Well, I was able to locate the name of someone at our local newspaper, something that the customer service unit was not willing or able to provide. I sent him a polite e-mail describing what had occurred, and copied his boss. He called back within fifteen minutes of my note, talked rationally with me (speaking negatively about their customer service vendor, which amused me somewhat) and I agreed to continue my subscription after he offered to have someone come to the house with the missing material from yesterday's paper.
He even agreed to contact my wife about the problems that her office has been having with the same organization. Not bad.
So, in the end, if we can complain about bad service, we should take equal effort to celebrate good service. I hope I've done that successfully here!