Why Poor Customer Service is Driving Readers Away from Newspapers

The Frustration with Customer Service

“I’m as mad as hell, and I’m not going to take this anymore!” This iconic quote from the 1976 movie Network reflects the frustration many feel with today’s newspapers. As a retired editor, I find it increasingly difficult to access both print and digital newspapers due to abysmal customer service.

I cherish the feel of newsprint and the smell of ink, but like 57% of adults, I often turn to digital sources for news. However, contacting customer service when issues arise is a nightmare. Automated systems fail to assist, and even when I reach a real person, they often lack the knowledge or ability to solve my problems.

A Case Study: The New York Times

For instance, I received a gift subscription to the New York Times, but my existing subscription complicates matters. After navigating through multiple automated systems and waiting for a representative, I was informed that I needed to speak to a different department to combine my subscriptions. Weeks later, I found myself locked out of my account entirely.

Local Papers: A Similar Struggle

Similarly, my local paper, the Oklahoman, has left me frustrated. Despite being two years paid up, I can’t access my digital content. After several failed attempts to resolve this with customer service, I feel abandoned.

The Importance of Customer Service

As a former editor, I remember a time when customer service was paramount. Subscribers didn’t leave the paper because of content disagreements, but rather when they didn’t receive what they paid for. Tom Peters, co-author of In Search of Excellence, emphasized that effective customer service boils down to listening to customers and demonstrating common courtesy.

The Bottom Line

Today’s newspapers seem to have replaced personal service with robots and representatives who lack local knowledge. This shift is pushing loyal readers away, even when they want to stay engaged with the news.

Most legacy newspapers use subscription-based models, but poor customer service can make it difficult for readers to access content, even after paying.

Jack Willis is a retired newspaper editor, former OU journalism instructor and adviser to the OU Daily. He lives in Edmond with his dog, Cooper.