New York Times

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Totally unsatisfying customer service on home delivery. No paper for second Sunday in a row. No response from Customer Service! I am an unhappy customer!

David Lewis, Honolulu

Anonymous 6/2/13 12:59PM

thank you good response to delivery problems on your end

Anonymous 5/19/13 8:04AM

Same here. The escalations dept promised a call back and I've heard NOTHING. And it takes forever to get to them on the phone.

hmATL 4/10/13 8:58AM

I have been trying for several months to get my NY Times delivered on Sundays. I have talked to different reps Sundays and Mondays and they all promise to get the problem solved but of course don't. I have even tried talking to circulation of the Miami Herald since they are delivered by the same person; and I simply give up. Can you help me? Name:

Anonymous 4/8/13 10:14AM

My online access account was blocked because I had an insufficient balance to cover the monthly fee. My call to this number was answered promptly and courteously, and my account was restored with no difficulty.

Hamyuts Meseta 2/27/13 12:08PM

Just started subscription in response to a sign up offer at Century 21. Ordered Sunday paper and received one paper. Not delivered today. Why are they going out of their way to sign up subscribers when they are unable to provide delivery service?

Anonymous 12/30/12 7:11AM

I have been disputing a bill for over a month. I repeatedly am assured that the correction has been made and approved by supervisors and billing...and NOTHING happens. The date of the correction keeps slipping and there is always a 7-14 business day period before it is supposed to appear as a credit on my account. It doesn't appear and I don't understand why a charge can appears with hours on my credit card but a credit takes 2 weeks!
And of course there is no way to talk directly to billing or even to a supervisor in customer care.

dcsubscriber 11/13/12 12:06PM

They are either willful crooks, or horribly incompetent -- perhaps some of both. After signing up for an offer of 50% off for 6 months, I found my subscription reverted to full price 3 months later. After multiple emails, phone calls, and promises to fix it, nothing changed. Later it was claimed this mistake was due to a computer glitch or improper training.

Recently after moving to a new area, I've had regular delivery problems: my subscription is Saturday-Sunday but they consistently deliver only Sunday's paper. Multiple promises from the New York Times to notify the carrier, their supervisor, put an address label on each paper, etc., have made no difference over two months. Most of the papers I reported as missed resulted in a promised credit, but no credit received.

Finally I called and insisted on speaking with a supervisor, and he gave me credits for all the billing mistakes (promising extra credit, but ultimately delivering exactly what was owed).

He also admitted that the only way to connect to a human being by phone is to ignore their dead-end phone menu and press 0 many times repeatedly. ("That's the key -- most people don't figure it out.") He also recommended this as the only way to report missed papers, since reporting them through the website or through the automated phone system is unreliable (as he said, and my experience showed).

Even so, when I reported the most recent missed Saturday papers (to a human being), I was given $0.74 credit per paper. When I asked why, I was told the Saturday paper is priced at $0.74 and the Sunday at $3.90. Really? The cover prices are $2.50 and $6.00 (outside of NYC metro area). Sure, if I were to order a Sunday only subscription it would cost $3.90, but didn't order a Sunday-only subscription, I ordered a Saturday-Sunday subscription in order to get a better price. What a scam! I would complain to another supervisor, but frankly have no more time for this BS.

I've cancelled my subscription and will not be tempted by any future offers from this disreputable organization (whatever one may think about their journalism).

Anonymous 10/6/12 2:01PM

same problems as the other folks who wrote in. undelivered papers not credited to the current billing cycle. Had to go to the SPECIAL web site to get a human being who claims the credit will appear on the next billing. Lets see what happens???? If this isn't the case I will cancel my subscription. How frustrating.
Holly from Cleveland

Anonymous 10/4/12 12:15PM

Horrible horrible customer service. I was a 20-year home-delivery subscriber. When I called (repeatedly) about not getting my paper or only getting parts of it, they were incredibly rude and unhelpful. They didn't even care when I told them that I was cancelling, after all those years. To add insult to injury, I bought the paper at a newsstand this weekend, and it was missing the Book Review section! Guess how much satisfaction I got from customer service -- zero!

roselaw 10/3/12 6:43AM