What is NYTimes.com thinking? I've chugged along nicely with an account and subscription with them for decades. Now I'm bombarded with popup windows urging me to upgrade subscription to All Family Access, which I do NOT want, and there is no opt out. And a host of other issues (account verification, password reset didn't work, locked out of my account, emails to me don't arrive for 10, 20, or more minutes), which have consumed a great deal of my time to deal with. Yet another note. I chatted with Contact and asked to email the transcript. Never got it. If you're interested, here is the transcript via copy/paste (very long): Hi 👋 I'm the New York Times' Virtual Assistant. To best assist you, please provide me with: • As many details about your issue as you can • The subscription type you have (e.g. All Access, Games, etc.) [ME] Standard subscription. I was fed up with all the popup windows over the text I'm trying to read. I do NOT want All Family Access, and there seems to be no opt out. Also, the many times I have to login in a day. And when I ask for a verification code to be sent, I wait and wait. It finally arrives in my email after I've given up and gone on to something else. Thank you for reaching out. It sounds like you are being asked to verify your account. This is a security measure that has been put in place for your protection, and to ensure that the device being used is still meant to have access to this account. Please note that you will be prompted to complete this verification process on each separate device used to access the account. To complete the verification process, we will send a one-time code to the email address associated with the account. Are you currently not receiving the verification code, or are you stuck in a repeating verification loop? [ME] Not receiving the code. Please try these troubleshooting steps: Confirm that the email address shown for the code is correct, and check your Spam or Junk folders. Allow one to two minutes for delivery. Verification codes are single-use and expire after 10 minutes. If the email address on file is incorrect, update it in Account Settings. After two minutes, select Send verification code on the verification screen to request a new code. Privacy blockers, VPNs, or cache blockers may interfere with delivery or authentication. If applicable, temporarily disable them while completing verification. You can review the verification guidance here. Does the information provided answer your questions? [ME] No. I've checked all this. Frustrated, I decided to cancel my subscription. Somewhere in that process my password was lost. I tried the Forgot password? link, and I changed it, but it does not work! Now I can't login to my account. I have had a subscription for over 22 years and I can't get at it. Let me connect you to a human agent who can help. It sounds like one of our Customer Care Advocates will need to help you with this! I'm just going to ask you a few questions so I can pass along some key information to our team: What is your first name? [ME] XXXXXXXX What is your last name? [ME] XXXXXXXX Can you please provide your email address? [ME] XXXXXXXX Could you please provide your billing postal code for verification if you have an active subscription? [ME] XXXXXXXX Thank you for sharing your details! I’m connecting you with one of our Customer Care Advocates who will be able to assist you further. Please hold on for just a moment while I transfer our chat. Agent connected You are now chatting with nuvia Hello! Thank you for contacting The New York Times. My name is Rose, and I'll be happy to verify your account information. Thank you for sharing your email and billing zip code. I have successfully sent you an email to reset your password. Please check your inbox and follow the instructions to complete the process. I’m sorry that I haven’t received a response. I’ll be closing this chat for now. Please feel free to contact us again, or call us at 1-800-698-4637. Our representatives are available Monday through Friday from 7:00 a.m. to 6:00 p.m. ET, and Saturday through Sunday from 7:00 a.m. to 3:00 p.m. ET. We look forward to assisting you. Thank you for contacting The New York Times, and have a wonderful day! nuvia has left the chat [ME] I did not get the email. Same as asking for a verification code, I do not get the email for 10, 20, or more minutes. I’m sorry—the verification and password-reset emails still aren’t reaching you, even after the documented troubleshooting steps. I don’t have another self-service step available for this email-delivery issue. [ME] Finally got your email. I successfully created a new password and got into my account. What bugs me is that there seemed to be no way I could even get the password reset. That and all the po[pups trying to get me to buy an expanded subscription, with no opt out. To confirm, you’re sharing feedback about your New York Times account experience: password-reset emails and verification emails may arrive too late, and you would like a way to opt out of repeated prompts to purchase expanded access. Is that an accurate summary? [ME] Yes, and there is more. Please share the additional feedback you’d like included. I’ll capture your comments along with the concerns you’ve already described. [ME] When I tried the password reset earlier, I got 2 emails at the same time - one addressed to my email and the other addressed to an email account I never heard of. That new email address bothers me. Thank you for sharing your feedback about delayed password-reset and verification emails, repeated prompts to purchase expanded access, and receiving a password-reset email addressed to an unfamiliar email account. While we may not be able to act on every suggestion, all feedback is gathered and delivered to our team for review. If you have any further questions, please feel free to reach back out to us. [ME] Yes, but I need an answer to the extra email address that I do not recognize. Concerned about someone getting into my account. It sounds like one of our Customer Care Advocates will need to help you with this! I'm just going to ask you a few questions so I can pass along some key information to our team: Can you please provide your email address? [ME] XXXXXXXX Could you please provide your billing postal code for verification if you have an active subscription? [ME] XXXXXXXX Thank you for sharing your details! I’m connecting you with one of our Customer Care Advocates who will be able to assist you further. Please hold on for just a moment while I transfer our chat. Agent connected You are now chatting with walter Hello, my name is Walter, from The New York Times. [ME] Can you see the entire chat? Can you tell me the emails you can see ? [ME] Your NYTimes email has been successfully changed. As requested, your email has been changed. You will be able to log in and receive newsletters and communications via desabled@desabled.com. If you did not make this change or if you believe an unauthorized person has access to your account, please contact us immediately. It happens when the email si desable Do you want me to add your email? No it is something made by our system when we have an issue with your email [ME] OK. And my real email address is working. Secondly: Endless frustration with popup windows, dunning me to expand my subscription, with no opt out. I feel hunted by an organization I've had an account and subscription with for decades. I am very sorry you are having trouble with that message. We implemented a verification code for logins—though I realize it isn't exactly ideal to have to enter a code every time—and we are already working on it. Please accept my apologies for any inconvenience this may cause; we will resolve the issue soon. [ME] I hope so. I've been thinking about canceling my subscription because of it. But then I might be seeing a popup asking me to buy a subscription? We are working on it to resolve it sorry about it [ME] OK, I'll bite the bullet and continue, but I've spent an enormous amount of time on these issues. It will resolve it soonest [ME] Of course, I don't know what "soonest" means. I do not have a date but we will resolve the issue with the pop ups I am so sorry we can not do it now but it was escalated already as it is happening with all the subscribers [ME] OK, with that I'll say goodbye. Thanks for listening. Conversation ended walter has left the chat You have ended the chat Start new chat AI Agent powered by Message from you: OK, with that I'll say goodbye. Thanks for listening.   submitted by   /u/ElCoyoteSurvives   to   r/rss [link]   [comments]