COLUMBIA HOUSE MUSIC SERVICE, Terre Haute, Indiana

COLUMBIA HOUSE MUSIC SERVICE, Terre Haute, Indiana

Consumer follow-up message - March 16, 2005 - From: Email User Consumer

UPDATE - COLUMBIA HOUSE MUSIC SERVICE, Terre Haute, Indiana

To be fair I must provide an update to my posted complaint. Columbia House subsequently resolved this matter, by immediately reinstating my preferred membership upon receiving my original letter attached below. I sent my original letter not only to Customer Service in Terre Haute, Indiana, but also to Columbia House's New York City Headquarters Executives Scott Flanders-CEO, Brian Wood-President, and Andy Yost-Senior Vice President Of Member Retention. I think sending my letter to the NYC headquarters was effective. After verifying my account history, they realized that someone in their organization had erroneously given a very loyal and active customer the boot. They sent me a letter of apology and included a free cd certificate with it.

I sent this letter to Columbia House Customer Service today after they cancelled my 16 year music club membership, apparently because they no longer want faithful customers like me, who have had the audacity to actually contact customer service to correct occasional overcharges and missing CD’s: Columbia House Service Center Staff, I have been a member of Columbia House since August, 1989. In that 16 year period, my account has never been past due, you have never experienced a returned check from me, and I usually send payment the same day I receive an order. I have spent approximately $2,400 on regular Columbia House purchases in the last 8 years alone, and have even gotten friends to join the club. I would perceive myself to be your ideal customer. Therefore, I was quite surprised to be informed in an email from you dated January 26, 2005, that my account had been cancelled without notice due to problems which you concluded were outside of your control. I have only contacted you when I have encountered overcharges or missing CD’s. You have corrected these few problems quickly. Clearly, overcharges and missing CD’s are within your control, and require me to contact customer service. As my account history clearly shows, I have been a model customer and have followed the customer service agreement in good faith. Surely canceling my account was just an honest mistake on your part. I ask you to reinstate my account immediately.

Warren

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