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Upgrading to digital access

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Dave Miller16/08/2014 11:44:33
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Unless the original contract contains a clause allowing them to change the terms at any time; most contracts of this type do! wink

David...16/08/2014 11:59:25
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I checked the current T&C and they have no provision for changing the terms and delivery of services, there's lot of discussion about us not paying for services received and (of course) in this instance the converse applies so if they don't deliver that's our implied T&C, let's see what tHey say on Monday.

John Privett16/08/2014 12:02:25
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Posted by ken anderson. on 16/08/2014 10:35:47:

john-Sorted you say- by paying More money.....? ..... good solution/not ...I would call it -sorted for the salesman....

ken Anderson ne..1 ... not sorted dept..

Well, Ken... I was paying £35.96 a year in four quarterly chunks for the Print + (now removed) Digital archive. I'm now paying £19.99 a year (though with a 3-month overlap of both) for the Digital version. So I'm payng less now (ignoring the £8.99 overlap) and getting what I want.

I'm not bothered about the printed mag - I only usually flick through it when it arrives and read the "urgent" stuff, then put it aside to read 'properly' later - though "later" often never arrives! With the digital edition I'm probably likely to read more of it.

David...21/08/2014 10:18:37
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I have just called the Subscriptions Dept. to ask why my Digital element has been removed (disappointingly they did not call me back after my initial query) and they have reinstated the Digital element without charge because of course I was already contracted to receive the Print + Digital services as part of my long standing subscription.

So if you previously held a subscription and have since paid extra (having had the service removed) call them and get a refund.

Likewise if you held a subscription before this change and you want to continue to enjoy access to the archives and digital versions, then call them to get them reinstated.

Nigel Day21/08/2014 11:46:12
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I found that my print and digital subscription had been registered as print-only when I lost access to the digital archive a couple of weeks ago. It took 8 working days for me to get a response after e-mailing at least three times - and that was probably only after David A gave them a nudge.

I provided proof of print and digital subscription over 24 hrs ago and haven't heard anything since.

Still no digital access.

Great mag (and forum) but awful support.

Martin Whybrow22/08/2014 22:23:41
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Well I've just found this thread when I discovered I no longer had access to the digital archive. I think it's a bit rich removing something our subscription previously covered (I've been a subscriber for several years now). My print mags are all archived (in a box buried in a distant corner of the loft) and I needed to look something up from an old issue which I can no longer doangry

The cost of serving up the digital subscrip[tion is basically nil; the printing process generates the digital pages anyway and providing access to them is an insignificant cost; oh yes, the print subscribers are the ones that paid for the images to be generated in the first place, I don't think RCM&E would exist without its print subscribers.

Come on RCM&E, let us print subscribers have access to the digital archive again.

John Privett24/08/2014 00:13:18
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This is beginning to get a bit tedious...

I took out a digital subscription a week ago which will run alongside my print subscription until that expires in 3 months. The new digital subscription would supposedly give me access "straight away" to the digital archive. (That's the one I used to have access to before.) It didn't. But I assumed this was because I didn't yet have my new subscription number to use in my profile.

This morning the subscription and direct debit confirmation letter arrived, and my subscription number is the same as before. Yet still when I try to enter the digital archive I'm told that my Print subscription no longer gets me access.

So, what additional hoops do I now have to jump through to get back what I previously had? angry 2

PaulH24/08/2014 02:09:04
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John,

My answer is three letters to subscriptions explaining that you simply want PC access, not smart phones, or tablets, or Ipads, etc. Finally in my case and after a week of waiting they got the message and I can now access the archive as I always did. Of course I'm still waiting to have my subscription date restored to where it was before this fiasco.

Nigel Day26/08/2014 12:31:17
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Two and a half weeks gone, still no digital access. Thanks to David A at least I've had a response now and, to his credit, he's promised to help further if no action soon.

David...29/08/2014 15:25:57
123 forum posts

My original Print+Digitial Subscription was downgraded to Print only without my knowledge and MyTime Media will not reinstate this even though that is the contract that has stood for a good number of years, the result is I have cancelled my subscription and will continue to receive the print copies until June 2015.

This is no way to treat loyal customers and shows a flagrant disregard for contracts so I'm taking the only action I can without recourse to an expensive legal process, I can't help but now think this is the beginning of the end for RCM&E and it seems MyTimeMedia don't care!

John Privett29/08/2014 16:40:18
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The saga continues...

I've just spent a while sitting in a queue and eventually speaking to somebody at Timemedia. He pointed out that I should be trying to view the mags through the pocketmags.com website, though whilst on the phone to him there seemed to be no obvious way to log-on to that using my subscriber number. He said he'd check it out and call me back later to talk me through it. Subsequently I've found that by registering an account on pocketmags.com and then "Activate Subscription" it prompts for the subscriber id.

So I can now see the October issue online. How I get to download it for offline reading and how I get to see the Digital Archive is anybody's guess... The FAQ's seem to raise more questions than they answer.

