Change in Subscription Bureau

[Neil WyattModerator @neilwyatt]

[Neil WyattModerator @neilwyatt]

Existing and potential new subscribers may be interested to know that from the end of September we will be using a new subscriptions bureau to deal with the distribution of MEW and ME.

Hopefully this will ensure prompt responses to subscription queries.

I will post the new contact details when they become available.

Neil

[Michael GilliganParticipant @michaelgilligan61133]

Neil,

Do we need to do anything about existing Direct Debits? … or is this to do with distribution only?

If there is any change made at t'other end; a note of who is drawing the funds would be useful.

Thanks

MichaelG.

[jason udallParticipant @jasonudall57142]

Ah. This might explain the ( to me) extremely early invitation to renew. ..

[jason udallParticipant @jasonudall57142]

Ah. This might explain the ( to me) extremely early invitation to renew. ..

[Neil WyattModerator @neilwyatt]

Posted by Michael Gilligan on 04/09/2015 12:19:54:

Neil,

Do we need to do anything about existing Direct Debits? … or is this to do with distribution only?

If there is any change made at t'other end; a note of who is drawing the funds would be useful.

Thanks

MichaelG.

Just distribution and the processing of renewals/new subscriptions.

Can I be 100% clear this will have NO EFFECT on anyone's existing subscription or payment arrangements, aside from having a new fulfillment company & contacts dealing with any problems that may arise.

Neil

 

Edited By Neil Wyatt on 04/09/2015 22:26:36

[Michael GilliganParticipant @michaelgilligan61133]

Posted by Neil Wyatt on 04/09/2015 22:24:47:

…

Just distribution and the processing of renewals/new subscriptions.

Can I be 100% clear this will have NO EFFECT on anyone's existing subscription or payment arrangements, aside from having a new fulfillment company & contacts dealing with any problems that may arise.

.

Good answer, Neil

Thanks for the 100% clarity.

MichaelG.

[dcostaParticipant @dcosta]

Hello Neil, good evening.

A friend of mine, here in Portugal, needs to renew his subscription (number 0030047142) and can't find the correct address to do so.
Can you, please, let me know the address to pass for him?

Thanks in advance,
Dias Costa

[Neil WyattModerator @neilwyatt]

Hello Dias,

The new contact details are here:

**LINK**

Neil

[Ian HewsonParticipant @ianhewson99641]

Hi

Now on the 3rd day waiting for a response to my query over direct debit payment, two emails to them, no answer apart from we will contact you!

So much for improved service!

[dcostaParticipant @dcosta]

Hello Neil, good morning.

Thank you for your help.

In the text found on your **LINK** the only occurrence of the word renew has no use for the purpose of renewing the subscription.
And, if I try following the option subscribe in the black bar, there's no option to ask for the continuity of the subscription by stating I want the start of the new year subscription renew with the issue immediatly after the last issue of the previous renew. It even doesn't ask for the subscription number. Strange…

Can you help me and my friend further, please?

Dias Costa

[Douglas JohnstonParticipant @douglasjohnston98463]

I too am having a hard time getting my problem sorted. I never received my subscription copy of MEW 234 and sent an email after it was a week overdue. I got the same automatic reply saying my query would be responded to and a few days later got a response telling me a replacement copy would be sent out in a few days. Three weeks later I still have no copy of MEW 234 despite a reminder email which has had no response, apart from the automatic one saying my email had been received and somebody will attend to it.

I sent off another email yesterday and await a positive response. Customer care should have a very high priority in any business so I hope I can can report a good outcome soon.

Doug

[Ian HewsonParticipant @ianhewson99641]

Result, 3/4 hr after posting here, I got an answer!

[Paul TomlinParticipant @paultomlin90922]

Attention to detail seems to be severely lacking.

I received a letter in the post suggesting that I can get a better deal by renewing within X days of receiving the letter. Of course, the URL given didn't work. When I finally found a page to register on, the subscription number printed on the letter didn't work. I sent an email, and was given another number to use, which does seem to have let me register on the site, and it does seem to know about my subscriptions. But no, I can't renew there.

I gave up. It's not rocket science to manage a list of who gets sent what, and take some very occasional payments.

[Neil WyattModerator @neilwyatt]

Hello All,

Sorry I hadn't picked up that these issues were ongoing.

