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Letter from the Editor I hear from a lot of people every month with frustrations about our Plain Delivery delivery, complications with the digital edition of the newspaper or technical issues with the website.
Like these:
Hi. Writing to you as a 45-year subscriber to the plain dealer. Today I did not receive a paper because my payment on my account was not updated timely. We depend upon the delivered Sunday Plain Dealer for ads and additional material with the Sunday Plain Dealer. It’s hard to believe with today’s technology that a credit to my account is NOT instant.
Hi, I became a subscriber a few weeks ago. I sign in BUT I am still not allowed to read the articles. What’s Up?
I am no longer able to print the Plain Dealer crossword puzzle in landscape orientation. This ability went away about four or five weeks ago.
I’m not involved in circulation or the technology side of most of our platforms, but I understand why frustrated readers reach out to me. I’m the name they know, through columns like this one, my voice in our weekday news podcast discussion “Today in Ohio,” and my free daily texts about what we are discussing in the newsroom. (sign up for free at https://joinsubtext.com/chrisquinn)
It’s an honor, actually, that people do reach out to me. We’ve put a lot of effort into engaging with you, and that people feel they have a connection through which they can solve a problem is heartening. I’m happy to help. When someone sends me a note, I quickly get it to the people who can help, and I receive follow-up reports confirming that the problems were, in fact, handled.
But it’s an inefficient system if the only way people feel they can get help is to go through a middleman like me, partly because I’m not reading emails 24 hours a day, seven days a week. Sometimes, I don’t read an email until it’s too late to fix the issue. In the interest of saving people time and effort, today’s column is about how to get help if you encounter a problem with our platforms.
Website: For any problems with signing into or reading the cleveland.com website or app, the number to call is 216-999-6000. Or you can send an email to digitalservice@cleveland.com.
Digital newspaper: For any problem with the digital edition of the newspaper, the number is the same, 216-999-6000. The email is different, though: circhelp@plaind.com
Home Delivery: For problems with home delivery of the print edition of The Plain Dealer, you’ll not be surprised that the number is the same. 216-999-6000. And the email is is circhelp@plaind.com
Text accounts: When it comes to our texting accounts – mine, and the accounts for the Browns, Buckeyes, Guardians, Cavs – we sometimes get notes from people who say the messages are truncated or garbled. We have no control over that. The issue is with service providers -- often Verizon -- and usually it affects Android devices more than Apple products.
What we do know, after much investigation, is that service providers sometimes take a few days to update their systems to handle changes to phone operating systems. The problems do eventually end. We also know that sometimes the problem is that people receiving the messages have not updated their phone operating systems. If you get a garbled or truncated message, please make sure you are using the latest update.
Fortunately, I have yet to receive a request for help with our podcasts, which is amazing when you consider our podcast episodes have been downloaded more than 17 million times.
Letters to the Editor: I also get inquiries about letters to the editor. We welcome exclusive letters of 200 words or fewer that comment on and advance public debate on topics of general interest. The best way to submit them is with our online submission form at cleveland.com/plaindealer/letter-to-the-editor/ We’d prefer you not mail letters to us, but if that is your only path, the address is Letters to the Editor, Advance Ohio, 1801 Superior Ave., Suite 100, Cleveland, OH 44114. The mailing address is likely to change eventually, as our current address remains for sale.
Guest Columns: We also welcome exclusive guest columns from readers, with a limit of 650. Please email guest columns to forum@cleveland.com and include a daytime phone number. Please submit op-eds by noon on Wednesday to allow time for weekend review.
Of course, if you try these suggestions without success, I’m your fallback. Send me an email at cquinn@cleveland.com, and I’ll get your request into the right hands.
Thanks for reading.
Chris Quinn Editor and Vice President of Content
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