Next issue late?

[SillyOldDufferModerator @sillyoldduffer]

Funnily enough I've just had three orders cancelled by two different companies. No specific reason given, just a brief note and my money back.

Neither company has a reputation for poor delivery. Nonetheless both failed to deliver after accepting my order. I could conclude that these companies don't care about customer service, have a bad attitude, are totally cavalier, had no intent to supply,didn't try, refused to 'sort it out', and need capital in a hurry. Plus whatever other misbehaviours I choose to accuse them of. After all, how dare they fail! They must be complete INCOMPETENTS, undoubtedly part of a EVIL CONSPIRACY designed specifically to make my life difficult.

Or perhaps something much simpler is going on. They've run out of stock, perhaps discovering what's in the warehouse is soaking wet, or has been nicked. Truth is not everything works perfectly all the time. There is no guarantee of anything being delivered on time, or at all. Technical difficulties, illness, accidents, breakdown, crime, war, disease, terrorism, theft, strikes, human error, legal issues, weather, earthquakes, power cuts, etc, etc, can all intrude.

Paying extra to travel Business class won't save you if the aircraft crashes into a tower block due to a flock of birds flying into the engines. Buying a railway ticket does not guarantee a seat, or that the train will run on time, or even run at all. Your doctor may have to tell you nothing more can be done. Your car might get two flat tyres on the way to an important job interview. Houses get burgled, athletes take drugs, horses are nobbled, people lose their livelihoods, and children drown in the English Channel because their parents wanted them to have a better life.

Mostly commerce makes good by returning our money. They aren't liable for consequential damages or annoyances. Better than politicians, whose delivery record is rarely immaculate!

If a missing hobby magazine causes so much aggro, how do people cope with bullying, divorce, bereavement, redundancy, pension fraud, a flat-lining economy, Brexit, Global Warming, and Globalisation? For the sake of my blood pressure, I try to keep petty incidents in perspective. I admit it's not easy!

Dave

 

Edited By SillyOldDuffer on 06/12/2020 10:23:52

[Neil WyattModerator @neilwyatt]

Posted by Ian B. on 06/12/2020 08:17:48:

I am missing just one issue of ME. Being an extemely reasonable person I am going to write it off. MTM could not care less. However I am in need of one episode in a series of articles. As I do know the author personnally I am going to ask him for a copy. I would rather pay his costs and postages than have to buy it from a commercial outfit that says in its actions it would rather not have subscribers and customers.

Ian,

If you have a subscription, please don't be afraid to contact Help@me.secureorder.co.uk and ask for a replacement.

It is their job to sort out such things.

Neil

[JasonBModerator @jasonb]

Taking my moderators hat of so that I can have a chuckle at the mention of the rail network, it's as though there has never been a late or cancelled train during "normal" times is it. Oh and did not TFL go straight to a reduced service during lockdown?

As for the subs distributors not having stocks of mags, could it simply be that most staff are working from home and even warehouse staff may be reduced, can't really expect piles of spare mags to be sent to someone's home so it kind of makes sense to send straight to the back issues company.

We have all seen the fields of unsold cars going nowhere, Why would MTM still print and publish the same number of mags if there is nobody going to the newsagents to pick up their copy off the shelf. Must be hard to judge the amount for a print run which may again explain why there are no replacements available at teh subs company.

[Nick Clarke 3Participant @nickclarke3]

Posted by JasonB on 06/12/2020 12:25:28:

As for the subs distributors not having stocks of mags, could it simply be that most staff are working from home and even warehouse staff may be reduced, can't really expect piles of spare mags to be sent to someone's home so it kind of makes sense to send straight to the back issues company.

OK Jason – but how many go astray each issue? are we talking about one person being set a dozen mags to forward on or many more?

I hope it is the former.

[Robert ButlerParticipant @robertbutler92161]

I've just sussed where the missing copies are, they are stuck in a broken down goods wagon parked in a siding somewhere waiting to be fixed. Pressure of work or the pandemic has delayed repair. Best get the team fired up to fix it Nick can have his copy then. There's a lot riding on this.

Much ado about nothing! the missing copy can be sourced and if an extra issue is tagged on I fail to see what the problem is. Surely we are faced with somewhat more significant issues. No one is in danger of losing their jobs on rail infrastructure or rolling stock repair whereas many many ordinary workers will be out of work, during and after the the pandemic passes.

Be careful paying for private copies of previous articles – breach of copyright!

Robert Butler

 

 

 

Edited By Robert Butler on 06/12/2020 13:23:25

Edited By Robert Butler on 06/12/2020 13:24:06

[JasonBModerator @jasonb]

Posted by Nick Clarke 3 on 06/12/2020 12:33:45:

but how many go astray each issue? are we talking about one person being set dozen mags to forward on or many more?

I hope it is the former.

Sorry Nick, I don't know figures. Could even be that a larger number than normal went missing on that particular issue and they used up what would normally cover the average shortfall.

A few years back there was a thread on here where the post office managed to misplace a whole stack of mags and a county or two did not get their mag in cases like this it's unlikely enough copies would have been held over to replace.

