Billing We can certainly understand how unexpected changes in your billing can be concerning. After reviewing your account, our records indicate (orXweXshow . . . . . . . . .) We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Cancellation – End of Pay Cycle We hate to hear of your decision to cancel your subscription with us. You are a valued subscriber to us. If you came to this decision due to continued delivery concerns, we’d love to hear about that so that we can take steps to improve your service moving forward. We have scheduled your subscription to stop at the end of your current pay cycle which is XX/XX/XXXX. After that point, you will no longer receive the paper delivered to your home or have access online. We do hope that you’ll reconsider in the future and subscribe with us again. We thank you for your business with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Cancellation - Immediately We hate to hear of your decision to cancel your subscription with us. You are a valued subscriber to us. If you came to this decision due to continued delivery concerns, we’d love to hear about that so that we can take steps to improve your service moving forward. We have scheduled your subscription to stop immediately as requested. The soonest we could stop this is XX/XX/XXXX (4xDaysxFromxToday). After that point, you will no longer receive the paper delivered to your home or have access online. We do hope that you’ll reconsider in the future and subscribe with us again. We thank you for your business with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Cancellation – Deceased We are sincerely sorry for your loss and extend our condolences. We have stopped (NamexOnxSubscription)’s subscription has been cancelled effective XX/XX/XXXX as requested. We remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Contact Local Office This e-mail address reaches a department that is only equipped to handle subscription concerns. You can reach out to our (relevantXdepartment) department at (phoneXnumberXandXorXemailXaddress) for further assistance. We remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Coupons Missing We apologize for the trouble you’ve had receiving your coupons with your newspaper delivery and can certainly understand that frustration. However, while we work to obtain the maximum available ads and coupons for all our subscribers, we cannot guarantee complete availability on all routes. The areas of distributions are ultimately chosen by our advertisers. You can always go online to www.shoplocal.com to view the current ads available in your area as well. At this time, I have notified our delivery staff of your feedback of not receiving the aforementioned ads. Again, we do apologize for the frustration and inconvenience this may cause you. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. No Coupons – Holiday Our advertisers typically offer reduced or no coupons on holiday weekends so unfortunately, we could not include them in the XX newspaper. The coupons should resume in next week’s delivery as expected. We do apologize for the inconvenience and frustration caused by this. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Delivery Problem – 1st Contact We apologize that (issueXandXdateXrange) and certainly understand that frustration. I have immediately notified our delivery staff of the error and have credited your account for the (missedXdamagedXwet) paper on XX/XX/XXXX. Don’t forget you can access the e-edition (an exact replica of the print paper) 24/7 at www.NxExWxSxPxAxPxExR.com as part of your subscription. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Delivery Problem – Multiple Contacts We apologize that you have had ongoing issues with your paper and can certainly understand that continued frustration. I am immediately issuing credit on your account and will partner with our delivery staff to further understand the obstacles and to ensure that we are getting this improved for you immediately. We certainly do appreciate your business as a subscriber and the patience you’ve had with us through these continued errors. I have also placed a courtesy credit of $X.XX on your account while we work to get this resolved once and for all. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Delivery Problem – Urgent Hot Alert We sincerely apologize for the continued trouble you are having with your home delivery. I can clearly tell by reviewing your account that this has been an ongoing issue. We most certainly do not want to put you through the trouble that you have endured. I have immediately credited your account for the (missedXwetXdamaged) paper and have applied a courtesy credit of $X.XX. In addition, I have personally reached out to our delivery staff and circulation team to highlight the importance of getting this resolved once and for all. Thank you for your continued patience with us during this time. We will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Digital Content Charges We understand the concern you have regarding the additional charges you’ve seen on your bill. Our records indicate that a vacation hold has been applied to the account as previously requested. During vacation stops, the account is credited for the cost of delivery of the print portion of your subscription. As the digital content remains available during the hold, charges associated with the digital content continue to be added to the account. The specified information was outlined in the confirmation email that was sent when the vacation stop was processed. