Monday, 25 August 2008

The Australian Financial Review Part 4

This is Part 4.

Part 3 is here.
Part 2 is here.
Part 1 is here.

You'll recall that in our last exciting instalment, we made history. For the first time in the history of The Purple Headed Earls Complaints Blog, we escalated a complaint to Consumer Affairs.

Well, 24 hours is a long time, and I have now finally received a response to my complaint from Fairfax Media:

Dear Dikkii,

Thank you for your e-mail.

Unfortunately the account number that has been provided is for a Sydney Morning Herald account for another customer, not by the name of Dikkii.

I apologise for the nondelivery of the paper, If you could please provide your address details and any further information we will be able to access your account and look into and correct this problem, by crediting your account for missed deliveries and speaking with the newsagency in question. There appears to have been a lack of repsonse [sic] and communication which I again apologise for and hope that once the information is provided we will be better able to help in the matter.

Your subscription has been adjusted accordingly.

Please do not hesitate to contact us should you require further information or assistance.

Kind Regards,
Customer Service Team, or contact us on 1800 252 525 or 13 66 66

Another customer??? You must be kidding.

Utilising a skill I learnt somewhere when I was younger: I am holding in my left hand, while I type with my right, a copy of a confirmation and tax invoice letter that says, quite clearly that the number that I have quoted is mine.

And what is this "Your subscription has been adjusted accordingly" bullshit? They can't locate my account so how could they possibly have adjusted it?

I responded thus:

Dear Alison,

Thank you for your email. I appreciate your response on a Sunday and all, and only wish that you could have communicated this information to me earlier. If you had, we might have been in a position to fix this up before I sent my complaint to Consumer Affairs.

I have attached a scanned copy of a Confirmation and Tax Invoice letter dated 08/07/2008 which confirms my name, subscriber number, address and services provided (i.e. one annual subscription to the Fin, not the SMH).

Could you please confirm if you would prefer a different format to the .jpg file that I have sent?

Yours sincerely,


Not going to be rescinding my complaint to Consumer Affairs just yet. I simply don't know when I'm going to be getting a response to this email, if I ever do.

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