[Nick Clarke 3Participant @nickclarke3]

I am afraid that as someone who enjoys reading Model Engineer and who subscribes so as to continue to do, I found the response by MTM to a missing issue that demands I stand the financial cost and inconvenience myself unacceptable.

I also find the comments in the preceding post from R.Butler unacceptable and would ask the Moderators to consider if it needs to remain in this thread.

Edited By Nick Clarke 3 on 06/12/2020 13:47:53

[Michael GilliganParticipant @michaelgilligan61133]

Posted by Robert Butler on 06/12/2020 13:19:19:

[…]

Be careful paying for private copies of previous articles – breach of copyright!

Robert Butler

.

I think you will find [but please do go and check for yourself] that with ME & MEW the author retains copyright, and MTM only claims ‘first publication’ and ‘re-use’ rights.

MichaelG.

[Howard LewisParticipant @howardlewis46836]

Not exactly sure what it is; but I am deeply offended.

'Cos I have nothing else to think about?

Howard

[JasonBModerator @jasonb]

Yes would only apply if paying for a copy of the pages from the mag, not the original text etc from author.

[Frances IoMParticipant @francesiom58905]

There was just the one copy of ME and MEW in W H Smiths on Friday whereas precovid there would be about 8 or 10 – I wonder if this is due to decisions by MTM rather than WHS eg by altering the returns policy as computing magazine and Practical Electronics near neighbours on the shelves seem to still be at or near pre-covid numbers.

In an email to Neil I have pointed out a general problem with Subs to MEW in that the algorithm noting that a certain issue is the last in the subscription is based on month of publication and not Issue number thus those whose sub starts at beginning of year will appear to be deprived of 4 issues already paid for.

Edited By Frances IoM on 06/12/2020 14:18:44

Edited By Frances IoM on 06/12/2020 14:19:30

[JasonBModerator @jasonb]

Frances your subs look to be showing 303 as last one so should be no worries there but I only have limited access to what is a hard page to decipher subscriptions page.

[Gavin WhitelawParticipant @gavinwhitelaw12643]

9/12 and 4653 is not here yet – a week late. Contacted MTM and, guess what? They claim it was sent out on Friday (late) and, again, they have no spare issues. It is about time someone at ME or the publishers GOT some spare stock to them as this may well (if the Editor hadn't sent me a copy of 4652) be the second issue that has gone missing. MTM are WORSE THAN USELESS when it comes to customer service – they really don't give a damn. The woman on the phone kept saying sorry – but sorry doesn't post magazines. I will wait and see what transpires. As to Covid being the cause…..well that might have been a valid excuse earlier in the pandemic but ME wasn't late then, nor did it go missing. Something may well have gone wrong with distribution but they have ALL our email adresses so surely they could advise if it is going to be late? Working from home does not preclude emailing………as I said MTM are the Hermes of magazine distribution. NONE of my other mag subs have been late – just ME.

[Gavin WhitelawParticipant @gavinwhitelaw12643]

They are taking the p*ss now. 4652 has JUST turned up 3 WEEKS late. God knows when 4653 will be here. It isn't as if I am on a desert island.

[Robert ButlerParticipant @robertbutler92161]

Gavin, I have Googled (as you do) Rail Customer Service reviews – Trustpilot – National Rail where 83% of customers describe the service as bad and Scotrail 84% of customers describe the service as bad. It occurs to me that those inhabiting fragile structures should not play with solid projectiles.

Robert Butler

[SillyOldDufferModerator @sillyoldduffer]

Posted by Ian B. on 10/12/2020 07:49:05:

…

Let us hope that with a declining advertising revenue they don't lose enough of us loyal subscribers to drive the whole foundationless edifice to the wall. I do have my suspicions that is the intent with the lack of investment.

Regards.

With respect Ian, I don't think you can describe yourself as a loyal subscriber! Angry and disappointed yes. Loyal, no!

I'm not a loyal customer either. I buy the magazines for value and interest. Doesn't have to be pure technical – I enjoyed Peter Shaw's 'How I became a Contributor to MEW' for other reasons! When I or the magazines drift apart I shall stop buying them but so far I'm happy.

In the decade or so I've subscribed to ME and MEW I've only suffered one lost magazine. It was due to Royal Mail losing a pallet and thereby upsetting many subscribers in my part of England. Otherwise, the magazines turn up at about the right time. Sometimes a bit early, sometimes a bit late.

I guess my subscriber experience is far more typical than yours, but of course things go wrong. When thousands of magazines are distributed world wide year on year, it's inevitable some will go astray. It's not personal. Think about it: which is more likely? A fiendish plot to close a 'foundationless edifice' by irritating a few customers, or few customers being accidental victims of a basic admin or delivery problem?

My advice. Keep Calm and Carry On. Some days you're the Statue, others the Pigeon!

Dave

 

 

Edited By SillyOldDuffer on 10/12/2020 09:27:36

[Peter G. ShawParticipant @peterg-shaw75338]

Calloo Callay, Oh Frabjous Day!

MEW 299 IT'S ARRIVED!!!

Along with another 8 items. One wonders if Postie has been saving them up, one does.

