We get quite good service at least for access problems.  When you say customer service, do you mean tech support?  That is who I usually call first.  Sorry, don't have that number right here; it's on speed dial on the other 'phone.  :-)


good luck.

Rena Sheffer, M.L.S.
Electronic Resources Librarian
library, slot 586
University of Arkansas for Medical Sciences
4301 W. Markham St.
Little Rock, AR  72205

From: SERIALST: Serials in Libraries Discussion Forum [SERIALST@list.uvm.edu] on behalf of Williams, Mary [mwill108@UTHSC.EDU]
Sent: Wednesday, July 10, 2013 10:38 AM
To: SERIALST@LIST.UVM.EDU
Subject: [SERIALST] Elsevier

Has anyone developed a successful strategy for receiving help from Elsevier?

Our account rep doesn’t return calls, customer service promises to call back within a few hours and they don’t, and forget email – they’ll respond within one or two business days.

 

Meanwhile, we have no access to their Freedom Collection, for which we have paid handsomely.

 

Thoughts??

Mary

 

 

 

Mary Williams (mwill108@uthsc.edu)

Serials Librarian

Room 250

Library and Biocommunications Center

University of Tennessee Health Science Center

877 Madison Avenue, Room 250

Memphis, TN 38163

 

Phone: (901) 448-5154

FAX: (901) 448-5402

 

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