The Journal-World would like to apologize for the late and missed papers some subscribers have experienced this week. A number of issues have led to this persistent problem and we are working to resolve them.
To compensate subscribers in the affected delivery areas in Lawrence, the Journal-World will be extending their subscription by one week.
We continue to receive questions from readers about this week’s problems. We address those questions here.
Why were the papers missed or late?
Most problems were related to Sunday’s newspaper. The newsroom had a later deadline to allow for our comprehensive coverage of the Kansas University-Ohio State NCAA semifinal game. Also, there was a large number of insert advertising on Sunday, a week before Easter, and one of the busiest days of the year in terms of increased advertising. In addition, we had a large number of new newspaper carriers starting that day with larger routes with which they were not familiar. Add all of those together, and the result was some subscribers receiving late newspapers, and some papers that weren’t delivered at all.
Why wasn’t my call answered when I reported my paper missing?
Our Circulation Department customer service phone system was overloaded and unanswered calls didn’t go to voice mail, so the call continued to ring until the caller hung up. This issue is not yet resolved, but is being addressed.
Other than calling the main 843-1000 number, how else can I contact customer service to report a problem?
Service issues can also be reported via email at firstname.lastname@example.org.
Why isn’t my paper being delivered to my porch?
Starting on April 1, which was last Sunday, the Journal-World began offering porch delivery as an add-on subscriber option for a monthly $5 service fee. This fee goes directly to your carrier. Standard delivery subscribers receive driveway delivery service. Subscribers received several notifications in the weeks prior to this new policy. If you wish to register for guaranteed porch delivery, call customer service at 843-1000 or send an email to email@example.com.
Why did you switch to driveway delivery?
We were one of the few morning newspapers offering porch delivery, which we instituted in 1997 when the Journal-World became a morning paper. We continued that service until April 1, making the change to reduce costs and streamline delivery for our carriers, by reducing their stops and allowing them to complete routes in a timely manner. The $5 monthly fee for premium porch delivery is paid to the carrier as compensation for the additional time it takes to provide the service. Meanwhile, we will continue to review each hardship case on an individual basis. Please contact us at 843-1000 or at firstname.lastname@example.org.
Why were people not notified of this change?
Customers affected by the policy change should have received notification in the form of a Post-it note on the front page of papers March 25, 28 and April 1.
My paper is being placed somewhere else other than my driveway. What should I do?
We are coaching our independent contractor carriers about where to place newspapers. If you continue to have a concern, contact customer service at 843-1000 or at email@example.com.