NYTimes Subscription

What a PITA. I have online subscriptions to several national publications. In the summer I just don’t have time to read them and they add up so I cancel them.

Most of them allow you to just log in and click a cancel button that stops billing and access after the current period. But not the New York Times. They require that you call or do an online chat. Either way you are in for a belittling experience that takes a minimum of 10 minutes.

Of course, the way around this BS is just NEVER sign up for a subscription.

Here is the chat transcript from my call this morning. Honestly 11 minutes to cancel a simple account. This is shameful. The Times online business managers have obviously calculated that they can retain users this way, but they need to understand that they have lost a customer for life. I won’t sign up and I won’t purchase the print edition anymore. The process shown below should take at most 15 seconds online, not 11 minutes. Shameful.

Info
 at 7:41, Jul 19:
Please wait for an agent to respond.
** Please do not share your credit card information, security code or CVV during this chat **Thank you for contacting The New York Times. We appreciate your business and are always happy to help.

Info
 at 7:41, Jul 19:
You are now chatting with Shaleeka.
Shaleeka
 at 7:42, Jul 19:
Hello.
Mark Silver

 at 7:42, Jul 19:

Please cancel my account when the current term expires.
Shaleeka

at 7:44, Jul 19:

I will be happy to assist you with that change today.
Mark Silver

 at 7:44, Jul 19:

 Thank you. Are we done now?
Shaleeka

at 7:44, Jul 19:

I see you have been with us since April of 2017.
Shaleeka
 at 7:44, Jul 19:
Thank you.
Mark Silver

 at 7:44, Jul 19:

It does not matter. Please cancel my account.
Shaleeka

at 7:44, Jul 19:

I’m already processing your request,while I’m doing so I’m just seeing if I have something that may better fit your needs.
Shaleeka
 at 7:45, Jul 19:
You will need to remain in this chat.
Mark Silver

 at 7:45, Jul 19:

I should not have to do this to cancel a subscription. Please cancel my subscription at the end of the current period.
Shaleeka

at 7:46, Jul 19:

By making this change today you will be limited to 10 free articles per month. Are you sure you don’t want to reconsider?
Mark Silver

 at 7:46, Jul 19:

Please cancel my subscription.
Shaleeka

at 7:46, Jul 19:

Is there anything you would like to see the New York Times do better?
Mark Silver

 at 7:47, Jul 19:

Have an automated procedure for cancel subscription so I don’t have to waste 10 minutes to cancel a subscription.
I won’t return because every year when I leave the country it is so difficult to cancel a subscription. This is just crazy that I have to do this in 2017. If I were to sign up again, I will do so with a single use virtual credit card number so it just expires. I can’t believe that your credit card payment processor allows you to get away with making canceling an account so difficult.
Mark Silver

 at 7:49, Jul 19:

 Are we done?
Mark Silver

 at 7:49, Jul 19:

8 minutes…
Mark Silver

 at 7:50, Jul 19:

9 minutes
Mark Silver

 at 7:51, Jul 19:

10 minutes from start of chat…
Shaleeka

at 7:51, Jul 19:

Thank for that feedback! We’ll be sure that this gets passed along to help better serve all of our customers. Is there anything else we can assist you with today?

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