Boston Globe Delivery Meltdown, Day 6

January 2, 2016

Well the hardlyreading staff failed to receive its Boston Globe today, same as the last two days, but at least the lately local broadsheet included our zip code in its daily “delivery delay” list.

 

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That’s 111 zip codes if you’re keeping score at home. (We miscounted earlier on Twitter.)

Globe chief executive Mike Sheehan has claimed that “[b]y Wednesday, 95 percent of home-delivery subscribers received their papers,” but given the Twitstorm that’s raged all week, that seems highly unlikely.

Two additions from our splendid readers:

• David Shea on why the Herald has been AWOL on this story:

 

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• And Sharon Machlis added this bit of background:

 

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(Link here.)

Fun fact to know and tell: Click on any link for the aptly named ACI Last Mile Network, which is the Globe’s new improved delivery partner, and you get this:

 

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Huh.

One last note: This note from the Boston Globe Team.

Dear Subscriber,

We know that you have reached out to us this week to discuss your service interruption, and we apologize to those who did not get through. We are working around the clock to resolve our Customer Service and operational issues and get your paper to your door on time.

In the meantime, your home delivery account will be credited for this entire week. This will happen automatically; you do not need to take any action.

Once again, we apologize. For the most up-to-date information on delivery in your area and any new service announcements, please go to our dedicated delivery change page: BostonGlobe.com/ConsumerUpdate.

Thank you,
The Boston Globe Team

 

This one’s headed for a Harvard Business School case study, no?


Boston Globe Rips Off Home Delivery Subscribers

November 24, 2019

Ever since the Boston Globe’s Great Home Delivery Meltdown of 2016 and its 2017 move to a new printing facility, the hardreading staff has significantly lowered its expectations of the cheapskately local broadsheet. And the Globe has managed to fall short of even those.

What arrived at the door of the Global Worldwide Headquarters this morning was a sort of Globe Lite, given that the Globe Magazine and Parade were missing. Consequently, Two-Daily Town’s better half contacted what the Globe laughingly calls its Customer Service department to register our dismay and seek redress.

Alas, that was not to be.

The customer service rep said there would be no followup delivery of the missing sections and no credit for the foulup – not even an extension of our subscription, which the paper supposedly provides in response to a missed delivery. (The Wall Street Journal, by contrast, either delivers missing sections the next day or mails them to the subscriber.)

Is it any wonder, then, that there are currently 66 complaints against the Globe lodged with the Better Business Bureau, mostly from this year.

Representative sample:

Wait – we thought it was the Globe’s responsibility to respect its subscribers. We must be wrong.


Boston Globe Home Delivery Not Yet Gone Chernobyl

June 23, 2017

You splendid readers undoubtedly remember the Great Home Delivery Meltdown from last year when the Boston Globe switched distributors much to the paper’s regret.

This week the Globe not only moved into new downtown digs at 53 State Street, it also switched printing facilities, as Peter Doucette, Chief Consumer Revenue Officer, informed subscribers in an email.

 

 

That was Monday. All went well for three full days. Then came this.

 

 

Indeed, no Globe arrived yesterday at the Global Worldwide Headquarters of Two-Daily Town. When the same email came this morning, the hardreading staff braced itself for more home delivery headaches.

But lo and behold, both papers did arrive today.

So, well done, you former Morrissey Boulevardiers.

And mazel tov on the new home.


Herald Fails to Deliver on Globe Meltdown Finale

March 10, 2016

As the hardreading staff has dutifully noted, the Boston Herald has resolutely refused to cover the Boston Globe’s Chernobylesque home delivery meltdown over the past three months.

And that includes the lately local broadsheet’s white flag in yesterday’s edition.

Globe ends deal with delivery company

Subscriptions lost in transition debacle

The Boston Globe is cutting ties with the home delivery company whose problem-plagued takeover of service Screen Shot 2016-03-10 at 1.19.47 AMless than three months ago left thousands of angry customers in Greater Boston without newspapers.

Globe officials said Tuesday that ACI Media Group will soon no longer handle any of its routes. The Long Beach, Calif., company had retained part of the Globe’s business after the delivery debacle and after the newspaper’s decision to give many routes in the area to its previous vendor, Publishers Circulation Fulfillment Inc.

 

“Transition debacle” should be mother’s milk to the thirsty local tabloid, but . . . nothing.

Yo, Heraldniks: What the hell’s wrong with you?


Useless Boston Herald Still AWOL on Globe Meltdown

January 7, 2016

The hardreading staff has been thoroughly flummoxed by the Boston Herald’s recent abdication of its sacred duty to pummel crosstown rival Boston Globe on any and all occasions.

And what an occasion the stately local broadsheet has presented in its current inability to deliver its print edition to vast swaths of home subscribers.

An inability, by the way, the lately local broadsheet is now kind of hiding.

Start with this now-routine note on the Globe’s homepage.

 

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Click on the ConsumerUpdate link inside the box and you get the Member Center Login. Click on the Note to subscribers above the box and you get this:

 

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Click on that ConsumerUpdate link and you finally get to the tough luck towns du jour.

 

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Today’s unlucky number of “delivery delay” zip codes: 100.

The whole runaround is just lame.

But the fraidy local tabloid is even lamer, because it continues to ignore the Globe delivery meltdown. Not to mention ignoring Boston GlobeSox owner John Henry’s hot little tweet yesterday about a piece by the Unsinkable Emily Rooney at WGBH News (note the Update at bottom).

 

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Don’t think we’ve heard the end of this one yet. But don’t bother checking the Herald about it.


And on the 7th Day, Boston Globe Delivery Crested

January 3, 2016

Very inspirational, the whole Boston Globe rallying the troops thing that got so much attention in the past 24 hours, especially on Twitter.

