NEAR-DEATH EXPERIENCE FOR MY LOCAL NEWSPAPER

_{My local newspaper had a near-death experience with me today. Consider my email exchange with our struggling, thin, but still daily newspaper, Eugene’s The Register Guard. Just this week it celebrated 150 years of publication. I wouldn’t bet on another 150.}

_{# # #}

_{From: "WAYNE Schmidt" <WayneASchmidt@msn.com>
To: "RG Customer Service" <customerservice@registerguard.com>
Sent: Sunday, June 4, 2017 9:10:35 PM
Subject: Vacation hold question}

_{I just placed online a vacation hold on our home delivery, checking to extend our subscription. Your site says that "some or all" of my request will not be extended. What?? Can you please explain?}

_{Thank you.}

_{# # #}

_{On Jun 5, 2017, at 8:48 AM, RG Customer Service <customerservice@registerguard.com> wrote:}

_Wayne,

_{When placing your newspaper on a vacation stop we no longer give credit for the first 14 days of a vacation stop, due to having unlimited online access during that time which is part of your home delivery subscription you receive. If you are gone longer than 14 days you begin getting credit for days 15 and forward, however you lose online access after the 14 days. I looked up your account and see your stopping the newspaper on x/xx/2017 and resuming delivery on x/xx/2017, so you won't get credit for the first 14 days but will get credit for the last 5 days. Please let us know if you have any other questions regarding our vacation stop policy.}

_{Sincerely,
Robert
Register Guard, Customer Service}

_{# # #}

 _{From: "WAYNE Schmidt"
To: "RG Customer Service"
Sent: Monday, June 5, 2017 3:36:33 PM
Subject: Re: Vacation hold question}

_{Robert, Thank you for your reply but your policy sucks. Why would I want online access when we'll be rafting through the Grand Canyon? With no service even if we cared?}

_{Really? You think this is fair? Or good customer relations?}

_Wayne

_{# # #}

_{From: RG Customer Service
Sent: Monday, June 5, 2017 3:49 PM
To: WAYNE Schmidt
Subject: Re: Vacation hold question}

_Wayne,

_{Thank you for your feedback regarding our vacation stop policy. I will pass your email on to the customer service manager so they are aware of your feedback. I will also give you credit for your upcoming vacation stop since you were not aware of our policy before today, therefore you will get a full credit for your upcoming vacation stop.}

_{Sincerely,
Robert
Register Guard, Customer Service}

_{# # #}

 _{From: "WAYNE Schmidt"
To: "RG Customer Service"
Sent: Monday, June 5, 2017 4:15:29 PM
Subject: Re: Vacation hold question}

_{Robert, that's a relief. Thank you.}

_{Please indulge me with this reply. I felt like I was having two weeks' subscription cost stolen by the R-G [Register Guard]. This is how much that pissed me off: I was going to permanently cancel my home delivery. It was the principle of the thing.}

_{That took some doing. I love local newspapers, and have always had home delivery, including the R-G since I retired here 11 years ago. (And, always have counted on vacation holds as part of the deal.) I have an online subscription to the WA Post. I devour the HuffPost and much print media. Hell, I once was a daily reporter, myself, for the capital bureau of Booth Newspapers in Michigan.}

_{I write occasional letters to your editor. I mailed in your little cartoon survey. Not too long ago, our kitchen remodel was featured in your home & garden supplement. So I'm a serious fan of the R-G. But this policy nearly cost you my support.}

_{Feel free to pass this along.}

_{Again, thank you for your courtesy. I'm glad I don't have to stress over this further on such a gorgeous day. (I'm going for a bike ride.)}

_Wayne

_{# # #}

_{From: RG Customer Service
Sent: Monday, June 5, 2017 4:21 PM
To: WAYNE Schmidt
Subject: Re: Vacation hold question}

_Wayne,

_{I will definitely pass your feedback on to our customer service manager. Please let me know if you have any other questions.}

_{Sincerely,
Robert
Register Guard, Customer Service}

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