Idearc Media I have to pay for their mistake, they call another business to request payment DFW Airport Texas
Idearc published my display ad under the wrong heading, but I still have to pay for their mistake. How is that right? My husband and I have called more times than I can count to discuss the matter with Idearc and we got the "someone will be calling you within 7-10 days". It's been 6 months. We wrote letters and still no response from Idearc. In the letter, we stated that we would not pay for the ad in the wrong heading and to please call us to further discuss.
We never heard a word from them so when our first payment came, I only sent in part of the payment (to cover the items that were placed correctly). We figured that this would prompt someone to call us. Nope. We still do not have a call back. Their customer service reps are the most unprofessional people I have ever talked to. Our claim was submitted to a claims rep who also received our letter.
I have left her several messages and still no call back. Why don't they want to talk to me? The one customer service rep said he is not allowed to comment on the situation, all he is allowed to say is that they got our letter and have found that they did nothing wrong and we owe the money. How can our customer's finds me if I'm in the wrong heading? They said they do not guarantee placement. I understand that, but if I'm supposed to pay for a display ad in a particular heading, I think I should be under that heading. They are now harassing the accounts payable department where I work, which has nothing to do with my husband's business.
I called Idearc's customer service number and told them to stop calling my work that it has nothing to do with the business in question and that they need to be calling the actual business with the dispute. He said okay. However, they are still calling. WTF!!! The same guy asked me "well what is the business phone number?" Shouldn't they know! We are sooooo fed up with Idearc we don't know what else to do. There should be some sort of recourse for businesses that get screwed by other businesses. I wish there was some business similar to a collection agency for me to report them for breach of contract without having to take it to court. They placed an ad in the wrong section that is of no use to my husband's business. So why should we pay for their mistake? When employees make mistakes, the company eats it to satisfy the customer. All we want is to have the display ad fee waived this year. We dont have to worry about next year, because we will NEVER do business with them again.
pissed off "valued" customer
Escalon, California
U.S.A.
3 Updates & Rebuttals
Hillcrest Motel
Moscow,Idaho,
U.S.A.
NEVER do business again.
#4Consumer Suggestion
Wed, February 13, 2008
If you meant it when you said you will not do business with them again, I am sending along this reminder that Idearc will automatically renew your ad. You have to cancel months in advance of the date when your ad comes out or this ripoff company will automatically renew that same ad and increase the price as well. I never received a letter from them offering an opportunity to change or cancel my ad, so by the time I had sent a cancellation request (in writing, and by certified mail) it was too late to cancel. I hope they sue me, since I will not be paying them.
Tomknight
Irving,Texas,
U.S.A.
Idearc Media I have to pay for their mistake
#4UPDATE Employee
Mon, February 11, 2008
You should not have to pay for any mistakes Idearc Media makes. Since you have not received an answer in a timely manner I would suggest going directly to the Sales staff. They will be looking for you to renew your advertising for the coming year and should be motivated enough to resolve your issues. Ask to speak to a manager as most sales reps will not have the authority to issue credit. If the manager does not help ask for the General Manager, Vice President or President of the region. You may need to write to higher management as many managers will not respond to phone calls.
I would also suggest writing to Verizon Executives; since Idearc Media has a contract to provide advertising to Verizon customers. Verizon is Idearc's largest customer and Verizon values maintaining a good reputation and name.
In the event contacting Idearc Management does not work you can simply file a claim in small claims court. This one action will generate more attention to your case and expedite a solution. Sad to say but you have learned from experience that Idearc Media does not respond well to their customers. The courts will be sympathetic to your plight especially when you show a lack of response by Idearc to resolve or even respond to your calls. Small claims court is a simple and low cost process that will receive an immediate response.
Regards, Tom
Cowboydan
Baldwin Park,California,
U.S.A.
Idearc Advertisement under wrong heading
#4UPDATE EX-employee responds
Sun, February 10, 2008
As a former employee of this company I can tell you that you are not the only advertiser complaining, thus the reason they have not returned your calls. The customer service center (CRD as it is called at Idearc) is backlogged with complaints and the company does not want to waste the money to properly staff the centers.
Idearc has lost several lawsuits filed by advertisers and will probably lose many more. They do not look at the big picture (long term) but have a narrow shorterm (What we can get Now) attitude. Unless you are a large advertiser you probably won't get any attention. Your best bet would be to contact the General Sales Manager for your area; His name is Mike Ngyuen (think I spelled the last name right) He has the authority to make things right, if he says he doesn't it simply means he does not want to.
A few years back Idearc's CEO announced "no more refunds for advertisers" instead Idearc's customer service reps will try and negotiate future credit for advertising. On rare occasions they will issue credit if motivated to by Sales management.
Good Luck