New York Times Customer Service Complaints - page 3

All I want to do is change the credit card number you charge for my monthly subscription. I don't in
Understand what you are telling me to do. Could I please talk to a real person?

This comment concerns home delivery. We have not gotten our paper for the entire week, and although we have telephoned daily to explain the problem, there has been no movement. The person I spoke to yesterday said they were "building a case" but the person I spoke to today didn't seem to know about it. Please help!

I have been complaining for years about my home delivery to no avail. The daily paper is never delivered on time, and ANYTIME I have had a vacation hold, the papers pile up on my driveway. Customer service only emails the delivery service, but the delivery service doesn't read emails. my paper has been suspended since the middle of June, and has appeared on my driveway ever since. every call to customer service is a 20 minute wait listening to offensive music. How does one suspend delivery service? I am a customer for well over 40 years, pay my bill on time, and have to deal with ineffectual representatives and a home delivery service is awful. this is shameful

Your paper is great! - Home delivery is mostly great. But to report a missed paper is impossible - called three times, "Sorry for your problem, what is it?" -- please repeat your problem, please repeat your problem, please repeat your problem, -- I will transfer you to a representative. Hello, this is an unauthorized line >> and it hung up.

I also tried the online reporting - it seems that "TODAY's" missing paper should not be reported until AFTER 6:00 pm. So much for the morning delivery!

Why do you make it so damn hard to cancel a subscription? I have spent almost 30 minutes trying to do so. Your digital newspaper is too difficult to use. Your newspaper has changed since I first subscribed and I do not find it interesting. You don't need my phone number or anything else.

You have a serious customer service phone problem. Paper not delivered today....phone system does not work to report. Automatic service could "not understand" commands; wait for agent never materialized; successive call dropped. What happened to the old system of reporting a problem?

beyond horrible. automated delivery suspension didn't work. Impossible to get live person despite many tries and a good half holur total on hold. Diasaster!

My husband and I didn't get the Saturday or Sunday paper. Put on hold to talk to human being, live agent for more than a half hour before I gave up. Pressed wrong button and now I'm not going to get the weekend paper at all. I'm furious. How dare you. You're in the business of communication, why not do so on your robotic message indicating there is a problem.

Hello...

I am a subscriber. I did not get the Sunday Times and at 8:15 a.m. received an e-mail that I would get it on Monday due to production problems.

No one wants the Sunday paper on Monday...or any paper the next day. Obviously I could buy that paper on time a bit from my house.

Please credit my account for the Sunday Paper.

Your online problem site would not allow me to report this.

Thank you.

I had a missing section a few weeks ago. Was told that section would be delivered. Never happened. Wasn't notified.

Second weekend in a row I did not receive my Sunday paper subscription. Have had this problem before. Today, I requested a redelivery between 11 and 3 but nothing came. I called the customer care number. Customer care is not available after 3pm. I am absolutely fuming

Horrible customer service both on chat line and telephone. Do not understand the concept of ASKING FOR INFORMATION about a subscription and TAKING ACTION. Every time I asked about their highly confusing pricing structure, the person starts cancelling your subscription! Complete morons!

I am not getting my Sunday paper and I keep getting credits!!!!!!!!!! I don't want credits!!!!!!!!! I want my paper delivered!!!

A month ago I RE-sibscribed; since then, the electronic version has NOT appeared one my computer screen each morning as it had for ten years; one rep told me neither she nor her manager could find my account; another told me I was found, everything corrected, and I would begin receiving the e-edition. My former email address was [email protected], but inn January, 11 months ago, NYTimes was notified of there new email - Lavonnebouchez @gmailcom - and I received the morning e-edition. You posted a charge, a promotional EIGHT DOLLARS to my charge card instantly, but it is all,ost a month ago and NOT A SINGLE THING HAS HAPPENED IN TERMS OF DELIVERY OF THE E-EDITION EACH MORNING. LaVonne Bouchez

I am a digital subscriber. Today, I was locked out of any more articles. I entered my email and password--"not recognized."

