Wall Street Journal: Great Paper, Bad Customer Service

While I’ve seen worse customer service, a recent email exchange I had with the Wall Street Journal to suspend my subscription for a vacation was pretty bad.

I attempted to suspend my subscription via their website and was unable to do so because I kept getting an error. I tried multiple times with 3 different browsers and couldn’t do this on my own, so I made the request via their customer service.

Their customer service department is clearly in need of some help. Read the full text of our exchange below.

__________________________________________________________

—————Original Message Follows: ————————
Hi,
There seems to be a problem with your website.

It is not allowing me to suspend my subscription. I keep getting a page that says “Error: 500″ .

Can you please suspend my subscription from 8/21 to 8/28?

Subscription info:
Chris Rodde
4017 Meridian Ave N
Seattle, WA 98103

Thank you,
Chris Rodde

—————Original Message Follows: ————————

From: onlinejournal2 <onlinejournal2@dowjones.com>
Received: 8/23/10 10:56:16 PM SGT
To: Chris Rodde <omitted>
CC:”WSJ.Service@dowjones.com” <wsj.service@dowjones.com>
Subject: Re: Subscriber having a problem with your website (KMM24125379I72L0KM)

Dear Chris Rodde,

Thank you for contacting The Wall Street Journal Online. We have forwarded your request for suspension of your print subscription to our print customer service for further assistance.

Please contact customer service at the e-mail address below, if additional assistance is required.

Best Regards,
Wall Street Journal Online Customer Support

—————Original Message Follows: ————————

Dear onlinejournal2,

Thank you for your message requesting we suspend delivery of your Wall Street Journal subscription.

Please give us the date to when you want to suspend delivery.

In the future, you may visit us at https://services.wsj.com where you can check your subscription status, renew, suspend delivery or change your address. Other special Web features include a 30 day Article Archive and top headlines.

Thank you for your interest in our publication.

Best regards,

Customer Service Dow Jones & Company

—————Original Message Follows: ————————

From: onlinejournal2 <onlinejournal2@dowjones.com>
Received: 8/25/10 10:40:56 PM SGT
To: “WSJ.Service@dowjones.com” <wsj.service@dowjones.com>
Subject: Re: Response regarding suspend and restart Email ID: (KMM24138932I72L0KM)

Dear WSJ.Service@dowjones.com,

Thank you for contacting The Wall Street Journal Online.

This was sent to the Wall Street Journal online instead of to the customer. Please send your response to the customer.

Best Regards,
Wall Street Journal Online Customer Support

—————Original Message Follows: ————————

On Wed, Aug 25, 2010 at 12:56 PM, WSJ Service <wsj.service@dowjones.com> wrote:

Dear Chris Rodde,

Thank you for your message requesting we suspend delivery of your Wall Street Journal subscription.

Please give us the date to when you want to suspend delivery.

In the future, you may visit us at https://services.wsj.com where you can check your subscription status, renew, suspend delivery or change your address. Other special Web features include a 30 day Article Archive and top headlines.

Thank you for your interest in our publication.

Best regards,
Customer Service
Dow Jones & Company

—————Original Message Follows: ————————

From: Chris Rodde <omitted>
Received: 8/30/10 1:02:53 AM SGT
To: WSJ Service <wsj.service@dowjones.com>
Subject: Re: Response for Suspension Request Email ID:

Hi,

Please see below. The dates I wanted to suspend our subscription were in the original request (8/21 to 8/28). I’m now back from vacation and see that this was not done

Can you please credit our account for these days?

Thank you,
Chris

—————Original Message Follows: ————————

WSJ Service to me show details 3:08 PM (8 hours ago)

Dear Chris Rodde,

Thank you for contacting The Wall Street Journal.

There is no way to verify on our records that you have requested a vacation hold on the dates provided.

We will check with the carrier if your papers were delivered so we could determine you adjustment.

Best regards,
Customer Service
Dow Jones & Company

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