I was hoping that the problems of a few years ago (when Blackwell and Wiley merged) wouldn't be repeated, but the Taylor & Francis situation is fast approaching those problems.

I have been contacted by several very nice people from T&F, but nothing seems to be resolved.  I have sent the same information about titles with missing issues, split volumes, etc, to at least 3 different people, and no resolution.  Yesterday we discovered a title for which we were granted full access in 2008 (Journal of Development Studies), all the way back to 1964… we no longer have that access.  I was told that even though I had an email from 2008 from a representative of T&F stating that access has been granted, this no longer qualifies as acceptable proof.

I now have a student worker going through our 86 titles, looking to see which titles are problematic - missing issues, no access, etc.

--Ken

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Ken Siegert
Acquisitions Assistant
Electronic Resources & Periodicals / U.S. Documents

Shadek-Fackenthal Library
Franklin & Marshall College
P.O. Box 3003
Lancaster, PA  17604-3003


Phone -     (717) 291-4219
Fax -     (717) 291-4160

On Jul 27, 2011, at 9:42 AM, Lisa Blackwell wrote:

Hello everyone,
This is a rant based on over 2 weeks of unending frustration. My EBSCO rep is unable to get T&F to respond to my library's non-access issues as well as to those of multiple other clients since the T&F platform was migrated. T&F is now insisting that we do NOT have a multi-site license DESPITE the fact that we never signed a single or multiple-site license to begin with and EBSCO was never told that there are now (as of platform change) apparently both single and multiple site licenses! More to the point - we are not a separate site by most definitions. Our institutional faculty and staff hold OSU appointments! They have now separated our hospital IP ranges from our main institutional affiliation (Ohio State) AND our consortial entitlements (OhioLINK). In addition, OSU & OhioLINK are now cut from our entitlements! We never had any issues on the Informa platform and in fact if I log in to that administrative account ALL of the necessary IP ranges are registered and accessible on Informa. The email address that was given in a previous post that Jennifer told us to use is not getting us anywhere. Jennifer said that our (any of us on the list) difficulties would be treated as a priority. Please explain how over 2 weeks of this with very slow responses and NO resolution constitutes a priority response?! If anyone from T&F is out there reading this I would greatly appreciate a direct response asap as this is one of the worst customer service experiences I have had with a publisher in a very long time.
Lisa

--
Lisa S. Blackwell, MLS
Serials/Research Librarian
Nationwide Children's Hospital
Medical Library ED244
700 Children's Dr.
Columbus, OH 43205
(p)614.722.3206