Posted by Anonymous
To Whom It May Concern:
I am very distressed at the lack of support for our U.S. military of your NYtimes.com store. I have been trying, unsuccessfully, to order a birthday book for my son who lives in New Jersey. I live in Japan on a U.S. military base. I could not order on your website because there is no APO or FPO on your drop down menu. I emailed your support line and they were totally wrong every time they answered me. It is not possible to use the website to order with an APO billing address.
Finally, I called 800-671-4332, the Customer Service number. They were even less supportive. After I talked to Tara, a supervisor, I was told there was no way to order anything from the NY Times website with an overseas military address as a billing address. All of my credit cards have that address. Even my driver's license has this address. This situation needs to be fixed. Men and women, living and working overseas for our military, our government and our country should be able to order from any website in the United States. Having an APO address should not preclude ordering. This is a group of people that need your support. They should not be limited by a fault in your computer system. I was appalled that the supervisor would not even take my order over the phone. Even small business will take orders over the phone with an valid credit card if their websites don't support overseas military addresses.
I am very disappointed with the lack of concern of your customer service representatives.
I would like to know what can and will be done to correct this problem. I'd appreciate your attention to this matter as soon as possible and would like to have a response as to what is being done.
Sincerely,
Debra Hoffman-Pahl
