The Providence Journal, R.I.

I stopped reading the paper version of the Projo years ago. Instead, I used the iPad app. Then, within about the last year, they came out with a second app but never clearly explained the difference. About a month ago the version of the app I was using stopped working, and the other, newer app never worked at all. So today I called for tech support, turned out to be worse than a total waste of time. The agent -- Carla in Ohio -- had a script. But she was worse than clueless if there was even the slightest variation from the script. For example, she told me to delete all the cookies and history from the iPad. After several minutes wasted because only specific apps have cookies or history, but the iPad itself does not, she told me to Google it. Only then did it become clear she was talking about Safari rather than the iPad. When I told her I never use Safari, she started arguing, claiming iPads are Apple devices and therefore they are required to use Safari. She wasted my time, lecturing me about her personal Apple devices, which inherently use Safari. After close to an hour wasted with someone whose only apparent qualification for giving technical "support" was that she owns her own iPad and iPhone with stock configurations, she started to claim my newspaper subscription does not promise that the newspaper's app will work. I suggest instead: (1) replace such amateur agents with a well-documented set of instructions on a website, (2) state a recorded disclaimer when users first reach the support line (e.g., "If you're calling about our app, please note that we do not guarantee support for our app"), and (3) at least hire support staff with technical degrees and training in the fundamentals of contemporary computer technology.

I hate the new format!! This is NO improvement.

What is going on with this upgrade? I can't get into the online paper. It sends me to a video of the article. On cats . Where is the blue App symbol? I am sure you can do better and make it simple. If I can't get into it, no reason to subscribe.

I used to enjoy clicking on the square blue app with the white italic “J” with the word “E-Edition” below it. Well…the app is obsolete and has been replaced with a new square white app with a black italic “J” and no words below it. Also now missing is the ease of use, the accessibility, the formatting allowing a single full sized page to be viewed individually, the ease of subscribing, and the expert local technical assistance. Other than that, the new app is great! This new system is so messed up that I was forced to pay twice! I paid $95.88 on 5/20/24 for a one year digital only subscription to E-Edition. That failed to work on or about 9/1/24. Then on 9/6/24, I had to pay another $9.99 for a one year digital only subscription to E-Edition, with a $49.99 annual auto renewal. My E-Edition still doesn’t work right. The square blue app with the white “J” and the word E-Edition below it was far superior to the current available app. I am absolutely disgusted with all these problematic changes. Gannett should go back to their prior app and well functioning system.

Format is easy to read, but printing is complicated and requires several steps. I print the crossword puzzles and jumble daily and would appreciate a one-or two- step process.

New “upgrade” if that’s what it is is awful. App tells me I’m not a customer. Called the 800 number. They “reinstated “ my account. It’s almost impossible to navigate the app on iPad. Had this for many years. Don’t waste your time. I deleted the app thinking to reinstall may help. All it does when you go to the App Store is open the app. Does not appear on Home Screen.

Since changing to the present app I have been thoroughly disappointed with it. The performance of it leaves much to be desired. While reading the paper, it will all of a sudden go back to the first page. Sometimes the screen remains blank and does NOT go back to the first page. Very frustrating!

Just wish the paper would open on the front page with all the other pages following.

Using this app to read the e-newspaper is less than ideal. Often, the tab function takes you to a random selection. I’ve had the entire thing freeze up on a blank page with none of the options working. And having ad pop-ups open before you are allowed to see the page is ridiculous—for a paid subscription. Layout is often messy, with the name on an obituary appearing below the copy. I switched from the phone to iPad but that has its own issues—notably freezing up. Every day, I’m forced to abandon reading until on the third or fourth try, it unfreezes. So, so bad.

A must have subscription for anyone living in Rhode Island or vacations in the Ocean State