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I’m frustrated

Make Magazine customer service problems

The billing service operations for Make Magazine are causing me no end of frustration:

1) The billing system has no concept of a gift subscription. When I receive a renewal invoice in the mail, it does not have the recipient address on it, so I have no idea which subscription I am renewing.
2) The e-mail customer service reps are pathetic. When first renewal information on my gift subscriptions (I had at the time two gift subscriptions) I first received information only on my own account, instead of the gifts. When I repeated my question, I received information on my own account again plus only one of the two gift subscriptions, despite me clearly stating I had two gift subscriptions. A phone call was necessary just to get my account numbers and sub expiration dates.
3) The phone reps aren't any better than the e-mail reps. The first time I called to change the address for my own sub, and the billing address for my gift subs, the phone rep changed the delivery address for all three gift subs to my address, so I ended up getting four copies in my mailbox, which I had to re-deliver to the recipients. On call two I gave the rep the correct addresses again. That worked for two of three gift subs. I just had to call a THIRD time to fix one of the gift subs AGAIN. I guess I'll have to wait for the next issue to see if it actually worked this time.

For a magazine running $30 a year, you should be able to afford a fulfillment company that can do it right the first time.

Barring that, an address on the website for escalating issues to ORA directly when the readerservices people are not doing their job would be nice.
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  • SirWired,

    My profuse apologies. I don't blame you at all for being ticked. It ought to be a hell of a lot easier to renew a subscription to our magazine. I'm not sure why everything fell apart so badly in your case, but I do promise to follow-up immediately if you'd care to email me your particulars.

    We publish my email in the magazine for just such escalation. In fact, in my Maker's Corner column, I make a point to invitie dissatisfied readers to write me with peeves, complaints or concerns. You're right, perhaps we should post my email more prominently on makezine.com as well.

    You can reach me at dan@oreilly.com, and I promise to make it right.

    Again, my apologies.

    Dan

    Dan Woods
    Associate Publisher,
    Make:
    Craft:
    Maker Faire:
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  • I’m disappointed
    An issue was mailed to me shortly after Christmas. A friend of mine is a big fan, but everyone I've talked to says you might get one issue a year. The theory is that they get 'lost' in the mail.

    Well last week I got a 'Congratulations' letter in the mail. It has my address on it (at the very top only), but in the body of the letter it is addressed to someone else... who was gifted the subscription for someone I don't know. The account numbers between the mailing label the letter don't match either.

    So I figured I'd log into the website and verify my contact info. Hmm.... there isn't a link on the website to any account management pages. A google search pointed me to an account page... I log in, and the email address is my friends address. But I don't appear to be able to change it. Another google search indicates there WAS a page to do this, but I am only directed to 'sign up' for a new subscription.

    Another google search brought me to this page. Imagine my surprise to learn that Make is associated with O'Reilly. I have many of their books, and now I am doubly concerned about the professionalism of Make Magazine.
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  • I’m feeling exhausted and screwed.
    Are You ready again and again and again plus more! Last Christmas I purched Your "Special". The old price including a Christmas Gift for my son-in- law. I called to find out how it was going????? What?, Who?, How?.... Your agent said good things. I called again He verified that my Make was a happening deal. That was last January, Febuary, March, April, May, May, June calls to your "organization" and reasurances as to Scott McNab's Christmas present was happpening. The Waters had parted and this Encyclopedia
    of fulfillment and joy will be washing up on our shores. By this Time "The Boss" tionstarted to give me a raft of shit about my spending x$'s for 7 years on a "rag"etc,etc,etc.. She whipped out the check book and Paid again! This time for Scott. Now, He has a subscription and My New Addition has disapeared.Plus I gave him my first issue of the new Format!!!!!
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  • I’m frustrated
    Whats amazing is that no one in that organization reads any of those Oreilly books on how to program a billing and fulfillment system. Or maybe its simply bad hiring practices.

    I gave up giving gift subs for this publication. It was so pathetically backward that I wanted to put the remaining hair out of my head.
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  • Stumbled upon this page when searching "problems with logging into Make Magazine"... I just subscribed last week, was able to get to the Make volume 44, download and view the digital version. Now, trying to get back onto the same link, I receive the popup to enter my email address (as a current subscriber) and KEEP getting the same popup over and over and over... What's the point of having a "MAKE User id" and password, to only be asked to enter my email information and it not work? Where in the world is some sort of account preferences page, or a main page to log into?
    • I'm having the same problem with my husband's account which I just renewed and upgraded. It is ridiculous that nothing can be dealt with in the account settings. I had to do a search just to find this thread. That popup never goes away and the failed login is embedded in the source code (when I inspect it)

      IMO Make has one of the worst website experiences. FAQ are extremely limited, there is no easy way to get in touch (and forget live chat) no user forums for the magazine. I am online a lot and have many subscriptions to various websites....I never have this much trouble logging in and doing minor things like changing a password or email. Not to mention that when I buy a subscription, I can't just log in immediately and view the content I paid for. Even last year when I first subscribed I had to call to be able to log in with the iPad app.

      Why can't you fix this? I know you aren't Amazon, but even small publishers have better websites than you.

      I guess I will have to call tomorrow.

      To the powers that be: this thread was started 8 years ago. I had these problems last year and we still have problems now. When are you going to update your operations?
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  • I'm sorry you had this problem with your subscription. Can you go to https://www.pubservice.com/subcustome... and either submit a help request or call/email? Here's the direct contact info:

    For telephone service call 866-289-8847 (US + Canada), or 818-487-2037 (all other countries) between the hours of 5am and 5pm.
    Fax: 818-487-4550. Email: cs@readerservices.makezine.com
    Please include your account number in any correspondence
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  • Oh, send an email to cs@readerservices.makezine.com , OK, I'll try.

    Oops!

    Failure Notice

    Sorry, we were unable to deliver your message to the following address.

    :
    No MX or A records for readerservices.makezine.com

    --- Below this line is a copy of the message.
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  • Kimcho, I heard back from them, and they said that the email address is working OK for them, and it may have been a transient error. However, if it continues not to work, please email help@makershed.com or call 1-866-289-8847 (US & Canada)
    1-818-487-2037 (all other countries), between the hours of 5am to 5pm Pacific Standard time, Monday through Friday.

    Best,

    Brian
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  • Pure garbage.
    Worst service ever
    You are amateurs !

    Every single bloody time i try to renew, you screw it up.
    There have been zero exceptions.
    Do you actually pay your staff, or just haul homeless people in off the street promising them a warm charir.
    Decided to not subscribe for the past 2,years, because it was such a pain in the ass.
    Well, you didn't let me down again.
    You've blocked my credit card. And said now I can't even sign in with a diffferegt card.

    A few years ago. I did a gift subscribotion
    But you never asked me (like the dude who pays), if I wanted to extend or cancel.
    So,, you kept charging my card.
    I have a suggestion.
    Lots of smart folks who white articles.
    Fire the lame brained idiots in the dssk, and hire one of these guys
    Bye, when I tried ONE LASR TIME to get this processed, you increased my rate by 30%.
    You are useless. Capital U
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