Peter G. Shaw

[Howard LewisParticipant @howardlewis46836]

We are sure that our mail is consolidated. None for two or three days then a shipping order.

This morning literally, six itemms, but only two cards!

Saturday deliveries seem rare and are going to get rarer, and with the latest hike in th price of stamps will become even rarer.

Royal mail seems hell bent on following the route of charge more for lesser service. Which is I why I jumped from the bus industry before getting pushed.

Howard

[Neil WyattModerator @neilwyatt]

Just a note on the customer services and replacement issues.

I am not sure exactly how it works, but I think that the distribution waits until the newstrade demand is met before the 'overs' the back issue company.

This means that if people rush into a request for 'missing issues' they will very often be told it is out of stock by customer service. Issue 299 is still not showing as 'in stick' as a back issue and probably will not for a week or two.

I will update the next issue preview soon, I've been holding off because of the delays.

Delivery has been slow on Issue 299, I have had a few people get in touch about it being missing, all of whom eventually had it turn up. The post office is already getting overloaded by the combination of Covid and Christmas, it seems, so patience is appreciated.

Neil

[Gavin WhitelawParticipant @gavinwhitelaw12643]

Posted by Robert Butler on 09/12/2020 22:37:23:

Gavin, I have Googled (as you do) Rail Customer Service reviews – Trustpilot – National Rail where 83% of customers describe the service as bad and Scotrail 84% of customers describe the service as bad. It occurs to me that those inhabiting fragile structures should not play with solid projectiles.

Robert Butler

I will try and keep this civil. Don't be a complete plum. That is not the matter in hand and you know it.

[Robert ButlerParticipant @robertbutler92161]

Gavin, thank you for keeping "this civil"!!?? With respect I am unsure how to interpret "Don't be a complete Plum" if this intended to be a civil response.

In an earlier and subsequent post you eluded to your tireless efforts in keeping the rail network running throughout the Pandemic, the inference being the network was a shining example of how to cope in adversity and MTM's performance by comparison was very poor. With customer surveys ratings of 83% or 84% quoted as "bad" I think the comparison needed to be made in the interests of fairness. You clearly expect MTM to provide standards of service the rail network is totally unable to deliver, whether it is the matter in hand or otherwise.

I would suggest the issues you have raised lie with the distribution network whether Courier or Post Office, the public have turned to online purchases in a big way and distribution services are stretched to the limit and beyond. Staff illness, Covid19 isolation looking after relatives and children unable to attend school all adds to the problem and it is ridiculous to expect everything to run like clockwork.

I understand this topic "has got to you" but you have aired your views and now is the time to regain your sense of proportion, it is only a late magazine delivery and ultimately will not affect your life one way or another. time to move on.

Robert Butler

[Robert ButlerParticipant @robertbutler92161]

Slightly off topic but relevant nonetheless. Forum members may recall I posted in October "Issue 298 Gremlins" where I had received a Mongrel Copy with missing and duplicated pages. Neil & Beth responded positively and on Wednesday I received a replacement although I had already purchased one. It is clear the system works and a little patience is required. Thank you Neil & Beth.

Robert Butler

[Gavin WhitelawParticipant @gavinwhitelaw12643]

Posted by Robert Butler on 10/12/2020 18:14:13:

Gavin, thank you for keeping "this civil"!!?? With respect I am unsure how to interpret "Don't be a complete Plum" if this intended to be a civil response.

In an earlier and subsequent post you eluded to your tireless efforts in keeping the rail network running throughout the Pandemic, the inference being the network was a shining example of how to cope in adversity and MTM's performance by comparison was very poor. With customer surveys ratings of 83% or 84% quoted as "bad" I think the comparison needed to be made in the interests of fairness. You clearly expect MTM to provide standards of service the rail network is totally unable to deliver, whether it is the matter in hand or otherwise.

I would suggest the issues you have raised lie with the distribution network whether Courier or Post Office, the public have turned to online purchases in a big way and distribution services are stretched to the limit and beyond. Staff illness, Covid19 isolation looking after relatives and children unable to attend school all adds to the problem and it is ridiculous to expect everything to run like clockwork.

I understand this topic "has got to you" but you have aired your views and now is the time to regain your sense of proportion, it is only a late magazine delivery and ultimately will not affect your life one way or another. time to move on.

Robert Butler

Your sanctimonious response confirms my statement. A complete plum – no bits missing. Anyways, the railways HAVE kept runnng and usually do refund if running late (delay repay) perhaps MTM should do smthing similar as this is the second magazine that has been over a week late. Their email responses are poor to say the least and have not resolved the problem. Even IF they are working from home they can at least reply to emails……

[JasonBModerator @jasonb]

Lets keep the personal attacks out of it.

As for MTM having something similar to to the rail systems refund, surely getting an extra mag tacked onto the subscription is refunding the cost of the missing one.

Edited By JasonB on 14/12/2020 07:28:28

[Michael GilliganParticipant @michaelgilligan61133]

For the convenience of we plebians, watching this gladiatorial battle … Could you please try to keep quotation and response clearly separated.

MichaelG.

[Author]

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