Representative sample:

 

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But has anyone checked the “delivery delays” page today? The zip codes listed are up to 117 (from 111 yesterday).

That’s progress?

What some call historic is really just sugar-coated pathetic.

Anyway, let’s see what happens tomorrow, when the reporters actually have to do their day jobs.

P.S. The hardreading staff scored the hat trick today: Globe, Herald, Times. Just for the record.


Boston Herald Fails to Deliver on Globe Meltdown

December 31, 2015

The hardreading has often labeled our Boston Herald home subscription the Biggest. Waste. Ever. And, for the most part, it has been, thanks to its spasmodic delivery.

But this week, the Boston Globe has given the finicky local tabloid a run for its wasted money.

From the Globe’s website:

 

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“Disruption,” of course, is a euphemism for going Chernobyl for the past four days. Here’s a list of the 90 towns currently experiencing “delivery delays.” (It should be 91, as the hardlyreading staff didn’t get its copy of the Globe today. We did, however, get the other three we subscribe to.)

The oddest thing, though, is how few news outlets are covering the absolute meltdown of the Globe’s home delivery. The redoubtable Dan Kennedy had this piece yesterday at WGBH News, and WBZ’s Jon Keller has been on the story like Brown on Williamson. (Full disclosure: Keller interviewed us for his piece, which obviously gave us a kenahora, since we had gotten the Globe all week up until today.)

Most amazing of all, though: Nothing in the Boston Herald. Nothing.

Man, have they lost their fastball.


Globe Fails to Deliver Delivery-Fail Story

December 26, 2013

From our One Town, Two Places desk

Once again the local dailies live in parallel universes.

Today’s Boston Herald front page:

 

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The inside story:

A Christmas delivery meltdown that saw retailers and shippers failing to del­iver gifts on time for the holiday could spur an upheaval — and even a backlash — in online shopping, experts said yesterday, as consumers took to social media to vent their spleen.A UPS delivery man prepares to deliver packages on Christmas Eve in New York

“I think too much was promised because the 
industry and the carriers
 underestimated how much demand there will be for
that last-minute type of delivery. I don’t think there’s any doubt that a lot of consumers and stores alike were really besieged at the last moment,” said Jon Hurst, president of the 
Retailers Association of Massachusetts.

 

Reaction by Herald commenters was decidedly mixed.

 

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Inevitably, the feisty local tabloiders wound up turning on each other:

 

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Crosstown at the Boston Globe, the story was . . . lost in transit.

Today’s stately local broadsheet has nothing on the carriers putting the X in Xmas, but it did have this helpful primer on returning gifts.

The garish sweater from your aunt. The Chia Pet from your brother-in-law. The PlayStation game from a grandmother who forgot you have an Xbox. Getting rid of unwanted gifts is as much a holiday tradition as receiving them.AP103518433181

About one-third of consumers returned at least one gift last year, according to the National Retail Federation, and many still do it the old-fashioned way: at a store’s customer service counter.

But before you get in line, take some basic steps to make it less aggravating.

Most crucially, if you received a receipt with your gift, keep it until you are sure you won’t be returning the item, said Edgar Dworsky, the Somerville-based founder of the consumer advocacy and education site ConsumerWorld.com.

 

Really? A lot of people include a receipt with their Christmas presents? The hard gifting staff had no idea.

One last thing: This time, at least, the Herald had the better nose for news. The Wall Street Journal had the carrier meltdown on its front page today, and the New York Times ran it on D1 of the Business section.

Season’s Beatings in the daily bakeoff, eh?


Boston Herald Finally Turns on Globe

April 11, 2016

As the hardreading staff has noted, the Boston Herald has been alarmingly lax lately about holding its crosstown rival to task, both regarding the Boston Globe’s recent home delivery meltdown and last week’s Let’s remake the paper! We can use John Henry’s garage! memo from editor Brian McGrory.

But the feisty local tabloid is back on the job today, spurred on by yesterday’s front-page faux pas in the Globe’s Ideas section.

To (half)wit:

 

trump-front-page

 

Well today’s Herald is on that like Brown on Williamson, giving it classic jump-the-gutter treatment (Inexplicable Little Green Number sold separately).

 

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We’ll leave it to you splendid readers to decide whether you want to sample the goods: there’s a media reax piece and a thumbsucker from Jack Encarnacao, while Howie Carr mails in another shopworn litany of Globe mortal sins.

At least we know they’re awake on Fargo Street. Finally.


Fraidy Local Tabloid Won’t Cover the Boston Globe

April 10, 2016

What’s with the Boston Herald?

As the hardreading staff noted last month, the Herald resolutely refused to cover the Boston Globe’s Chernobylesque home delivery meltdown earlier this year. The Globe itself labeled it a “delivery debacle,” which we wrote “should be mother’s milk to the thirsty local tabloid but . . . nothing.”

Now comes the juicy memo from Globe editor Brian McGrory (first reported on Thursday in the redoubtable Dan Kennedy’s Media Nation) announcing a “no-sacred-cows analysis of our newsroom and what the Globe should look like in the future.”

McGrory framed it this way: “If a wealthy individual [who, presumably, is not John Henry] was to give us funding to launch a news organization designed to take on The Boston Globe, what would it look like?”

Regardless, don’t you want to hear the flamey local tabloid’s answer to that question? But over the past few days the Heraldniks have given us . . . bupkis.

Some speculate that the Herald has been laying off the Globe because the Globe prints the Herald. But that deal’s been in effect for three years and didn’t keep Herald columnist Howie Carr from lambasting the Globe for its Tsarnaev brothers coverage.

So why is the feisty local tabloid AWOL now?

All suggestions gladly accepted.