Unclaimed
Dow Jones Reviews
887
CLAIMED LOSSES
6
TOTAL REVIEWS
1.3K
PAGE VIEWS
Dow Jones Reviews
New Reviewer
Non delivery of paper over 3 months. At least 5 calls to agents in Phillipines who promise to fix the problem. It is still unresolved
Thi last time I was promised a call back from Dow Jones and the delivery agent. I have received no calls and no paper. Just apologetic emails Its been 3 months!!
ID
Location
Los Angeles, California
Preferred solution
Deliver product or service ordered
New Reviewer
Failed delivery of newspaper.
I have to laugh somewhat at an email stating I may not receive the Wall Street Journal today. I am a subscriber, but I actually receive the paper only about twice a week. Sometimes I go a whole week without receiving my delivery. Last month it was two weeks! I don't know whether it is the Wall Street Journal's fault or the local delivery. I used to contact you when I would not receive the paper, but just got tired of trying. Nothing else to say!
ID
Preferred solution
Deliver product or service ordered
New Reviewer
Negative option marketing scam
In 2010 I renewed on-line for my local paper, owned by Dow Jones. I may have checked a box to allow recurring billing, but for no other publication. Paper stopped being delivered. in 2012 and 2013 I found charges from "DJ Subscriptions". Turns out it was for the iPhone/iPad editions of the WSJ, which I never purposely authorized. Total was $771 charges over 2 1/2 years. Fishy, they had 800 number for Cape Cod times with just answering machine on my bill. They never sent one email to my address that would have indicated to me I had an active account. The amount gradually increased. This was likely a "negative option marketing" scam, which is a pre-checked box on a web form, with something like "Yes, I want the free ...". I am suing, I have filed a complaint with the FTC, and I wish I could put them all in jail.
ID
Location
Fair Oaks, California
Loss
$771
New Reviewer
Does Not Honor Verbal or Written Offer
Update by user Mar 10, 2013
Although I have not made any progress with Dow Jones, I actually received a refund from the third party vender, today, out of the blue. I guess that I will drop the issue, despite all the drawn out aggravation.
Original review posted by user Feb 07, 2013
Dow Jones refuses to provide a refund for one of their magazines that ceased publication. Since I renewed through a third party vendor, they claim no responsibility. Their agent, the third party vendor, is non-responsive. The original notice offered Barron's for the remainder of my SmartMoney subscription term, July of 2016. After 6 months of futile attempts to get a refund, I reluctantly tried to get the Baron's offer; however, now they are only offering 52 weeks. They also rescinded a $149 refund offer they made on 1/11/2013. Clearly, they do not honor their written or spoken words. I would not recommend them as a honorable company to do business with. ID
Loss
$59
New Reviewer
Wall Street Journal customer service, what's that?
You would think that delivering a WSJ to a home in the Charleston, SC area would be a pretty straight-forward affair....anything but! Five straight days with no paper and each time customer service is called, I get a different excuse. The Phillipine customer service desk that fields delivery issue calls is clueless and is only capable of giving a credit for the undelivered papers, not solving the problem. What's worse is that a promise is made daily that a replacement paper will be sent out and it never happens, which only double my infuriation. Clearly a systemic issue with someone asleep at the switch. Who is accountable for this with Dow Jones? Where are they hiding today?
2 comments
ID
Location
Mount Pleasant, South Carolina
New Reviewer
Dow Jones - Wall Street Journal - Says Poor delivery is OK.
I have been a Wall Street Journal Subscriber for over 15 years in various places on the east coast of the US. I have always had either home or office delivery. Until I moved to western North Carolina, I had very few delivery problems. So I also had no real experience with their lack of customer service. Because of heavy rains, wind and heacy dew here in the mountains the paper was being recieved wet and often unreadable. I requested and customer service agreed that the paper should simply be placed in a plastic bag as are many other papers that are delivered. Our local newspaper that contracts for delivery is the Times in Hendersonville,NC. After not receiving the paper or not receiving it in plastic ("Bag paper daily" was now printed on the label sent to them by DOW Jones), I contacted the WSJ customer service. Even after escalation I received no improvement. In fact, the regional delivery coordinator actually told me that my carrier unfortunately does not really want the contract, so she has no leverage. Now, to make the situation even less tolerable, Mr. Luftis from the local times began to call us. He informed me that; "He did not have to deliver my paper if he didn't want to!". and furthermore he said that; " No northern was going to tell him what to do!". The paper refused to return my call. He then told the WSJ that he could not deliver my paper because of "obstructions or orther obstacles that prevent him from delivering a dry paper.". A lie. But it was, by the wording acceptable to use as their loophole in the contract allows. I have photo which I p[rovided to customer service and also told them that I would provide affidavits if needed to show that delivery was safe and easy. I live on a paved road. We have a paved pull-off that the mail carrier uses to put mail in the box. The pull-off then leads across our driveway. No plantings, no obstructions. He was simply lying simply because he could and get away with it. Customer service was unable to correct the situation . I have tried escalating the situation with little success both with in DOW Jones and The New York Times (The subsidiaries parent company). I have not received any response. In fact. now that Mr. Luftis and our local Times newspaper has gotten away with not delivering the WSJ, they now decided to refuse to deliver my paid subscription to The New York Times, home delivery. Investors beware. Research has shown me that this is NOT an isolated incident but a growing problem throughout the US. I have spoken to readers in other counties Hendersonville, Brevard, etc. and other cities and states. DO not subscribe, do not invest in any of these papers or their parent companies! Customer service drives a companies success and the companies do not provide any customer service! New York Times - Worst Customer Service Ever Wall Street Journal - Couldn't care Less about customer service News Corp - The switch board wouldn't even connect me with anyone unless I had a name. Bad comapnaies, bad customer service! NYT, WSJ
12 comments
ID
Location
Alexandria, Virginia
Loss
$57
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Dow Jones
Customer Service for WSJ is in the Phillipines, and is a total joke. They give you the run around, pretend that they'll let you speak to a supervisor.
After 5 minutes, their routine is to say that "a supervisor isn't available, but will call you back later today." Of course, nobody ever calls back. So the next day, you call again, and they pretend they have no record... I've been unable to get my 6 day paper delivery delivered more than 1 day per week. Going on 4 months now.
Over 8 times now, they've told me that the matter is being resolved. As the previous pissed consumer commented, they keep crediting me for missed papers, but are completely unable to do anything to solve the problem. I think this is intentional. But I do not understand why Dow Jones would want to make a mockery of their customers.
I would never never subscribe to any more of their publications. It's ridiculous.
I live in southern CA, and re-subscribed to the WSJ five weeks ago. Right on schedule, after 3 weeks of daily delivery, the same old non-delivery problems started.
WSJ's setup appears to be intentional: Deliver the paper for the first 3 weeks - then stop. They keep your money and dangle you with intermittent deliveries until the subscription expires.
This time, however, I am demanding a refund from Rupert Murdock directly. Isn't this scheme commonly known as a "bait and switch"?