Customer Help for Subscribers

[CELTICWATCHER]

I have recently started a subscription with Total Film and apart from the first issue the next two have never been delivered without me having to phone up, which usually means waiting for 30 mins for someone to answer!! Is their a problem with my subscription or am I having to do this every month, which seems to defeat the object.

P.S. STILL WAITING FOR THE CURRENT ISSUE TO ARRIVE AND GETTING BORED (maybe empire will deliver on time)

[Lizhawkins]

Hey there,

Can you PM me your subscription name, address and contact number and I'll look into this for you?

[Shame on you for mentioning the E-word on here!!!]

[chuffster]

I have emailed customer service several times to ask them why they say my subscription has lapsed,despite me paying 2 lots of £9.75 and only receiving 3 issues.
I have constantly being ignored and find this very frustrating.I'm not on the telephone, so email is my only option.
Why is the customer service so poor??

[Lizhawkins]

Hi chuffster,

Can you PM me your subscription details, eg name, address, when the subscription started, etc, and I'll look into this for you.

Liz

[flippant]

I've been a subscriber here in the US through IMS News for a while now, for both TF and SFX. Everything was smooth for a long time but beginning with SFX 200, now TF 173 and SFX 201, your mags have stopped coming. My subs still have some time to run. I've called IMS and they have no clue what's happening. I've accepted adding issues to my subs to make up these issues, but is there a problem, and when can we expect to get things flowing properly again? Or do I need to cancel my subs if this will be an ongoing problem?

[Lizhawkins]

Originally Posted by flippant

I've been a subscriber here in the US through IMS News for a while now, for both TF and SFX. Everything was smooth for a long time but beginning with SFX 200, now TF 173 and SFX 201, your mags have stopped coming. My subs still have some time to run. I've called IMS and they have no clue what's happening. I've accepted adding issues to my subs to make up these issues, but is there a problem, and when can we expect to get things flowing properly again? Or do I need to cancel my subs if this will be an ongoing problem?

Hi flippant,

I'll contact the overseas subs team and see if I can find anything out for you.

Liz

[James141]

Hi, I’m from the UK and in January I subscribed to Total Film magazine with IMS News using the option of 4 quarterly payments over the year. I bought it as a gift for someone in Canada who loves the magazine. Over three months have now gone by and no sign of any magazines being delivered, yet I was billed for the first quarter in January, and the second payment (another $25) went through in April, and still nothing has been delivered. I have emailed customer service twice and haven’t got any reply. Not happy

[Kiba.]

Hi James, I'm very sorry to hear that.
You could try phoning Subscriptions on 0844 848 2852 and explain the situation, hopefully they'll be able to help.

[Lizhawkins]

Hi James,

Sorry to hear you've had problems with your overseas subscription. I'm not sure you'll have much luck with the normal TF subs telephone number because you paid for your subscription via imsnews.com. But by all means, you should give it a try.

What about stopping the imsnews direct debits, seeking a refund for the issues never received and starting a new overseas subscription directly with TF/Future Publishing: http://www.myfavouritemagazines.co.uk/

Let us know how you get on.

Liz

[James141]

Hi Kiba and Liz, thank you both very much for your help. I decided to phone the subscriptions office in USA and they said that they had sent the first two magazines already, so no idea why they werent delivered. But they will now resend them and hopefully it will work this time. I did think of doing what you suggested i.e. cancel my subscription and start a new one with myfavouritemagazines, but the woman I spoke to was very helpful, so I thought I would give IMS another chance and see how it goes.