In an April 3 editorial, we addressed issues our readers experienced with mail delivery of the Local’s print edition. We are happy to report we’ve made progress in addressing these problems and preventing them from happening in the future.

Three business days after the editorial was published, I received a phone call from Donna Graham, a post office customer service specialist in Philadelphia, who launched an investigation to determine what was happening with our deliveries. This was the first time in my six-plus-year tenure at the paper that someone from the post office reached out to us to solve a problem, so I was encouraged. 

By the end of the day, I received a follow-up call. Graham examined all aspects of our newspaper’s process through the post office from drop-off and processing at the main entry facility to the transportation and receipt of papers at the local post offices. She implemented a plan to spot-check the Local’s delivery to identify and solve any problems going forward. 

The response we received from post office representatives to address our recent issues is a vast improvement from what we experienced in the past. We are grateful for their quick reply, are encouraged by the problem-solving procedure they established, and feel we now have an effective advocate to troubleshoot any future delivery issues.

Meanwhile, prior to the Local’s March delivery debacle, the Chestnut Hill Community Association arranged a meeting with Kathryn McKenzie Zeigler, a constituent affairs specialist from U.S. Rep. Dwight Evans’ office, to discuss a variety of postal issues affecting the community. Representatives from the Local were invited to attend the April 11 meeting, which included Chestnut Hill Community Association President Laura Lucas, CHCA Executive Director Anne McNiff, and Chestnut Hill Business District Executive Director Courtney O’Neill.

The group discussed the inconsistent operating hours of the post office at 8227 Germantown Ave., and at Market Square, where issues ranged from accessibility and landscaping to customer service and closures during posted business hours.

At this meeting, the Local learned that the congressman’s staff played a behind-the-scenes role, which served as a catalyst for the response we received from the Philadelphia post office.

We also learned that Evans (D., Pa.) and other members of Congress will go to bat for you if you have an issue with federal agencies, but you need to let them know about it.

Evans said, “If neighbors or businesses in Chestnut Hill or anywhere in the 3rd Congressional District are having problems with the Postal Service, I urge you to contact my office. We work to help constituents receive the service they deserve and to hold USPS accountable. For example, we were able to get the Postal Service to issue a partial refund of over $900 to the Chestnut Hill Local for newspapers that were misdelivered or undelivered.”

Evans said residents can call his office at 215-276-0340 or fill out the necessary federal privacy release form online at evans.house.gov (click “Services,” then “Help with a Federal Agency”).

While this recent situation has been resolved, it doesn’t mean we won’t have occasional delivery problems. Since our major delivery troubles in March, we continue to get scattered reports of missing papers — including from our City Councilperson’s office and our State Senate representative — so please continue to make us aware of your delivery issues.

Leisha Shaffer

Subscriptions and Marketing Manager