Canadian Educational Subscriptions (CES) will do everything possible to ensure your subscriptions are serviced properly. We recognize that problems do occur despite our best efforts but we go out of our way to make sure that any complaints are handled quickly by our professional and trained customer service staff.
The most common complaint is issue duplication. Publishers' computer systems are supposed to recognize renewal subscriptions but often do not and a second subscription is initiated.
In these cases we ask that you to fax or e-mail us details from the labels of the duplicating publication. We then notify the publisher. The duplication is stopped and you get the full value of your subscription. It can take up to three months for the duplication to end, however, because by the time you notify us, the publisher often has already sent the mailing list to the printer for the next month's issue.
When you give us your first order, we request that you check the labels from all the magazines to insure everything is consistent. If there are errors, we will advise the publisher before we send the order to ensure the subscription does not duplicate.
Missing issues is another common situation. Missing issues occur when the publisher does not receive the order or payment and the subscription lapses. Many agencies hold paid subscriptions for a certain amount of time to batch order. CES submits orders publishers as soon as we receive them. We recommend renewing your subscription at least 90 days before the expiry date to ensure continuous service.
If you miss an issue, notify us promptly, while the issue is still available. We will contact the publisher and attempt to get you the missing issue or failing that have your subscription extended.
If you are building a collection or binding and discover that you are missing one or more issues, contact us. We have sources to locate back issues that are no longer available from the publisher. There may be an additional charge for this service, especially if missing issues are due to a lapse in your subscriptions.
To minimize problems, all claims and complaints should be directed to our customer service department. We e-mail publishers or go on-line to their customer-support screens as soon as we receive notification that a problem exists.
If we cannot resolve a complaint to your satisfaction, we will give you a refund for the remaining issues.