It appears that the great and mighty Oprah runs an organization with a totally incompetent customer service department. This is pretty hypocritical, considering how much preaching she does about healthy relationships, showing caring for others,being an angel, etc.
The sequence of events is:
May 15, 2011
I wrote to O magazine and asked what date my lapsed subscription would be renewed.
John from customer service emailed me back: Your subscription will begin with the May 2011 issue.
I emailed them back with above history: I've received the July issue, but neither May nor June.
I'd like to get both. Please advise. Thank you.
Laurie emailed me: Your renewal notice did not arrive in time for uninterrupted service, and the issues you missed are no longer available. Your renewal subscription starts with July 2011 and continues through June 2013.
I responded: I was told in below correspondence that my renewal would start with May issue, so did not purchase a May or June one for that reason. I assumed I was being told the truth. I know from the Oprah website that back issues can be purchased for $7.00 each, 3 times my subscription rate, so Id like to receive the May and June issues, and have my current subscription expire with delivery of the April, 2012 issue. Since I was told Id receive the May and June issues, that is what you are honor bound to do. Telling me such issues are unavailable is not true. I would expect good customer service, not laziness and lack of caring, from anybody who works for Oprah. Thank you.
John emailed me: Your renewal notice did not arrive in time for uninterrupted service. Service started with the July 2011 issue and will continue through the June 2013 issue.
Youll notice there was no apology or responsibility for his actions or plans for restitution. Only insulting repetition. This told me my email was being read by a scanner, or a very unprofessional person.
I responded: I know this. You did NOT read the relevant correspondence. This was unprofessional, insulting and poor customer service. Take appropriate action. Dont show continued incompetence, or refuse to fulfill your contractual obligation to me.
I sent this: Your lack of response tells me that you dont respect me enough to take me seriously. You obviously have not read the correspondence on this subject, or you read it, but are not
professional and conscientious enough to care about what it says.
Kari wrote: Your previous order expired with the April 2011 issue. Our mailing labels are pre-printed to ensure on time delivery. Your renewal did not arrive until May 13, 2011. At that time the May and June issues had already been delivered. The next available issue to deliver to you on time was the July 2011 issue. We apologize for the confusion and inconvenience, but unfortunately the May and June issues are no longer available. Your subscription renewal began with the July 2011 issue and will expire with the June 2013 issue. Please let us know if we can be of further assistance.
Karis reply showed too much stupidity and laziness for words. Hasnt O magazine ever heard of envelopes and hand written addresses? Or was that before their time? And arent they responsible for the few extra pennies in postage, since they didnt tell me the truth back in
May? Since the September issue said they had back issues that had to be discarded, Kari didnt know what she was talking about when she said May and June were unavailable. Or is it against company policy for different departments to communicate with each other? They CHOSE not to send me the May and June issues. A competent and professional organization would have chosen otherwise!
I responded: Thanks for reading at last ONE email. Now if you reread the original one, below, sent by John on May 20, (with red font to be sure you see it,) youll know that I was told Id
receive the May and June issues. Since I could have bought one from the stand on May 13, had I been told the truth, I would have bought one. When I find out I had been lied to, it was too late. Youre the THIRD person who has told me my request was too late for the May and June issues.
TOO BAD I WASNT TOLD THAT IN THE FIRST PLACE, when I could have bought those two issues on the stand. Your company has an obligation to readers to tell them the truth, so they can make informed decisions. To assist me further, contact your back order department, and get me the May and June issues. I think I deserve them for free due to the aggravation Ive experienced. Sent on May 20, 2011 from www.service.theoprahmag.com. Your subscription will begin with the May 2011
I have not heard from them, so obviously have been blown off. They evidently have no way to make up for incompetent actions. I sent an email to Oprah herself that this post was about to take place, but nobody did anything about it. They either are so lofty in their self view that they are above public opinion, or too incompetent to address it.
I read in the Sept. issue that her office is so cluttered they got a safety violation, and had to call in organizational consultant to help them, INCLUDING DISCARDING MANY BACK ISSUES!
I emailed the editor about the irony of the story about clutter in their office, and how they treated me, and warned her and CS that if I dont get satisfaction, Im sending this story to www.ripoff.report.com, and explaining why. They didnt respond, so here it is.
Why did keep lying to me? Why not express their opinion and policy directly? Were too lazy and uncaring to do the right thing, so f--k you.
Its significant that they dont even have a customer service phone number on the O web page to call and talk to anybody. Thats a red flag that they dont warn to perform real service. There is no real route to solving problems. Their business practices are appalling. How sad that a customer service department needs to protect its workers from performing genuine customer service.
I appreciate the person who posted the 800 number, which I called. I was on hold and got a maddening, We apologist for the delay an agent will be with you shortly message every ten seconds. Not knowing how long Id be in hold hell, I hung up.
Perhaps it is just as well. Shes gone through a recent big transition in her life, and sometimes the chaos that surrounds something like that causes widespread failure. After all, she helped elect a President who, according to people on both sides of the political spectrum and all skin
colors, is running the country into the ground and wants Israel to fall into the ocean, (which means the rest of us will soon follow, which I bet he doesnt get.) Also, she has a useless customer
service department, only a disservice department, so perhaps it is time to re-evaluate the trustworthiness of everything else she creates too. I have lost a lot of respect for Oprah
because of this situation.
At least I know what happened. They filed my email with their back issues and then got rid of it. Thats assuming they even printed or read it.
An angry and disillusioned Oprah reader