To The News-Press readers:
On Saturday night, The News-Press experienced a series of mechanical and technical problems with our presses, which delayed deliveries of the Sunday paper to many subscribers and retail outlets.
We know how important the Sunday edition is to you as part of your morning routine, and we apologize for the disruption and the frustration we caused.
The problem occurred after the Bonita, Estero and North Naples papers were printed. The last papers came off the press at 7:20 a.m., about five hours later than usual. Our employees and our independent contractors worked long through the night and into mid-day Sunday in order to get your News-Press to you as soon as possible.
We often take for granted this miracle of delivery that occurs every single day. Yesterday’s emergency highlights the hundreds of heroic professionals who work in the wee hours to serve this community, no matter what. Almost every one of our 180 home delivery and single copy contractors who were waiting without certainty of when papers would be available stayed well beyond their usual time, and we thank them for their commitment.
While we launched a communications effort, we could not alert everyone immediately. By 10:45 a.m., more than 22,000 News-Press customers had called our 1-800 customer service line. That overloaded the system, which caused some callers to receive error messages. We apologize for that as well.
Most readers were understanding, once they knew about the problem. Fort Myers Mayor Randy Henderson wrote in response to an alert from me: “I am with a group as we speak and read your message aloud. Everyone was complimentary on the reliability of delivery. No one can remember the last time there was an interruption. All agree, this is a non issue. They will read the paper later today or online:) imagine!”
Some of you report you’ve been experiencing ongoing service problems. Please do call customer service at 1-800-468-0233 so we can resolve the issues to your satisfaction.
We are grateful for your patience. All impacted subscribers will receive credit for their Sunday paper.
During this emergency, we encouraged subscribers to activate their accounts by going to news-press.com/activate, on the top right corner of the home page. By doing so, you gain full access to all our content 24/7 on your desktop, your smart phone, your tablet and through the E-edition of the newspaper. The News-Press has been your trusted home-town source for 128 years. We’re glad we could maintain our record of never missing a day of publication. We apologize again for disrupting your Sunday, and we thank you for your understanding and your readership.
— Mei-Mei Chan is president and publisher of The News-Press Media Group. Email her at firstname.lastname@example.org.