Our Premium Editions are produced out of the Design Center. Each product will be 12 broadsheet pages. These Premium Editions are of high value and enhance our already great content our members read every single day. Our journalism matters and our members have always asked for more content. They are published on a Sunday. Some markets don't publish on a Sunday so they are published Saturday instead: Salinas, CA (SC- The Salinas Californian), Tulare, CA (AR- Tulare Advance-Register), Vineland, NJ (DJ- Daily Journal), Visalia, CA (TD- Visalia Times-Delta) Premium Edition Cost: LGCI Premium Edition Cost: $6.00 LGHM Premium Edition Cost: varies per pub, check General Information page of the market There will be no more than two (2) Premium Editions published each calendar month during the subscription term. This is an exciting opportunity for us to further discover, connect, and engage our member’s conversation! mceclip1.png Q: What are the topics of our Premium Editions? A: Click here to see topics for the year. Q: How are customers notified of the Premium Edition Charges? A: Premium Edition disclaimers are published in our Terms and Conditions (available online) and in customer bills for printed bill subscribers. See Subscription Terms and Conditions. Q: Are premium editions published in ALL USA Today Network markets? A: No. For LGCI, markets that are excluded from Premium Edition publishing are Deming, NM (HL- Deming Headlight), Ruidoso, NM (RN- Ruidoso News), Silver City, NM (SC- Silver City Sun-News), and USA TODAY. For LGHM, see General Information page of the markets to check. Q: Will mail subscribers get and be charged with Premium Editions? A: We do NOT charge nor do we mail Premium Editions on a Mail subscription. For LGHM, pubs that were moved to ALL MAIL will still have Premium Editions (ex: Patriot Ledger). Q: Do we have options to exclude Premium Edition Charges? A: Yes. Click on Premium Edition Charge Exclusion (GCI) and Premium Edition Charge Exclusion and Wallet (GHM). CSR Note: NEVER USE THE TERM ‘OPT OUT’ WITH CUSTOMERS. Q: How do I process credit for Premium Editions? A: LGCI - Process a Credit Adjustment under Service Tab. Use "Waive Premium Edition Fee" reason code. LGHM - Process a Non-cash Adjustment. Use "PREMIUM" reason code. Q: How do I document complaints on Premium Editions? A: LGCI - Enter a “Product Change Inquiry” informational message with the member’s comment. LGHM - Enter a General Note with customer's feedback. Q: GCI Specific - A customer's account on an annual subscription is on arrears due to Premium Editions billed. What should I do? (may also be applicable to quarterly and bi-annual subscribers) A: Acknowledge the customer's concern over the negative balance and explain that Premium Editions are currently not included in the base pricing of their subscription thus shortening the length of their subscription upon being billed. To permanently resolve, offer to switch the customer to EZ Pay. If they refuse, advise to wait for the bill to arrive before making a payment to renew. (Note: Paying in advance w/o waiting for the bill to arrive causes the PE charges to be moved to the next billing period placing the account on arrears.) mceclip2.png Customer: What is a premium edition? CSR: “I am really glad you called to ask that question. Our premium editions are an additional section that provides our subscribers with ad free content with in-depth news coverage, great stories and special events! In fact, the latest Premium Edition was all about . Have you seen it yet?" Customer: Why are you charging me for premium editions I did not order on my bill? CSR: “Premium editions are a part of your subscription that is charged separately. Just like our Thanksgiving Day Edition, you are receiving premium content that can be seasonal or that is dependent upon news and topics currently trending in the news.“ Customer: Your Premium Edition costs too much! CSR: "Premium content goes far beyond traditional newspaper coverage. Our reporters go deeper, photographers provide an amazing pictorial perspective, and overall, we apply a lot more time, energy, and resources to bring you vibrant special coverage. The big Thanksgiving edition- full of sales, coupons, and Black Friday shopping deals- comes to you on Thanksgiving Day. We also publish Puzzle Books, commemorative editions, and other historic events. Please give it a chance. I am confident you'll find it worth every penny." Customer: I don’t want to pay more for my subscription. Can you just not deliver? CSR: “I can understand how paying more would be a concern, but I am confident that you will enjoy our Premium Edition content! I am so confident that I will buy your next 3 months' special editions by giving you a credit on your account. You will still receive this valuable content, and this way you can see for yourself that this is something you would not want to miss.” ***explain how credit adjustments appear on their next bill, and they will still see charges on future bills but the credit will be applied now*** Customer: Why are premium Editions not a part of my monthly subscription rate? CSR: “Just like our Thanksgiving Day Edition, you are receiving premium content that can be seasonal or that is dependent upon news and topics currently trending. While you may receive up to a certain number of editions a year, much is dependent on the investing in resources to produce a high-quality product as important topics come to light. Journalism matters, and you can depend on us to deliver content you can get nowhere else.” Customer: I don’t want to pay more for my subscription. Will you please cancel my account? CSR: “It saddens me to hear that you want to cancel your subscription. I understand you have concerns about your premium editions, and I am ready and able to answer any of your questions. Can you tell me more about what you are concerned about?” Click here for Premium Edition Save Strategy.