Khoi Vinh on his attempt to renew his New York Times subscription:

The total customer experience here is haphazard at best, and, at worst — I hate to say this because I am still friendly with many people at the company, but in truth there’s no way around it — it’s insulting. It shows a certain amount of disrespect to customers for a company to choose not to present a full accounting of available offers, displayed plainly and in an easy-to-compare chart, so that anyone can fully understand all of the options and decide quickly.

I think the NYT is a great publication, but their site, pricing, and so forth all seems to disregard what I really want: great writing and reporting.

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