So, where IS my account?! And, the choice of waiting "ten minutes on the line," or a second day call back is frustrating in both instances. Never was able to speak to a person.

Haven't received delivery of my paper for over 2 weeks. Spoke o nuerous cust svc advocates, reps and supervisors at NY times and no one has followed up or resolved problem.Promises I was given re phone calls, etc not kept!

What is happening your circulation fulfillment on Manhattan West Side? Two Sundays in a row, after 8:30 PM and no newspapers on any newsstand in the 70s. You are hurting the poor newsstand guys and infuriating customers who want the early edition Sat. eve, so what the hell is the point of that? In addition, the early subscription copies are being left in the lobby rather than being brought to the door, raising same question again.

Thanks for your attention.

I'm very frustrated with the NY Times digital service. I have not been receiving my early morning edition for about three weeks. The first time I called, I was told that there was a problem and my account was marked "no issue" and they were "working on it." The next time I called, they were still working on it, but I was to cancel all NY Times newsletters as part of the "fix." This morning, the representative didn't know why I had been instructed to cancel any newsletters, and urged me to re-sign up for those. As for why I wasn't receiving the early morning edition, she was almost evasive. I inquired about when it was going to be "fixed" and she couldn't say. I've tried to find out if it is just my account designated "no issue" or are there others, even many others? I tried to find out what I was paying for at this point and even that answer seemed cryptic to me.

I have a subscription for delivery of the NYT to my door. I recently notified the Times that my address for delivery would change for a month to my vacation home address. FOR THREE DAYS my Times has not been delivered at that address. The address change was tendered well in time for an orderly address change.

Each day I have not received the Times I have called the 800 number and been assured and reassured and reassured that the missing newspaper would be delivered by 10 AM. NONSENSE. I HAVE RECEIVED NO NEWSPAPER ANY OF THOSE DAYS. My vacation address is on a street where nearly everybody has a newspaper delivered. The people who are working for you by delivering the paper locally are incompetent and making liars of you. They should be cashiered and you should hire new deliverers. I have been having troubles such as the above for years whilst on vacation at the same address, and the people who handle my complaints are giving assurances they cannot perform and thus they have become liars, too. Your circulation manager needs to look into the company he has hired to do this work and FIRE them. The location of this incompetence is: Venice Florida. The address to which my newspaper is not delivered is My account . My name is Paul Evelti. I am VERY UNHAPPY WITH the way you are dealing wth me.

I'm not a happy person when I prepay for the paper and it's not delivered. Why isn't there accountability for the delivery service? I would like the NY Times would take action when it has to give credit for papers not delivered. There MUST be someone accountable yet no resolution or concern is shown

The young lady was clear about what I called for--she was very pleasant and helpful. The only issue was the length of time it took to reach her, but I do understand there are a lot of calls. I was very pleased with the transaction.

For the second Sunday (the first being 11/11/17), we did not receive our paper today. It is exasperating to say the least to go out expecting your paper to be there and discover it missing. I dont know whether this is a pervasive problem in the Charlotte NC area or what, but I am a very dissatisfied customer at the moment. We have had this happen in the past and hesitated to resubscribe for this very reason.

Please do what you can to rectify this problem. Thank you!

no Sunday paper delivery again! About had it after 40 years....Barrow,

I am trying to speak to a person......I kept getting the inane voice. I need information on my bill. Time was you called and got a real person....not spending. Any more time. On site. ID like help on a bill.

I am submitting this complaint for my 89 year old mom, who lives in the suburbs of Boston. She has spent hours on the phone with the NYTS to complain that her home delivery is sidewalk delivery 30' away from front door, as the delivery person rolls to a crawl, rolls down window, and chucks paper on to sidewalk. She explains to reps that she uses a cane and if its raining, she needs an umbrella as well, which means she gets soaked in order to walk the distance to pick up the paper. The reps say "I understand", but when asked about the delivery company, the reps say there is no information. THIS IS ABSURD AND EMBARRASSING FOR THE NYTs. Home delivery is home delivery and not sidewalk delivery.