The WSJ asks me to renew my digital version. They send me an online code, which their site will not accept. The site says that the code requires a phone call, despite the fact it’s supposed to be entered on the site.
A phone call places me in the Philippines, with a guy who can’t speak English well and keeps repeating scripted questions. When I ask for a supervisor he puts me on “hold” and leaves me there.
I then try the “live” online help, where I get another guy in the Philippines. He does manage to have someone call me on my home line within 10 minutes. This person also keeps repeating himself and, when I get the promised email to click a link and verify my address, it doesn’t work!
How can this dignified newspaper—which absolutely hounds me many months early for print and digital renewals—be so screwed up in its customer service? I’ll tell you how: Dumb-Ass, Stupid Management. You can see how effective it is, for example, outsourcing customer service to the Philippines.
© Alan Weiss 2014Print This Post