Ah, wait a minute, there seems to be more info here that I hadn't seen. And there it gives info on the offline reader. Ye gods, this is all very fragmented! So it looks like I might be able to read and/or download issues onto my Android devices.

OK, I've now successfully downloaded the October issue onto the PC as well as viewing it online. Still can't see where the Archive is though... And slightly worryingly issues on the Android app that I've downloaded have a £3.99 price tag, even though I've logged-in with my pocketmag account. Maybe it's just the back-issues they want to charge for, so where is the archive? Heck it's lucky I work in IT otherwise I might be even more confused! sad

David Ashby - Moderator29/08/2014 17:25:15
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John, forgive me, I'm still feeling my way a bit here too but the digital archive remains via this website (magazines tab at the top of the page).

Nigel Day29/08/2014 18:05:17
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Do you have access to the digital archive John?

I wonder if anyone can work out what's going on at MyTimeMedia and, David A apart, I'm not sure that they do care either.

After having sent all the requested proof of print and digital subscription a week ago I finally got a phone call yesterday late afternoon. This was only after David A gave the MTM/RCM&E subs people another prod. It seems that they wanted to speak to me but didn't have my phone number. You'd ask why they didn't e-mail me back to ask? That's another silly part of the story - to which I've not yet had any explanation.

The call yesterday sounded as though it was intended for a print-only subscriber who'd made the right kind of fuss and was being given the digital archive access back. Only my guess though. There was a very embarrassed membership exec when I explained the history (see above) and that I was always a print and digital subscriber but that my initial subscription had been processed incorrectly. To his credit, he was very sympathetic and professional.

From what I can see, apart from little communication with me, there is little communication between the various bits of RCM&E/MyTimeMedia/Pocketmags and anyone else in the group.

Anyway, as of about 7 O'clock last night, and after a frustrating 3-week slog, I finally got access again to the digital archive - and a three-month subscription extension as some compensation for the shambles I'd experienced.

I'm not holding my breath for any explanation and wouldn't be in the least bit surprised to hear here of further issues with access to the digital archive and/or digital/digital and print subscriptions.

Will I renew my subscription in 3-4 month's time or revert to buying issues when the mood takes? The jury's out.

If anyone's in a similar position and/or wants to know the full story, pm me.

Edited By Nigel Day on 29/08/2014 18:08:45

John Privett29/08/2014 18:05:45
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Thanks David, but that's the link I've been trying and it just tells me that access is now restricted to those having Digital or Print+Digital subscriptions! And I do have a Digital subscription.

Liam has just called me back as he promised and is investigating further. It appears that perhaps the problem is that I currently have two subscriptions overlapping. So for the next three months until it expires I still have my old Print subscription as well as the new Digital one. Liam is going to make a change somewhere in my account data and is hopeful that that will fix it. Fingers crossed!

Nigel Day12/09/2014 18:14:04
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Did you get resolution John? If yes, did you get an explanation?

John Privett12/09/2014 21:33:43
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No, it still just tells me that "Your Print subscription to RCM&E Magazine no longer allows you access to the Digital archive." when I try to view the archive.

If I can summon up the enthusiasm I may try calling again and giving them a prod...sad

PaulH16/09/2014 09:20:49
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Yesterday.

I received a long email from MyTime management, explaining their recent problems and an apology.

My orignal contract has been honoured and I have digital access until 2015 at my original renewal date.

I have now renewed with a combined print and digital subscription until 2017. However still having print delivery problems.

Paul.

David...16/09/2014 17:38:43
123 forum posts

Thanks for letting us know, I wonder if this is on a case by case basis on a more general outcome, actually it puts things back as they should be contractually, so why don't they write to their customers, if nothing else through this forum.

I have cancelled my direct debit because of their initial intransigent attitude, clearly that has mellowed now they realise what they have done (wrong) and finally common sense prevails, so I will call them tomorrow and see how they handle me! Hopefully we will return to where we were and that way we both win.

John Privett16/09/2014 19:09:49
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I had a call from them today (well 2 actually - the first was at work 2 mins before I was going into a meeting, so they rang back this evening) and have been assured that the problem is understood. It's a clash with the overlapping seperate subscriptions for Print and also Digital, and it should be sorted out when I logon tomorrow. Fingers crossed!

Martin Whybrow16/09/2014 19:11:42
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I also received a very polite email from the subscriptions department, apologising for the delay in responding; it was explained that we were all notified last year that they were going to remove the digital access unless you subscribed to the new print + digital access. Apparently they had considered keeping exisitng subscribers on the original deal, i.e. access to online digital issues and back issues, but apparently that's too complicated for their computers, so they decided it was easier to remove our access unless we fancy paying an extra £9:00 to get something I don't need which is the ability to download an issue to a tablet to keep. Thanks for the polite email, but zero thanks for the message it conveyed! David..., I think you're going to find you're in the same boat as me.

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