“Tell me what it is you do for a living again?”

A real-life scenario of customer service.

Scenario: I get yet another “time to renew” letter from the Hearst Corporation, publishers of such fine magazines as Popular Mechanics and Seventeen. We will set aside for the moment, their strong-arm tactics that so many have complained about (1.11 million and counting) , and the fact that they never tell you precisely what you have already paid for and what they are dunning you for today…

Right now, all I wanted to do was renew.

As much as I dislike Hearst, I like Country Living. Well, the letter said it was $15.97. And I could pay online, they even urge it. So I go to their site.

Lo and behold, flashy pop-ups all over the site: $10!

So, being the retail reporter I am, I decide that hell no I don’t want to pay 60% more as a valued and long-term subscriber, so I bop on over to their Customer Service page.

Where I have such choices as Check your account status, Pay your bill, Renew your subscription... none of which explains why it’s gonna cost me more than some stranger.

So I look for contact info.

Zero, zilch, not a whisper of customer service contact email address or phone number on the Customer Service page. So I take a guess and email customerservice@countryliving.com

Success! They answer me on the

3rd business day after my communication.

Follow along with me if you dare:

Me: * Why does an established subscriber receive a bill for $15.97, when you have emblazoned all over your site a $10 rate? I don’t care to spend 60% more.
* Why is there no contact info for customer service on your site?

“Living, Country” (yes, that’s how they call themselves): Re: Customer Service Question 18008880128

Me: I will assume the reply you sent was an error, and not a serious answer.

Living, C: Re: Customer Service Question Please contact 18008880128 or logon to service.countryliving.com for reader services.

Me: Please cancel my subscription. Customer Service web page doesn’t solve my problem, and unfortunately, neither do you. Your employer does not deserve my dollars.

Living, C: I can’t cancel your subscription. You need to contact subscription services.

Tell me, Living, Country: What is it you do for a living? And yet the BBB gives Hearst an A+ rating. Sigh.