The Times Subscription Vouchers Review
The Times and Sunday Times Subscription Vouchers Service
- Exceedingly Poor Customer Support
I have ordered the pre-paid The Times and Sunday Times Subscription Vouchers since November 2010 as I enjoy the football coverage in the newspaper.
The service was excellent until the Autumn 2018 when the Times did not send out the October to December 2018 Vouchers Booklet.
Despite numerous phone calls and emails The Times failed to send out any vouchers for this period.
The same thing has now happened for the January to March 2019 Vouchers. I should have received the Vouchers Booklet by the end of December 2018 but they have still not been sent out to me despite my phone calls and communications.
The Vouchers have been paid for and the service that Times and Sunday Times Voucher Department are providing is in my view truly dreadful. It is so disappointing and at the same time nobody appears to be accountable or cares about this truly disgusting service.
If anyone else is thinking of taking up the Times Vouchers - please be aware what you are letting yourself into.
Yours RL
An extremely disappointed customer
The Times emailed on 21 Jan at 17:57
Following on from our previous conversation over the phone, I can confirm that I have escalated your case over to my seniors and have emailed them both personally explaining the case in more detail, asking them to look in to it urgently. I have also asked them for compensation on your behalf regarding this.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
GFM TNL Escalated
Online Customer Services
The Times emailed on 11 Jan at 18:07
Thank you for contacting us.
This email is to confirm that your vouchers will be resent by recorded delivery. They should arrive in 5-7 days. Thank you for your patience.
If you require any further assistance, please do not hesitate to contact us at The Times & The Sunday Times and we will be happy to help. You can also find our online help hub here. I hope you are having a nice week.
Kind regards,
WW
Online Customer Services
The Times emailed on 3 Jan at 15:46
Thank you for contacting us in regards to your voucher booklet not arriving.
Whilst on the phone you requested for an email to be sent to confirm the replacement of the voucher booklet has been sent. I can confirm the booklet has been sent and will arrive within 7 days.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
E
Online Customer Services
The Times emailed on 22 Dec 2018 at 15:20
Thank you for contacting us in regards to your Voucher Booklet.
Thank you for notifying us of of your absent voucher booklet. We apologise for any inconvenience caused by delay in arrival. As discussed, refund has been applied to your account.
I can confirm that a refund ( £104.01) has been applied to your account via your registered billing account.
We will ensure that this matter is looked into to ensure it does not reoccur.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
A
Customer Services Senior
The Times emailed on 15 Dec 2018 at 10:17
I am sorry to learn that you are still awaiting your voucher booklet.
I can confirm that a second voucher booklet is being sent to you and will arrive before the 22/12/2018 and all vouchers will be redeemable starting form the 01/10/2018.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
AH
Online Customer Services
The Times emailed on 12 Dec 2018 at 10:58
Thank you for contacting us regarding your lack of vouchers, I am sorry to hear that this has happened twice now and hope I can answer your questions for you.
Due to some errors in the mailing system vouchers can get lost sometimes. Both booklets seem to have had trouble reaching you. In the meantime I have credited your account for the period of 01/12/18 - 30/12/18.
In the meantime may I ask how you have been receiving the paper in the meantime?
Just as a reminder, your subscription to our 7 day Print Pack provides you with access to smartphone app so you can keep up to date and well informed by accessing this through one of the above channels.
I hope you enjoy the rest of your week. If you need anything else, please don't hesitate to contact us at The Times and The Sunday Times as we will be happy to assist further.
Kind regards,
DP
Online Customer Services
The Times emailed on 24 Nov 2018 at 09:15
Thank you for contacting us. I can confirm that a second voucher booklet is being sent to you following the original request on 5/11/2018.
The dates of the vouchers being sent are: 1/10/2018 to the 30/12/2018.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
PH
Online Customer Services
Numerous phone calls and emails sent by me including this one of 12 Dec 2018 at 19:44
I thank you for your response.
I am still receiving Times newspapers from my newsagent ....... I currently have an unsettled bill of £133.10 (most of which relates to the Times). See attachment.
I am deepy concerned that you have not shown the courtesy to answer my questions of 8th December
1. Why did I not receive the Voucher Booklet for the period 1/10/2018 to the 30/12/2018 back in September?
2. Why did I not receive the Second Voucher Booklet following my request on 5/11/2018?
3. Why have I still not received the Second Voucher Booklet following my request and discussion with PH on 24/11/2018?
4. What on earth is going on? My newsagent (copied in) says that I am not the only customer with this problem.
I would be grateful if Customer Services will respond to the questions I have raised and confirm when I am going to receive the Voucher Booklet?"
My additional question is what address is your new supplier using for me?
.....The situation is becoming most unsatisfactory. It should be easily rectified by sending me my vouchers recorded delivery to the right address above.