Also, as I'm about 190 miles from the office, I can't just nip over to someone's desk and ask to be shown how the new system works.

I do know that our 'Subscriptions Exec' left at the end of this week and this week the Subs Manager is training up the new exec. This doesn't affect the subs bureau, but does affect our capacity for 'troubleshooting'.

The email address for subs support is help@me.secureorder.co.uk

I can't comment how to renew as I (as you might expect!) don't pay for MEW and have a DD for ME, so I don't get any renewal options.

It's best to send an email to neil.wyatt@mytimemedia.com

As a minimum I can forward your email to someone who will sort things out for you, but I need as much detail as possible.

I will ask for this thread to be looked at by in-house staff, but I know this is unlikely to happen before Monday because of staff holidays.

In the meantime, anyone with unresolved issues please email me with as much detail as possible.

Neil

[jason udallParticipant @jasonudall57142]

This looks like a continuation of the fragment I posted in ” what we did today”…
.
See my solution there

[Ray LyonsParticipant @raylyons29267]

And I thought it was just a gremlin. Last week I had an EMail telling me about the latest edition of the magazine so I logged into the digital site, only to be advised in RED that my subscription was about to run out. I have been a subscriber for many years having bought from issue 1 so I telephoned to find the problem. Very helpful, should not have happened. All OK!!. Next thing I recd an EMail advising me that my subscription has been renewed at £14.63 per Q. I last paid £11.80 in August and when checking, I could cancel my existing subscription and renew for £13.50 every 3 months. (and get a free toy)

Sent them an EMail, they are looking into my query. Why fix something which is not broken.

[Neil WyattModerator @neilwyatt]

Posted by Ray Lyons on 06/11/2015 16:14:35:

Why fix something which is not broken.

In short, many subscribers were telling us the old system was broken.

Clearly this is a transition period, but I hope things will get sorted soon.

Just keep letting me know of any problems and I will pass them on. I have made the subs manager aware of this thread.

Neil

[SteambuffParticipant @steambuff]

Posted by Ray Lyons on 06/11/2015 16:14:35:

And I thought it was just a gremlin. Last week I had an EMail telling me about the latest edition of the magazine so I logged into the digital site, only to be advised in RED that my subscription was about to run out.

.

I think this is normal, I pay by Direct Debit … with about a month to renewal date I get the warning that my subs are about to expire …. this counts down to a few days before the renewal date, then the payment is taken from my account and the message disappears.

Dave

[Ray LyonsParticipant @raylyons29267]

The increase is about 23%, I thought only bankers and MPs see that kind of rise.

[Neil WyattModerator @neilwyatt]

Many companies have introductory offers, and then subsequent costs are higher. You might want to compare with broadband, mobile phone, TV packages, car insurance, health clubs….

We are unusual in that our subscription offers are open to existing subscribers, but naturally it's up to you to find the offer that best suits you.

Neil,

[Ray LyonsParticipant @raylyons29267]

Yes, I do compare but what is the alternative to MEW?. If there is a need to increase subscriptions, then surely the way to do it is to tell the subscriber rather than having to find out in a one line note in the digital edition box. When I telephoned, no reference was made to an increase in charges. Having bought the magazine from the start, I can only say that I now feel sore, not the best of customer relations. When I had a similar problem with my energy supplier it was easy to go elsewhere and saved a lot of money. The increase does not bother me greatly but the way it was introduced can only be described as poor, in my opinion, not a good customer relations effort.

[Dougie SwanParticipant @dougieswan43463]

Why can I subscribe to MEW by DD every three months but not ME?

I wanted to renew my ME but dont want the large expense of yearly

Thanks

Dougie

[BarrydrumParticipant @barrydrum]

After many years of newsagent searching for ME I bit the bullet about six weeks ago and took up the offer of 6 issues for £1 followed by a full subscription. I am still waiting for my first subscribed issue. Many emails to Kate and Diane but not much movement. Originally they lost my application, once found I was sent a copy to as compensation. The latest issue is in my local shop. Emails to them last week just said they are in training, then Saturday I was asked for my mailing address despite the email having my subscription number. I would have thought that in this age of computers and electronics sending out copies of a magazine and handling subscriptions was a simple matter.

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