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Downgrade to Digital Only We appreciate your interest in our digital only subscription. Our digital only subscription is currently priced at $XX per month. To switch you to a digital only subscription we will need to cancel your current print subscription and set up a new digital one. This is not complicated, but it is necessary to call our Customer Service Center to process the request as we are not able to start accounts through e-mail or chat communication for your security and protection. We would also like to let you know that for the low price of $XX you can also get (lowestXFOD). The subscription option includes the same great digital access and allows you to take advantage of the coupons included in the physical paper. If you would like to switch to (lowestXFOD) please respond to this e-mail. If you would like to change to a digital only subscription, please call our Customer Service Center using the contact information listed below. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. E-Edition Log-in Error We apologize for any difficulty you may be experiencing while accessing your subscription with us. Please know that your feedback to us regarding this is very important and will be reviewed carefully to allow improvements in service. Please consider trying out the following troubleshooting steps as they have solved most of the reported errors. First, please ensure you are using our latest and most up to date login links as listed below: www.NxExWxSxPxAxPxExRx.com Please follow the following steps. You may normally locate the options to run them under your browser’s internet options menu. 1. Clear temporary internet files/cache. 2. Clear cookies. 3. Shut down and restart the computer. If you still experience problems after taking these steps, please consider trying out an alternate web browser. We support all the latest versions of Internet Explorer, Safari, Google Chrome and Mozilla Firefox. These browsers are free to use and easy to locate and download from any internet search engine. Often, existing or other browser installs may have an incorrect setting or corrupt file which prevents them from working on interactive websites. Doing a fresh install is often all that is required for getting our readers up and running with account access. If problems persist after following the above steps, please reply to this email with your basic system information such as operating system and web browser. Also, include any information such as errors which may be appearing from the website. We will work to assist you as quickly as possible. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Editorial Feedback – Negative We pride ourselves in being a diverse source of local news, please know that we highly value your readership and welcome feedback from all our readers. We are always interested in continuing the conversation by our social and editorial feedback channels. I have passed your comments on to our editorial department. Thank you for your suggestions. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Editorial Feedback – Positive We highly value your readership and welcome feedback from all our readers. Thank you for your kind words. I hope that you will continue to read NxExWxSxPxAxPxExR in the future. I have passed your comments on to our editorial department. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Holiday Delivery I am sorry that there was no paper delivered today and I can certainly understand the disappointment. If your subscription does not include (INSERT DAY OF WEEK), you will not get the paper since we no longer have (INSERT HOLIDAY) as a bonus delivery day. However, I would like to remind you that all subscriptions have full digital access. You will be able to view the entire e-edition (an exact replica of the print paper) by logging into your account. I am very sorry for any inconvenience this may cause you. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. How to Pay Bill Online We apologize for any trouble you have had trying to pay your bill online. I can certainly understand how it can be frustrating if you are not familiar with the system, and I am glad to help walk you through it. Please go to the Account Management page located at https://account.NxExWxSxPxAxPxExR.com and log in if you have not done so already. You can also get there by hovering over the silhouette in the upper right hand corner of most pages of our website. A button labeled "My Account" will appear (this will say "Log In" if you are not logged in). Once you are there and logged in please click on the drop-down menu titled "Manage Account." Select the "Make a Payment" option and you will be brought to a screen to fill out your credit card information. If you check the "Sign up for EZ Pay" box on this page your payment information will be retained and you will be set up on our automatic withdrawal program, but it is not necessary to do so if you do not wish. After entering in your information, simply submit the form and you will be all set. A confirmation of your pending payment will arrive to the e-mail address on file within several minutes of making a payment. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. How to Share Digital Access You can absolutely share your digital access with one additional e-mail address and I would be happy to walk you through the process. Please go to https://account.NxExWxSxPxAxPxExR.com. You will be prompted to log in if you have not done so already. You can also get there by hovering over the silhouette in the upper right hand corner of most pages of our website. A button labeled "My Account" will appear (this will say "Log In" if you are not logged in). From there, you will see a "share digital access" option on the right-hand side of the page. Click on this option and enter in the name and e-mail address of the person you would like to share access with. An e-mail will be sent to their inbox with further instructions on how they can set up their own credentials. If you ever want to change this arrangement, simply go back to the "share digital access" option, remove the existing shared account, and send out a new invitation e-mail by repeating the above process. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Moving We are happy to help you transfer your subscription to your new home. We have processed your request as of (effectiveXdateXorXASAP). You will receive an e-mail confirmation of this change for your records. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Moving – Need Routing Information We are happy to help you transfer your subscription to your new home. We are currently in the process of verifying our delivery capabilities to this address. Please respond to this e-mail with nearby major cross-streets and landmarks so that we have all information necessary for this process. Once we receive confirmation that we do offer home delivery to your address, your subscription will be processed as of (effectiveXdateXorXASAP). You will receive an e-mail confirmation of this change. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Need Account Information We need some additional information before we can process your request. If you would be so kind as to reply with your complete address as well as your telephone number, it would be much appreciated. It is our goal to make sure we are meeting the needs of our subscribers. Once I receive your account information, I can better determine what course of action we need to take. Website Log-in Issue We apologize for any difficulty you may be experiencing while accessing your subscriber account. Please know that your feedback to us regarding this is very important and will be reviewed carefully to allow improvements in service. To ensure that you can access your subscription I have reset your log-in credentials to the following: E-mail: XXXX Password: password Please go to http://www.NxExWxSxPxAxPxExRx.com and click on the silhouette of a head to the right of the magnifying glass icon. This will open a drop-down menu with a “Log-In” button you can click on. You can also go to a log-in field directly by using the link https://account.NxExWxSxPxAxPxExRx.com. Once you enter in the above information the site will prompt you to change the password to anything you choose. If you are still unable to log-in, please consider trying out the following troubleshooting steps as they have solved much of the reported errors. You may normally locate the options to run them under your browser’s internet options menu: 1. Clear temporary internet files/cache 2. Clear Cookies 3. Update your browser to the latest version (if it is not already up to date) 4. Shut down and restart the computer If you find that you still have the same issue after taking these steps, please consider utilizing an alternate web browser. We support all the latest versions of Internet Explorer, Apple Safari, Mozilla Firefox, and Google Chrome, but other or outdated browsers sometimes have difficulty. These browsers are free to use and easy to locate and download through your chosen internet search engine. If you prefer to stay with your current browser, consider uninstalling and reinstalling the program. Sometimes existing or older browser installs may have an incorrect setting or corrupt file which prevents them from working on interactive websites. Fresh installs often solve such issues. If problems persist after following the above steps, or if you require assistance with any of them, please reply to this e-mail with your basic system information such as operating system and web browser. Please also include as much detail about the issue as possible, including any error messages that you receive. We thank you for your continued loyalty, and once again apologize for any inconvenience which you experienced. We will remain available via e-mail, chat, or phone to assist with any additional questions or concerns you may have using the contact information listed below. Newsletter Settings Update We appreciate the time you took to write to us. You can update your newsletter settings from the Account Management page once you are logged in to your subscriber account. To do this, please go to https://account.NxExWxSxPxAxPxExR.com. You will be prompted to log in if you have not already done so and then the site will redirect you to the Account Management page. From there, complete the following steps: 1. Locate the “Newsletter Settings” option. This option is along the right-hand side of the page. 2. Check all newsletters you wish to be sent to your e-mail inbox. If you uncheck any boxes that are already checked, you will no longer receive those messages. 3. Scroll down to the very bottom of the page and click “Save my settings.” Once these steps are completed you will begin to receive the newsletters you chose the next day. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Not Receiving Daily Emails We apologize for any trouble you have experienced receiving your daily e-mails. Please know that while the daily e-mail is a convenient way to reach the E-Newspaper, it is not the only method available to you. There are a few steps to take to ensure that you receive your daily e-mail. The first is to check your e-mail client’s spam or junk mail folder in case it is being filtered out of your inbox. Should you not find it there, you may wish to re-save your newsletter settings from your online subscriber account. To do this, please go to https://account.NxExWxSxPxAxPxExR.com. You will be prompted to log in if you have not already done so and then the site will redirect you to the Account Management page. From there, complete the following steps: 1. Locate the “Newsletter Settings” option. This option is along the right-hand side of the page. 2. Make sure that the “Subscriber Exclusive” Top 5 daily option is checked. You may also wish to check our other additional newsletters while you are on this page should any of them strike your interest. 