Over at GeekWire, I explain that’s the reason why I finally canceled my Seattle Times subscription. Bad e-mail and online billing experience. Bad Android app experience. And a mystifying vacation stop policy that itself just … stopped. If a paying customer wants to have an equivalent subscriber digital experience with a newspaper as they do by going full-paper (for bills and news access), they aren’t going to get it at the Seattle Times.
So, in frustration, after seven years of paying, I canceled. And it led to a flurry of comments, including a couple directly from the Seattle Times. For one, Editor Kathy Best:
“… I agree completely that our mobile experience needs to be miles better than it is today. That’s why we teamed up with Ratio to produce a seattletimes.com app for Windows 8.1-enabled tablets and phones that launched a few weeks ago. Although that’s a small segment of the market, the project allowed us to develop skills that are helping us with the much bigger, much more complicated and much-needed conversion of st.com to a responsive site complete with search capability that will allow readers to quickly and easily surface stories, listings and visual content. No one wants that to happen more quickly than our newsroom. We are producing compelling photos, videos and interactive graphics to complement our enterprise, features and investigative reporting. We want to give readers an immersive reading experience that combines all those elements. And we can’t wait for a responsive design that will seamlessly lead people through the multiple layers of our site on every screen size.”
While I didn’t criticize the digital or print content (I thought it was clear it was acceptable, since I was actually paying to read it for seven years), Best went on to defend the content, accurately pointing out there’s much more on the web than in print. As there should be. But Seattle Times Customer Relations Manager Dayne Turgeon did address one of my other key points:
“Regarding our e-billing solution, you are 100% correct – it is less than customers deserve and expect from us. As a result of our recently having simplified our sign-in process, our prior, better solution for billing was lost. While the sign-in change drove significant customer improvements, we lost some functionality in this one area. We are currently working to provide an e-bill solution that will better serve customers and expect it to be in place within the next few months.”
Other readers pointed to revenue, news content and other issues (none of which I addressed, because hell, it’s my column, and my personal newspaper subscriber perspective here). But they made for a vigorous back-and-forth with 35 comments so far. My favorite non-specific one? “I am Groot!”
An unexpected coda to my column arrived in my e-mail inbox three days after my commentary posted. It was an invitation to take part in a detailed web survey about online versus print news preferences … which, based on the questions, was at the behest of the Seattle Times.
So perhaps I’m not the only one frustrated, and the digital subscriber experience isn’t the only trigger for more needed changes at this major metropolitan news organization.
Read, “Digitally clueless: Why I finally canceled the Seattle Times,” at GeekWire.