Review Time
Amber Mcstravick from the customer service team was outstanding when I encountered issues with my newspaper delivery. She was the person I first spoke to on the livechat when I reported the issue and followed through with the case since then. She was very kind and sympathetic and arranged for my missed delivery to be sent out again (this was received the very next day). She then followed up with me regularly via email until my issue was resolved. Amber is a real asset to the company, it is people like her that really makes a difference to subscriber satisfaction!
When I started reading them in 2011 they seemed good, but have now denigrated into a lousy own opinion pusher. Don't publish a neutral stance and let the reader take a stance. And on top of it they don't like differing opinions from the mainstream opinions and go to great lengths to ban you from posting differing opinions
Misleading and possibly illegal online subscription management.When trying to cancel my subscription, today, I have to click through one or two extra pages that try to entice me to stay after all. I just want to reconfirm my initial choice made to cancel. When I then click on confirm or reconfirm, I notice (afterwards!) that the system had in the meantime activated a radio button (an option) which was to indicate an annual subscription for over two hundred pounds amongst other options. I NEVER actively opted for any other option but to cancel my subscription! Now, having luckily noticed this misleading process, I tried to immediatley rectify this mistake made by the FT, by going back in again on the website to cancel again or try to do so again. And, guess what, this is now not possible. The page then requires to call the FT customer service. Guess what - again? They are shut today. Then I try a Chat option. Guess what? No-one there. I have emailed help at ft.com and shall be calling them. I feel like calling Trade Standards too. Not happy.
I had a trial digital subscription which I enjoyed. When it came to an end I cancelled it. In my account area was a range of subscription options including a trial print subscription for £50. I wanted to try that as I'd like to have a print subscription but not sure I'll have time to read it every day so a trial is ideal. I entered all my details only to be told no. Spoke to the online chat who took ages to say it was because I'd already had a digital trial. Why offer it to me then?! Next message I get is from another operator saying "Hi how can I help?". What?! Bizarre.Anyway from reading the reviews below it seems I've had a lucky escape. Shame - I think the paper has great journalism but the customer services end needs a lot of work
The articles are fine, however I find companies that let you sign up digitally and then force you to call to cancel unethical. The sales pitch when calling confirmed the real reason for this process. They are also priced well above market average for monthly costs.
I have made the most of 4 weeks subscription and I really enjoyed the high quality and rich content provided by the newspaper.I do not work in the finance industry but I love being up to date with the latest trends, insights about the markets and the economy. It supplements very well other sources information in order to make informed decisions as a retail investor.Despite all the advantages described above, I believe it is a bit pricey for retail investors that read it occasionally. I would consider an annual subscription if it was 50% cheaper.
I signed up for a trial for the Financial Times for the Premium Digital access. £1 for four weeks and the price advertised after was shown as "Just £9 per week". Now considering that's the advertised price I assumed that after my trial I would then pay £9 weekly and could cancel at any time. However after the 4 weeks was up I received a charge for £51.40. After contacting support I was told that the £9 per month advertised was a "representation of the cost per week if you pay annually at £468 per year". In fact what I would pay was £51.40 per month. IMO this is false advertising and considering the subscription had started only minutes ago and I hadn't used the service I requested to cancel and get a refund. They told me that their terms and conditions did not allow refunds. The sales person was somewhat reasonable in the end and agreed to downgrade me to standard service and refund the difference of £29.50. But at the end of the day I don't believe I should be paying anything. Not only was the price misleading, but the method of payment (monthly) was misleading and considering my cancellation request came minutes after the subscription started I believe its completely reasonable to get a refund for a service that clearly has no been used yet. At least I got some money back, now I'll be cancelling and won't go back ever, so I hope the FT enjoy their one time payment of £22 and the negative review its cost the company. I don't really blame the support person, I blame the Financial Times misleading advertising and very unfair terms and conditions.My advice, be very careful when signing up for a trial with the FT.
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