriendly person with no intention of helping you.  Sad!

They promised 2 weeks ago that a supervisor would call me, no one called back. I called another time and they said a district manager would call me, no one called back. I called again and they said the same thing, that a district manager would call me and again, no one called me back.

Last Sunday, when I got my newspaper a lot of sections were missing and I called them and they weren't there. I tried the next business day and the girl took the message said that she would send somebody out with those sections missing. So I waited a couple of hours and nobody showed up. I called them back and the man said that they didn't even have me on the computer that said I had called. He said that he would credit my account, however the crediting of the account would not give me those sections of the paper. I could go out to the library and get the paper for free. I talked to his supervisor and she said that they would send somebody out to give me my paper, they did not show up. She called me the next day and asked if I had gotten my paper and she apologized and asked if I wanted the Sunday paper with the regular paper. I actually got the Sunday paper with the regular paper. It was late, but it was there!

THE PAPER WAS ACTUALLY PURCHASED FOR MY MOM, SHE LIKED THE TV GUIDE IN THE SUNDAY PAPER, AND I LIKED THE ADS TO LOOK AT. MOST OF THE REST OF THE PAPER SEEMED TO BE VERY "ONE-SIDED".

I AM YET TO RECEIVE A COPY OF THE WEEKDAY NEWSPAPER. I HAVE CALLED 3 TIMES TO THE CUSTOMER SERVICE CENTER AND THEY APOLOGIZED EACH TIME AND PROMISED TO GET THE DELIVERY STARTED. IT HAS BEEN OVER A WEEK SINCE MY LAST CALL AND STILL NO DELIVERY. SO MUCH FOR A ''FREE'' OFFER. I GUESS YOU GET WHAT YOU PAY FOR.