Why does my local newspaper lie to me?
It’s Monday morning on Labor Day. My gym has delayed its opening hour.
So why not relax with a cup of coffee and browse my Kansas City Star.
Easier said than done.
That’s because an early check of my front lawn revealed that the carrier had apparently missed my house.
So when by 7:30 a.m. there still was no paper I did the obvious. I called the Star.
“I am sorry, did you not receive the paper today?” the automated agent asked.
No, I didn’t.
So after a few more prompts including my address the programmed agent asked whether I wanted credit for the miss out or a re-delivery.
I opted for re-delivery which the automated agent then confirmed.
Here’s what transpired:
The 9:00 a.m., 10:00 a.m., 11 a.m. and noon hours came and went—without any sign of my newspaper naturally.
So at 2:00 p.m. I called the Star’s automated agent again who then offered something along the lines of, “I see you’ve been having some delivery problems lately….”
Since the Star’s office was closed there was no opportunity to speak with a live person – I understood that.
My question is a simple one.
WHY assure subscribers of a re-delivery when they know damn good and well that there won’t be one?
During the Star’s better (i.e. more profitable) days of customer service one of their own people would take care of such miss outs and a replacement paper was delivered by one of their couriers. It would be at my home a couple of hours (or less) later.
However these days chances of a newspaper re-delivery are practically nil.
How do I know?
Because I have gone through the ritual many times during the past several years.
And every time I think circulation staffers have finally figured it out—here we go again.
No wonder I’m the only house on my block that still takes the newspaper…at least for now.