I have heard from several newsagents this week of poor to non existent customer service from Fairfax regarding supply issues. If newsagents are not getting responses and assistance from fairfax to queries regarding selling their product then how bas is it for customers calling about a single copy?
What’s been your fairfax customer service experience?
There is no customer service from news or Fairfax.
Very occasionally need to phone Fairfax but when I do I call circulation or our Fairfax rep so for us its not a problem.
However we get a lot of complaints from our customers regarding customer service – long wait time, difficulty with language and even telling customer that no newsagent home delivers to where they live!
I find the biggest problem with customer service offshore is that the workers do not understand how our home delivery system works. Before it went offshore the service was good.
Our major problem is delivery time.
Since printing moved to Ballarat The Age gets delivered 1.5-2 hours later, causing major problems for us to deliver on time.
When you call the Age to complain you might as well be hitting your head against a brick wall because they don’t care and won’t help.
Dean, my Sunday Age delivery driver tells me that next week the Melbourne distribution point (ie after being trucked in from Ballarat) is moving to Derrimut.
I suppose depending on your location, and if they adjust their loading timetables, you may see a change in your delivery times. Hopefully for the better.
Is it really that surprising? We are really talking about the “end days” for the age as a print product. Of course service levels will suffer, the money is just not there to support it anymore. The same with stickers on the front page….they’re desperate, anything to get some revenue. In years to come they will look back and marvel at how printed product hung on for so long. It’s the same with “snail mail” and the the need for “cash”. The world is changing folks.