Customer Help for Subscribers

[McClane29]

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.

Thanks,

Ashley
(Customer Ref: 1006085255)

[Lizhawkins]

Hi Ashley,

I´ll look into this first thing Tuesday. Hope that´s okay, what with Bank Holidays an´ all...

Liz

[McClane29]

No problem. I appreciate your help. Many thanks.

Ashley.

[Lizhawkins]

Hi Ashley,

Just a quick update. It's not looking good, I'm afraid. There don't seem to be any subscriber copies around. I've emailed 4 different people, in different departments, at Future Publishing and they're all coming back saying the same thing - none left. I'm just waiting on one more person to get back to me. I'll let you know as soon as I hear...

Sorry it's not more positive.

Liz

[McClane29]

Originally Posted by Lizhawkins

Hi Ashley,

Just a quick update. It's not looking good, I'm afraid. There don't seem to be any subscriber copies around. I've emailed 4 different people, in different departments, at Future Publishing and they're all coming back saying the same thing - none left. I'm just waiting on one more person to get back to me. I'll let you know as soon as I hear...

Sorry it's not more positive.

Liz

OK, fair enough. That is disappointing, but I do extremely appreciate your help, Liz.

Surely the publishers should print a few extra copies each month, in the event that something like this happens, though.

[Lizhawkins]

It's not over yet, Ashley. The last person on my list has forwarded my query onto about 5 new people, so you never know... Keep you posted.

[McClane29]

Originally Posted by Lizhawkins

It's not over yet, Ashley. The last person on my list has forwarded my query onto about 5 new people, so you never know... Keep you posted.

Thanks, Liz.

[fortunesfool]

Is there a problem with Subs this month. I still haven't received the new Dark Knight issue?

[Jeffbiscuits]

I know they delayed sending out sub copies for a few days to keep the iPad launch and exclusive Batman stuff secret. I still received mine last week. You should have it by now.

[Lizhawkins]

Originally Posted by fortunesfool

Is there a problem with Subs this month. I still haven't received the new Dark Knight issue?

Hi fortunes,

It could very well be lost in post. I think your best bet would be to phone the Subscription Helpline or drop them an email:
0844 848 2852
contact@myfavouritemagazines.co.uk

Phone lines are open:
Monday-Friday 0800-2130
Saturday 0800-1600

Make sure you have your subscription number to hand.

I would probably do it sooner rather than later because there are only a certain number of subscriber copies available each month.

Let me know how you get on.

Liz