Australian Newsagency Blog

A blog on issues affecting Australia's newsagents, media and small business generally.

Personal service disappears with News Corp changes to newspaper home delivery

Mark Fletcher
April 16th, 2021 · 3 Comments

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.

14 likes

Category: Newspaper distribution · newspaper home delivery · Newspapers

3 responses so far ↓

  • 1 Gregg // Apr 16, 2021 at 8:07 AM

    News Corps model is broken. They have a subscriber who over 6 months ago was put into care as they and their partner both had some major health issues. I rang on behalf of the subsciber as they have no family. I explained they are not returning to their residence so STOP trying to restart the subscription.
    Since then i have had 5 attempted restarts the latest this week. Each time Cust Service say someone from Subscriptions will ring me back to confirm this, but they never do.

    0 likes

  • 2 Graeme Day // Apr 16, 2021 at 10:50 AM

    Another point to make is that IT is NOT collaborative and there isn’t much help -take Telstra Microsoft and most Public Service departments and then again look at the charges…over the top.
    Big problems looming here.
    There is a price to pay for converting to on line for Newscorp it is circulation loss but they hope profit gain. Certianly it is consumer loss and newsagent/retailer loss.

    0 likes

  • 3 AVFC // Apr 16, 2021 at 3:41 PM

    I am currently in the process of transition with my ‘customers’ becoming ‘subscribers’ – News doesn’t want to use the term customer so as to de personalize them..
    Many have just been dumped as they are not 6/7 day orders, I have one customer whose bill is around $200 per month but because his order is of different titles on different days he has not been deemed worthy of a subscription. I have taken the opportunity of offering delivery of TV Week to others who only take one paper a week for the TV Guide with a good take up

    1 likes

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