I was renewing my epaper subscription on Tuesday and it's been an educative experience ... I attach some of the communications below Needless to say - for all of those of us working in user support - there are things to do and things not to do ... Most importantly - have a support line that is actually answered (or invest in Call Centre services if you can't do it in-house!) And of course, I remain not sorted out as of writing But just to be fair - this is the first time I'm having trouble with the service, it has in the past worked well for me .. and I HAVE been promised an additional week of subscription - when I DO get sorted out so I'm keeping my fingers crossed. [Some details cut - to preserve identities] *From:* Bernard Shiundu *Sent:* Friday, April 20, 2012 10:40 AM *To:* 'Support Person II'; 'epapers (KE)' *Cc:* 'Support Person I' *Subject:* RE: Subscription Error - Reminder + Things I have done so far *Importance:* High Hello Support Person II, Thanks for getting back to me. Some issues: 1. The account in question is "my account" <susanekesa@yahoo.com>. 2. I don’t know how things stand on your end but from my end the East African DOES NOT have a facility for a one week payment. 3. If I HAD paid for one week – given that the EA is a weekly - shouldn’t the amount have been around 50/= instead of 200/=. Hope this clarifies things. Looking forward to some solution. Thanks *From:* <[mailto:mwangie@ke.nationmedia.com]><[mailto:mwangie@ke.nationmedia.com]>Support Person II *Sent:* Friday, April 20, 2012 10:04 AM *To:* Bernard Shiundu; epapers (KE) *Cc:* Support Person I *Subject:* RE: Subscription Error - Reminder + Things I have done so far Hi Bernard, Trust you Morning is great. Could you Kindly clarify which user name used at registration for East African because from my side you (my account) subscribed East African for one week but not one month as mentioned earlier in the email. we highly apologies for the inconvenience caused Kindly see below Dear Nation Media E-papers, A transaction of KES 207.74 on JamboPay has been successful. Transaction details are below: *Transaction reference: * 999133 *Payee: * my account *Order for: * The East African *Order ID: * 2402_89173_89792 *Amount transacted: * KES 207.74 You can visit www.jamboPay.com <http://www.jambopay.com>for more details. Thanks, The JamboPay team Regards Support Person II *From:* Bernard Shiundu *Sent:* Friday, April 20, 2012 9:34 AM *To:* Support Person I; epapers (KE) *Subject:* RE: Subscription Error - Reminder + Things I have done so far And what I have tried so far without success (I still keep getting the renewal page after login): 1. Switched from proxied to direct internet connection (just incase our proxy cache was sending me data from the cache) 2. Cleared my all of my browser cache+history 3. Tried access from different browsers (Firefox, Google Chrome, IE, Opera) 4. Tried access from browsers above on different PC So there we are. It is definitely not me. *From:* Bernard Shiundu *Sent:* Friday, April 20, 2012 9:23 AM *To:* 'Support Person I'; 'epapers (KE)' *Subject:* RE: Subscription Error - Reminder *Importance:* High Just a reminder that I am still not sorted out on this. Thanks *From:* Bernard Shiundu *Sent:* Thursday, April 19, 2012 3:07 PM *To:* 'Support Person I'; 'epapers (KE)' *Subject:* RE: Subscription Error *Importance:* High Hello Support Person I, As we spoke on phone, the subscription is/was for one month. I have just tried to login but still getting the renewal page *From:* Support Person I *Sent:* Thursday, April 19, 2012 11:24 AM *To:* bshiundu@live.com; epapers (KE) *Subject:* RE: Subscription Error Hi Bernard, We spoke yesterday. I have found the account on the database, however, it could not be established the period you wish to subscribe and thus your subscription could not be renewed. Kindly give me a call so that we resolve the issue promptly. Once again, we thank you for the input you have shared to give you a better user experience. I await your call. Warm regards, Support Person I *From:* Bernard Shiundu *Sent:* Thursday, April 19, 2012 11:18 AM *To:* epapers (KE) *Subject:* Subscription Error *Importance:* High I tried to renew my subscription for the African via MPESA/Jambopay on Tuesday 17/04/2012 but instead of completing the transaction the system response was “transaction not successful” Looking at my account ( <susanekesa@yahoo.com>my account) I was still being asked to renew my subscription despite the fact that the deduction from MPESA was done successfully. I spoke to a Support Person I yesterday (after a full day and a half of trying to get through and getting quite the phone tour of NMG) and he assured me that this would be done but as of now nothing doing (though I do see that the inclusion of the support numbers to the landing pages has been done – yay!) Any chance of someone sorting me out or better still initiating a refund? Thanks DISCLAIMER: The information contained in or accompanying this e-mail is intended for the use of the stated recipient only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Any views or opinions presented herein are solely those of the author and do not necessarily represent those of the *Nation Media Group*<http://www.nation.co.ke> *.* To get all breaking news alerts send the word BREAK to 6667 or visit http://mobile.nation.co.ke to read news on your mobile phone. DISCLAIMER: The information contained in or accompanying this e-mail is intended for the use of the stated recipient only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Any views or opinions presented herein are solely those of the author and do not necessarily represent those of the *Nation Media Group*<http://www.nation.co.ke> *.* To get all breaking news alerts send the word BREAK to 6667 or visit http://mobile.nation.co.ke to read news on your mobile phone.