This archive report was first published on 3 July 2020.
Since 2015, readers have been expressing frustration with the Nation ePaper's digital platform, citing issues with accessibility, navigation, and customer service.
Complaints have ranged from difficulties in signing in and accessing the ePaper to blurred and unreadable pages, and poor service from the customer care team.
One reader, Nick Mwenda, complained in 2015 that he was notified that another device had logged in using the same credential, and that the customer care numbers provided were never picked up.
Another reader, Alex Mumo Muia, complained in 2016 that he could not download the day's newspaper and was left with no official communication from the Nation.
Joseph Wanjohi wrote to the Nation in 2017 about difficulty in buying the ePaper, and was told by a customer care representative that it could only be purchased through a computer and not mobile phone.
Evans Magero complained in 2018 about blurred and unreadable epapers, and was left with no resolution or contact from the support team.
Joseph Langat complained in 2019 about the readability of the ePaper, and was left with no response from the Nation.
Anthony Chege Mburu complained in 2020 about poor service, including long loading times and a lack of response from the Nation on Twitter.
Clearly, the ePaper Team must improve to retain subscribers and achieve reader confidence and relationships.
The Public Editor is an independent news ombudsman who handles readers' complaints on editorial matters, including accuracy and journalistic standards. Call or text 0721989264 or email.
