If you have a big expensive package through a consortial deal, I would ask the consortium staff to contact the vendor, after direct attempts have failed.

 

Sales reps turn over a lot at vendors (which is unfortunate because a lot of them are quite nice and competent).  The consortium folks may have contacts higher in the food chain where there is less turnover. Especially since a consortial deal is a large-ticket item and higher-ups at the vendor probably had a hand in there somewhere. They certainly have an interest in keeping the big deals intact.

 

Diane Westerfield, Electronic Resources & Serials Librarian

Tutt Library, Colorado College

diane.westerfield@coloradocollege.edu

(719) 389-6661

(719) 389-6082 (fax)

 

 

 

 

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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