Condé Nast Faces Glitches With Digital Publication Access – Wall Street Journal
Every magazine publisher wants to be digital first—until the problems show up.
As postings on Facebook and Twitter attest, some Condé Nast subscribers are unable to access their account information and digital editions for publications including the New Yorker, Wired and Vanity Fair. Callers to a 1-800 number for Condé Nast hear a recorded message that explains “we are currently experiencing technical issues and customers may not be able to access their digital editions or account information. Please continue checking online to know when the problem is fixed.”
A customer service representative said she believed the problem started on Sunday.
A spokeswoman for Condé Nast said only customers who purchased their digital subscriptions directly from Condé Nast, the magazine arm of closely held Advance Publications Inc., are impacted.
A spokesman for Condé Nast estimated only 2% of digital subscribers are affected.
Vince Polley, a lawyer based outside of Detroit, said he first noticed the problem on Monday when he attempted to download the New Yorker. “I went to their website and couldn’t find any notice of the problems,” he said. “They should have let their customers know, either posting to the website or by pushing something to them.”
Condé Nast’s transaction services are outsourced to CDS Global, a business owned by Hearst Corp. that provides customer relationship management tools.
CDS Global said in a statement late Thursday that there has been “some temporary disruption, services are being restored and should be back to full availability shortly. All digital titles are accessible to existing subscribers.”
Another CDS Global customer, publisher Meredith Corp., said multiple digital platforms were affected for a “very small” segment of its digital subscribers. Meredith, the publisher of Family Circle, Shape and Parents magazines, said it handles “the majority of the digital ordering processing ourselves.”