NO REPLY WAS RECEIVED TO THE QUESTIONS AND ISSUES RAISED ABOVE
The service was excellent until the Autumn 2018 when the Times did not send out the October to December 2018 Vouchers Booklet.
Despite numerous phone calls and emails The Times failed to send out any vouchers for this period.
The same thing has now happened for the January to March 2019 Vouchers. I should have received the Vouchers Booklet by the end of December 2018 but they have still not been sent out to me despite my phone calls and communications.
The Vouchers have been paid for and the service that Times and Sunday Times Voucher Department are providing is in my view truly dreadful. It is so disappointing and at the same time nobody appears to be accountable or cares about this truly disgusting service.
If anyone else is thinking of taking up the Times Vouchers - please be aware what you are letting yourself into.
Yours RL
An extremely disappointed customer
The Times emailed on 21 Jan at 17:57
Following on from our previous conversation over the phone, I can confirm that I have escalated your case over to my seniors and have emailed them both personally explaining the case in more detail, asking them to look in to it urgently. I have also asked them for compensation on your behalf regarding this.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
GFM TNL Escalated
Online Customer Services
The Times emailed on 11 Jan at 18:07
Thank you for contacting us.
This email is to confirm that your vouchers will be resent by recorded delivery. They should arrive in 5-7 days. Thank you for your patience.
If you require any further assistance, please do not hesitate to contact us at The Times & The Sunday Times and we will be happy to help. You can also find our online help hub here. I hope you are having a nice week.
Kind regards,
WW
Online Customer Services
The Times emailed on 3 Jan at 15:46
Thank you for contacting us in regards to your voucher booklet not arriving.
Whilst on the phone you requested for an email to be sent to confirm the replacement of the voucher booklet has been sent. I can confirm the booklet has been sent and will arrive within 7 days.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
E
Online Customer Services
The Times emailed on 22 Dec 2018 at 15:20
Thank you for contacting us in regards to your Voucher Booklet.
Thank you for notifying us of of your absent voucher booklet. We apologise for any inconvenience caused by delay in arrival. As discussed, refund has been applied to your account.
I can confirm that a refund ( £104.01) has been applied to your account via your registered billing account.
We will ensure that this matter is looked into to ensure it does not reoccur.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
A
Customer Services Senior
The Times emailed on 15 Dec 2018 at 10:17
I am sorry to learn that you are still awaiting your voucher booklet.
I can confirm that a second voucher booklet is being sent to you and will arrive before the 22/12/2018 and all vouchers will be redeemable starting form the 01/10/2018.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
AH
Online Customer Services
The Times emailed on 12 Dec 2018 at 10:58
Thank you for contacting us regarding your lack of vouchers, I am sorry to hear that this has happened twice now and hope I can answer your questions for you.
Due to some errors in the mailing system vouchers can get lost sometimes. Both booklets seem to have had trouble reaching you. In the meantime I have credited your account for the period of 01/12/18 - 30/12/18.
In the meantime may I ask how you have been receiving the paper in the meantime?
Just as a reminder, your subscription to our 7 day Print Pack provides you with access to smartphone app so you can keep up to date and well informed by accessing this through one of the above channels.
I hope you enjoy the rest of your week. If you need anything else, please don't hesitate to contact us at The Times and The Sunday Times as we will be happy to assist further.
Kind regards,
DP
Online Customer Services
The Times emailed on 24 Nov 2018 at 09:15
Thank you for contacting us. I can confirm that a second voucher booklet is being sent to you following the original request on 5/11/2018.
The dates of the vouchers being sent are: 1/10/2018 to the 30/12/2018.
If you require any further assistance, please do not hesitate to contact us.
Kind regards,
PH
Online Customer Services
Numerous phone calls and emails sent by me including this one of 12 Dec 2018 at 19:44
I thank you for your response.
I am still receiving Times newspapers from my newsagent ....... I currently have an unsettled bill of £133.10 (most of which relates to the Times). See attachment.
I am deepy concerned that you have not shown the courtesy to answer my questions of 8th December
1. Why did I not receive the Voucher Booklet for the period 1/10/2018 to the 30/12/2018 back in September?
2. Why did I not receive the Second Voucher Booklet following my request on 5/11/2018?
3. Why have I still not received the Second Voucher Booklet following my request and discussion with PH on 24/11/2018?
4. What on earth is going on? My newsagent (copied in) says that I am not the only customer with this problem.
I would be grateful if Customer Services will respond to the questions I have raised and confirm when I am going to receive the Voucher Booklet?"
My additional question is what address is your new supplier using for me?
.....The situation is becoming most unsatisfactory. It should be easily rectified by sending me my vouchers recorded delivery to the right address above.
NO REPLY WAS RECEIVED TO THE QUESTIONS AND ISSUES RAISED ABOVE
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