I used to get practical sailor magazine up until I had some issues with my subscription. When I tried to contact them about it I got no response at all. Not a yes, no or maybe. Just silence. So I quit renewing. I received two promotional offers to renew today in email and it just struck me wrong so I felt motivated to send them an email back.
Dear Practical Sailor,
I had quit renewing my subscription some time ago and I don’t intend to renew now. After the last time I renewed and then found out that it wasn’t a special renewal price but just a partial renewal I was very upset. Also I don’t really believe your renew now and get the book of product reviews. Some how the book of product reviews never quite made it to my mailbox. I did contact you about those issues at the time but I guess my business was not that important as you never bothered to respond to my inquiries.
I enjoyed looking at some of the reviews in your magazine. Actually I still do. Since they carry it at the local west marine I will often spend a few moments reading the content and then carefully place the magazine back on the rack.
I admit that the older I get the more of a curmudgeon I become. Some of my serious curmudgeon issues over the years have become being ignored as a customer when trying to get hold of a vendor to resolve a problem and renewal advertising that is less than clear as to what your getting for you renewal. Trust me when i tell you that when you get a special promotional renewal offer and it ends up not being the full subscription you had assumed it to be you get a mite irritable. I guess you could claim it was stupid of me to assume that the special offer was for a full renewal of my subscription. We all know what assumptions will get us. However if I have to be on my guard to read the super fine print when I go to renew a magazine it really spoils the relationship. Rather than a mutually beneficial vendor/customer relationship it starts to feel a bit adversarial. Honestly, adversarial just doesn’t do it for me, it’s just more stress than a magazine is worth.
So, though I appreciate your offer to renew my subscription I just don’t feel comfortable doing so as based on past experience I’m not really sure what I would be getting for my money.
So about two weeks after I wrote this and sent it to them I got an email from them..
Dear Mr. Carle,
We truly apologize for the trouble you’ve experienced. Practical Sailor is published 12 times per year and is a monthly magazine. Throughout the year we have several promotional offers for either a 1/2 year or a full year subscription; the current offer you received via email is for a 1/2 year with 1 free issue (7 issues for $19.97). If for some reason you never received the promotional gift with your last subscription order; we apologize and would be more than happy to send you the Buying Guide.
We understand your frustration and hope that you continue to enjoy Practical Sailor whether it’s by subscription or newsstand.
If I can be of further assistance, please let me know.
Customer Service Manager
I already knew that it was a special offer for a half year and one free issue for 19.95.. Or I should say I now know it was for only a half year and a free issue. At the time I filled it out it wasn’t that obvious to me. Well they did respond to this email where they didn’t the last time. So I suppose I should give them some credit. Sometimes it is so frustrating to have to go to this level of effort to get a response out of a company.