New Haven Register responds to complaints

New Haven

(WTNH) — The publisher of the New Haven Register is speaking out and explaining why so many subscribers have not received their newspapers this week. The reason for the issue was a combination of the first day of work for new employees and a nasty rainstorm that sent some of them packing.

Paul Barbetta spoke to News 8 on Wednesday. Barbetta is the regional publisher for Hearst, a media group that recently bought the Register.

The Register was using a company called JVR Deliveries to deliver the paper. Barbetta says Hearst was not happy with that company, and customers were complaining about delivery issues, so the newspaper hired dozens of delivery people of its own and fired JVR.Related content: Angry New Haven Register readers look for answers

Those new people started Sunday, just as a driving rainstorm was soaking the area. The weather was so bad, Barbetta said, that several of the new employees quit rather than work in that weather.

Days later, they were still working to replace some of those people. So, if you live on one of their routes, that is why you have not gotten a paper since Saturday.

Many people, like Don Guest, also complained about how hard it was to get an explanation on the phone.

“Even the day after, the second day, the third day,” Guest said. “I’m not even going to call today, it would take two hours to get on hold to get a non-response from what seems to be a generic answering service.”

Barbetta says some of the customer service people were also brand new and did not know what was going on. “We know we have failed,” Barbetta said on the phone. “We are working furiously to solve the problem.”

Barbetta said the Register is working on hiring new carriers and training the customer service employees how to better handle these situations.

What customers need to do is keep track of the days the paper was not delivered. The Register will credit you those days and add them onto the end of your current subscription period.

As always, the publisher says, anyone who wishes to can cancel their subscription for a full refund.

Copyright 2021 Nexstar Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.

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