3. Scroll down to the very bottom of the page and click “Save my settings.” Once these steps are completed you will begin receiving the daily e-mail the next day along with any other newsletters you chose to receive. We thank you for your continued loyalty, and once again apologize for any inconvenience which you experienced. We will remain available via e-mail, chat, or phone to assist with any additional questions or concerns you may have using the contact information listed below. Premium Edition Thank you for contacting us about our Premium Edition content. We first introduced Premium Editions as part of your subscription in 2016. They come as an additional section of your Sunday home delivery with 12 to 20 full color pages of in depth news coverage, great stories and special events. Our members have asked us for more content and we have delivered! Premium editions are a part of your subscription, but just like your Thanksgiving Day Edition are charged separately on your bill. This year we have already seen important topics such as our 50-year legacy of Martin Luther King Jr. coverage, Manned Mission to Mars, Best of the West Destination and Guide to Family Travel to name afew. I am confident that you will enjoy our upcoming special editions. I am so confident that I will buy your special editions for the remainder of this year by giving you a credit on your account. You will still receive this valuable content and this way you can see for yourself that this is something you would not want to miss. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Thanksgiving Day Edition We certainly understand the concern over the additional charge for the Thanksgiving Day Edition. We are happy to provide a Thanksgiving Day paper with additional, sought after bonus content around the holiday season. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Updating Payment Information I am glad that you reached out to us for assistance with updating your credit card information. To update your information online, please log-in to the Account Management page at https://account.NxExWxSxPxAxPxExRx.com. From there, you can click on the drop-down menu titled “Manage My Account” and OptionX1X(printedXbill): select “Make a Payment”. Ensure that the EZ Pay box is checked and enter your information. This will pay your most recent bill and save your information for EZ Pay. OptionX2X(alreadyXEZXPay) select “update Credit Card.” Enter your information and your EZ Pay will be updated. If you prefer, you can also update your credit card information by calling our Customer Service Center at the number listed below. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Vacation – Credit We have stopped delivery of your paper as of XX with delivery resuming on XX. We will suspend delivery of the print edition, and we will continue to charge you the subscription fee, less the then regular amount attributed to providing delivery of the print edition. If you want to stop all charges you must cancel your subscription. During this temporary stop, our content will remain available through all our platforms. You will still be able to access our website, mobile and tablet apps, and e-Newspaper while you are away. Please know that in the future, when you place a temporary hold, you can donate your papers to our Newspapers in Education program. Teachers love using NxExWxSxPxAxPxExRx as a tool to tie daily lessons to real life. Subscribers typically make such a donation when they place a temporary hold on their newspaper delivery of two weeks or less. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Vacation – Late Notice Your temporary hold request is important to us and I have arranged a halt in delivery taking effect on XX/XX/XX and commencing again on XX/XX/XX. Unfortunately, we were not notified in time to have delivery halted for your initial request date of XX/XX/XX and we sincerely apologize. Delivery holds require 2-3 business days before taking effect in most cases, this is because we must ensure our delivery staff are fully notified of the change. We will suspend delivery of the print edition, and your account will be credited for expenses associated with delivery of the print edition until delivery is restarted. During this temporary stop, our content will remain available through all our other platforms. You will still be able to access our website, mobile and Tablet apps, and e-Newspaper while you are away. We thank you for your continued loyalty, and once again apologize for any inconvenience which you experienced. We will remain available via e-mail, chat, or phone to assist with any additional questions or concerns you may have using the contact information listed below. Vacation – Restart I have arranged for your delivery to resume on XX as requested. I hope you have had a lovely time away! We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below. Vacation – Restart – Late Notice I have arranged for your delivery to resume on XX as requested. Unfortunately, we were not able to resume your delivery in time for XX and for this we sincerely apologize. Changes to temporary holds require 2-3 business days of notice in most cases. This is because we must ensure our delivery staff are fully notified of the change. We thank you for your continued loyalty, and once again apologize for any inconvenience which you experienced. We will remain available via e-mail, chat, or phone to assist with any additional questions or concerns you may have using the contact information listed below. Vacation – Will Call I have scheduled your delivery to stop on XX as requested. A restart date has not been scheduled. I need to inform you that subscriptions that have been temporarily stopped for more than 30 days and do not have a scheduled restart date are subject to the current published rate upon restart. We will suspend delivery of the print edition, and your account will be credited for expenses associated with delivery of the print edition until delivery is restarted. During this temporary stop, our content will remain available through all our other platforms. You will still be able to access our website, mobile and Tablet apps, and e-Newspaper while you are away. We thank you for your continued loyalty with us and will remain available via e-mail, chat or phone to assist with any additional questions or concerns you may have. Contact information is listed below.