Chron E-Edition signup/purchase process = Monumental FAIL (updated)
We recently commented on the news that Hearst newspaper executives are discussing putting some of their online content behind a paid firewall and raising subscriber rates. Locally, there has been something of a backlash to that news, as reflected in various blog posts and their comments.
I seem to be in the minority in that I do think there is content in the Houston Chronicle worth paying for. I wonder what all the people who insist that online news should be "free" are going to blockquote and comment on when the local newspaper's revenues can no longer support the sorts of coverage of local affairs we've seen from Brad Olson, Carolyn Feibel, Rosanna Ruiz, Matt Stiles, and others. And I just can't quite believe they think Yahoo/AP sports coverage is a substitute for real sports beat writers (although the Chron sports section is weak weak weak).
But I'll admit, I haven't subscribed to print delivery for a long time. Like many people, I'll skim the paper copy in the office sometimes, and pick up a print edition here and there. Because I like to travel, I don't want newspapers cluttering my yard advertising "Hey, I'm gone -- come take my stuff," and I don't want the hassle of turning the delivery on and off. So I prefer online copy, but only partly because it's "free."
Someone recently reminded me of the Chronicle e-edition, which is effectively a pdf version of the print newspaper. That seems like a perfect solution for someone who actually wants to see a "print" newspaper from time to time. And if Hearst is planning on charging me for some content anyway in short order, why not just go all in with an e-edition subscription? The price is certainly right ($4.95/month).
And so it began. Yesterday, I went to subscribe, and was presented with a request for a physical address for delivery. That didn't seem quite right. Since the Chronicle has been known to throw promotional newspapers that people don't want, I decided an email to the Chron was in order, because I really do not want print newspaper delivery (see above). Reader (or should that be customer service?) rep Jim Newkirk responded quickly to my query, and assured that the info was merely for tracking and billing purposes, and that no print newspaper would ever be thrown, nor would any carrier ever have access to the address info.
Good! I went to sign up for the Chronicle e-edition today, entered my email and physical address and credit card info, and got this announcement after a short time (during which I foolishly assumed credit card info was being verified and temporary username/password were being generated):
Thank you!
Your request has been sent to our Subscriber Services department. If appropriate, one of our Subscriber Services representatives will contact you regarding your request via telephone or by e-mail if you provided an e-mail address. You can use our automated phone service 24 hours a day at 713-220-7211 or 1-888-220-7211. Our associates are available to help you on Monday through Friday from 5:30 a.m. to 7 p.m. and on weekends from 6:30 a.m. to 11:30 a.m..
Orders placed on the weekend will be processed in the next 2 - 3 business days of placing the order.
The year is 2009, I've just tried to engage in e-commerce and support my local newspaper, and I'm getting a customer service message that reads like something from the 70s?
It gets worse. A few minutes later, I got this email:
Dear Kevin Whited,
Thank you for becoming a Houston Chronicle subscriber.
Your Houston Chronicle should begin arriving at your home within two business days of placing your order. If you haven't received your Chronicle by that time, please let us know.
Our top priority is providing you with first-rate customer service. Please let us know if there is anything else we can do for you.
If you need further assistance, please contact a Subscriber Services representative using one of the following options: 713-220-7211 or toll-free at 1-888-220-7211.
In addition, if you would like information on placing classified advertising (there has to be something in your garage that you can sell!) please call our Classified hotline at 713-362-6868 and one of our friendly representatives can get you set up and selling withing minutes.
Thank you again for choosing the Houston Chronicle.
The Chronicle can't pull off a simple e-commerce transaction that should result in my receiving a username/password to their "e-edition" product immediately, they send out a form email describing a product I did not order (home delivery), and Hearst executives think they are going to start charging for online content shortly? Umm, I JUST TRIED TO BUY ONLINE CONTENT AND YOU ARE MAKING IT A PAIN IN MY ARSE!
Wow.
I once had trouble imagining a world without newspaper newsrooms engaged in local reporting, but I have to say that the people on the business and customer-service end of things sure seem to be doing their part to bring that world about.
Now, I'm going to email the Chron's reader rep again and see if he can help me to get a username and password for the service I just tried to purchase, rather than waiting two business days to see what happens (will they toss the username/password on my driveway?) and then calling a "Subscriber Services representative" (on the phone, perhaps with menu trees and hold times! whee!). I'll update the post when/if I manage to get access to the product I just tried to purchase from my local newspaper.
UPDATE (2:15 PM): The reader rep must have passed my email on to someone, because I just got a voicemail message from a pleasant sounding woman who informed me that I had received an incorrect email, and that I was NOT subscribed to print home delivery. Rather, I'm subscribed to the Chronicle electronic edition. And if I have any questions, I can call her back.
That's it. No further useful information, like, say, my username/password. I will follow up later, perhaps. Or maybe I'll just wait and see if I ever receive a username/password.
UPDATE (03-06-2009, 7:15 am): I received my username and password via email this morning, and am trying to access the product. Login was fine, but the iBrowse newspaper pages refuse to load in Firefox on my work PC. They load in Google Chrome just fine, and the product seems pretty good (nice pdf-style reproduction of the actual Chron pages). I'll try Firefox on my home machine tonight and report on that. I am pleased to report that all sections seem to be reproduced (including the Fry's ad, yay!).
Posted by Kevin Whited @ 03/05/09 11:40 AM | Print |
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