Back in the day, if you had an issue with newspaper home delivery, you could speak with your local newsagent and, usually, it would be fixed. Today, for many Australians, thanks to the changes led by News Corp, changes that have ripped newspaper home delivery away from local newsagency businesses, you often have to deal with a faceless, not local, call centre.
One home delivery customer told me this week that the process was so broken that they cancelled their subscription. They were a 7 day a week customer. The issue was the paper being left at the wrong entrance to their apartment complex. The delivery was to a foyer 5 metres for their foyer. They told me that contact to report the issue took more time that the paper was worth.
Another person told me of their experience at receiving the paper without having ordered it. They spoke to the local newsagent who advised they no longer did deliveries. The person receiving the free paper called the number the newsagent provided. After a couple of calls they gave up and decided to lean into the daily free paper.
For all their noise to home delivery customers about the changes providing a better experience, the anecdotal evidence is that the experiences are worse, more disconnected and certainly not local. I wonder if these experiences will be noted as a reason for a decline in newspaper sales.
Newspaper home delivery in Australia, while often loss making for newsagents, was an appreciated local service. News Corp has led the changes that have dismantled this much loved service.