***You
said, in part:
We
have had a very difficult renewal experience with Wiley this year. We
began discussions with them in late September and have been in communication
with 4 different people, at different management levels in the company, but we
still don’t have an invoice. They don’t return phone calls or
respond to emails; their unresponsiveness and poor customer service is really
unacceptable.
***IME,
this appears to be SOP for them, for any sort of issue.
***As
far as renewals go, though, we experience an entirely different scenario in
that they invoice us repeatedly, and we need to be very careful not to pay the
same thing twice, or pay for something we no longer receive. This is not
a company I want to have to try to get a refund or a credit from.
***I
really have no idea what the problem is, but it seems to be spread throughout
the organization, and no one seems to know what the others know, or have access
to it.
***The
example I recall best is calling to ask about whether a title that was
previously included in a package was still included. We were being
invoiced for it at approximately the same cost, but the one title wasn’t
listed on the package. Information from other sources indicated it still
was, but I wanted to hear it from Wiley. I called several times &
left messages, with no return calls. I began to call every day.
After a few days, I got someone who seemed to be very nice; however she did not
have access to the information I needed. She spent some time looking up
various things where she thought it would be; she said she did not have access
to the same info I did; she asked me to fax her the info I had gotten, which I
did and finally she said she was contacting someone else for the information (a
different department) and would get back to me later that day. A couple
of weeks later, I started all over again with a new person.
Jeanette L. Skwor
Serials Dept., Cofrin Library
University of Wisconsin - Green Bay
2420 Nicolet Drive
Green Bay, WI 54311-7001
From: SERIALST: Serials
in Libraries Discussion Forum [mailto:SERIALST@list.uvm.edu] On Behalf Of Jessica
Brangiel
Sent: Wednesday, December 16, 2009 1:11 PM
To: SERIALST@LIST.UVM.EDU
Subject: [SERIALST] Wiley journal renewal
**Apologies
for duplicate messages**
Hi,
We have had a very
difficult renewal experience with Wiley this year. We began discussions
with them in late September and have been in communication with 4 different
people, at different management levels in the company, but we still don’t
have an invoice. They don’t return phone calls or respond to
emails; their unresponsiveness and poor customer service is really unacceptable.
What’s even more frustrating is they are quick to turn off access early
in the new year, even though they are responsible for any delay in billing and
payment. We had similar problems last year with our renewal but were told
they were due to the Wiley-Blackwell merger. So what’s the problem
for 2010? Are others experiencing the same issues; is this a company wide
problem?
Thank you in advance.
Jessica Brangiel
Electronic Resources
Librarian
Manager, Interlibrary Loan
215-503-5203
(p)
215-503-4793(f)