This was sent to Tribune President AND the Chief Operating Officer of the newspaper.
To the operating officer and publisher of the Los Angeles Times
The Times is still one of the best newspapers in the west coast of the United States, but many customers are livid on how your distribution partners for home delivery have basically screwed the pooch big time. I know that your owners the Tribune Company wants to improve their circulation numbers, but with this madness your partners have perpetrated I don’t know how the paper can stay in business in an increasing online society.
I don’t know how the other leading Los Angeles County newspapers from the Media News Group are being co-mingled with the Los Angeles Times, but would it be easier if your carriers just threw one company’s newspapers so they would not make so many mistakes that make the lives of your customer service agents miserable?
Your publication’s carriers haven’t made this many mistakes until this month, and even when I gave them a chance after I called your hotline the first time they still kept on making these mistakes. The second call I called to cancel, but I know you are trying to save circulation and rebound your business for the Tribune Company. But your account specialist says the same old canned line that we will get this resolved, but it will not get resolved from prior experience.
I have emailed myaccount and social media service addresses at your newspaper, and I honestly want out. I want the unused portion of my subscription refunded to my American Express account and maybe you can win my business in the future when your team reforms your customer service center and your delivery carriers.
My father was once a newspaper carrier twenty years ago and if he got all these complaints he would be fired. Even though I am getting bill credit, it is the matter of principle. Maybe you guys need to apologize in print in the editorial page to your subscribers who help keep your circulation levels high for your advertisers and be frank and honest like what the Netflix guys did recently.