Dear National Review:
1) Your Android app no longer works. I click on ‘magazine’, which brings up images of covers of past and present issues. If I click on any past issue, everything is fine. If I click on the current issue, all I see is a list (in red capital letters): SECTIONS, ARTICLES, FEATURES, etc. — but none of these are clickable and the content is not accessible.
2) I thought this might be because my subscription had expired, so I clicked on ‘Subscribe’ and paid for an extended subscription. I see that you still have my expiration date as September 2022, so apparently you took my money but did not extend the subscription.
3) I clicked on subscription help, got back an email telling me to try a few obvious things like “log out and log back in again”, responded by saying I’d already tried those things and none of them worked, and then never heard another word from you. I emailed again, asking what to do next. After several days I’ve heard absolutely nothing.
4) I went to your customer care website, typed in the above, and was told I could not submit the above message because it is “too long”.
5) I called your customer service number (which took some digging to find because it does not appear on your website) and spent twenty minutes talking to a representative who insisted that I re-try everything I’ve already tried, none of which worked. She finally connected me to a supervisor. The supervisor came on the line and said “I understand you’re having trouble logging into our app”. I said that I’m logged in just fine; the app just doesn’t work. The call suddenly ended.
6) I called back, explained I’d been in the middle of a call with a supervisor that got cut off, and was connected to a new supervisor. I started to explain the problem, and the call ended.
7) I am now on hold trying for a THIRD time to reach a supervisor.
8) Here is what I need from you: First, fix your app and/or tell me how to make it work. Second, extend my subscription consistent with the money I just sent you, or refund the money. Third, please be more responsive in the future.
9) Because this message is “too long” for you to accept on your website, I am posting it here and sending you a link to this blog post.
Everyone else can safely ignore this post.
