I’ve been a longtime Los Angeles Times subscriber and tonight I’ve had it with the subscription tactics that representatives are using to mishandle subscribers and subscriptions.

Here’s my gripe to the LA Times, if someone there is reading this pay attention.

Don’t call customers and throw the terms and conditions card at them. That will only distant subscribers.

I never renewed my subscription and was sent a renewal notice weeks after my PREPAID subscription expired. Apparently the LA Times still had my credit card on file, and would have charged that, but my card expired.  Either way, I received a notice/bill. I attempted to call, and told the representative that if they could honor my previous rate I would renew. If not please cancel.

Tonight I receive a call from a representative, calling with caller ID blocked.

Telling my wife that we basically have an unpaid balance. I told my wife to give me the phone and I spoke the representative and asked her politely, that if she could tell me what my previous rate was, she said $2.99, I said, NO that is not correct. After asking repeatedly, was told that my previous rate was not available. I said, then please cancel. That I never renewed and/or agreed to the new rate.

The rep said I still had a balance to pay. I said that was not going to pay, that I had previously asked for the subscription to be renewed at the previous rate, or go ahead and cancel.

Asked her to transfer me to the cancelation dept, and she refused.  So LA Times, while I like to get the paper, I am protesting the way you customer service representatives handle calls.

#1. if you want to keep and existing customer, always offer them the best promotion. If you hadn’t noticed, we are all having a hard time in this economy.

#2. If you are going to have reps use the T&C card on customers, that’s usually a bad policy, that most of the time will backfire.

#3. Train the reps to be sensitive to customers,   not insensitive. i.e. proper training is key.

Most people would cancel and ignore the bills.

This is a possible resource:
If you need immediate assistance, please contact the VIP Customer Service team at 213-237-3464. You can also send an email to hotissue@latimes.com.
Amber Britton
Marketplace Customer Service Lead