I posted in this thread around this time last year, to show my frustration about 'My Favourite Magazines' and their customer service. Unfortunately, I am back for the same reason again!
To cut the story short, I received Total Film Issue 180 (June) about a week before the on-sale date, but it was more battered and torn than an old boot. Fair enough, these things happen with the post. However, surely the "replacement issue" service they offer will give me an actual replacement of the exclusive subscriber's cover version? Actually, no.
I sent an email to their customer service several days before the on-sale date, explaining how I desired the exclusive cover edition. From their response, it seemed the person emailing me understood. Replying:
"I have requested the subscribers copy for you, however if you do receive the incorrect one we will send it out manually to you."
After this, I did receive the normal cover edition, and so replied to this email requesting a subscriber's copy be sent out "manually". The response then was from a different person saying a replacement issue had been sent (no mention of which issue). Of course, another normal cover edition turned up. Oh my!
Just got off the phone to their customer services, where I have been told they don't have any copies of the subscriber's cover edition left in stock - despite requesting a replacement straight away. All I could be offered was to extend my subscription. Oh come on! What is going on with their customer service, it's a shambles. The people I email respond with the 'Total Film' logo as a header. Is this 'My Favourite Magazines' I'm talking to, or actually Total Film, because at least they seem to understand. I just can't contact the same person once a replacement has been distributed, to notify them the request didn't succeed.
I apologise for the "rant", but this is so frustrating. A damaged copy of the magazine which is unreadable, only turns up on rare occasions, but why can't I just get a replacement issue with no fuss? As I mentioned earlier, I had this trouble last year and Liz helped me out with getting the replacement I wanted. Don't know if it would be possible for her to do so again. I hate having to practically beg, but this is what I'm brought down to, in order to keep collecting. Total Film really should have a word with 'My Favourite Magazines' and their replacement issue procedure.
(Customer Ref: 1006085255)