The New York Times, perhaps one of the most prestigious newspapers in the world, known for verifying it’s sources (despite being accused of being “fake news” by wannabe dictators), having celebrity reporters, movies made about them, and Pulitzer prizes galore, has a credibility problem with perhaps their most important resource and capability: Information. Yes, Information! Not Breaking News, not Informed Sources, not Journalistic Integrity, not the Sunday Puzzle page, but Information… Information Systems and Customer Support.
I believe the NYT is in the Information business, isn’t it?
The New York Times is an American daily newspaper based in New York City with a worldwide readership. It was founded in 1851 by Henry Jarvis Raymond and George Jones, and was initially published by Raymond, Jones & Company. (Source: Wikipedia)
It makes me wonder if selling all the features of the Times to get new subscribers, is more important than trying to keep them, or certainly more important than allowing them to go. I tried to cancel my $17 subscription to the digital NYT recently, and it was a nightmare! It was like wanting to break up with your Significant Other, but getting their surrogate uninterested distant cousins, in a far off time zone locale, to help make it happen.
I guess I don’t have to reveal my sources, just like the NYT doesn’t have to, but I will, since my sources are myself, the Chat feature of the NYT account portal, and the information on my NYT account, that I accessed using my NYT subscriber’s email firstname.lastname@example.org (email redacted) and password, versus the Chat personnel I asked to cancel my subscription via the same subscribers’ account portal Chat feature.
Here is the transcript (I have changed the identities, but the chat is real and actual, with time stamps, and unedited content, except I corrected some of my typos for easier reading):
Placing you in a queue. Please hold while we find available advocates. Please keep the chat window open while we connect you to the next available Advocate.
You 10:14 AM Please cancel, I don’t want my subscription anymore. Thank you.