Re: Blackwell Jason Ford 25 Aug 2006 00:17 UTC
Thank you Julie. Resultant of your email, I am currently obtaining the information necessary to contact an EBSCO service rep from our acquisitions dept. Have you heard anything from the new "EBSCOnet" about being able to receive e mail (claims etc...) as a separate recipient apart for an organization (or as a member of one)? That is, our organization has an e mail account, but with the "old" EBSCO I myself had an account as a member of our organization and would receive important information, as well as what I had claimed the previous day, via e mail. I see no option to do this with the new site and have e mailed them but have received no response. Any input you or anyone else could give me would be helpful. Thanks! :) -----Original Message----- From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@LIST.UVM.EDU]On Behalf Of Stokes, Judith Sent: Thursday, August 24, 2006 4:17 AM To: SERIALST@LIST.UVM.EDU Subject: Re: [SERIALST] Blackwell I too, go through Ebsco to get service from Blackwell. For one thing, as you noted in the phone numbers, their 800 number is only for orders. We have to pay to phone about service. And for another, they always require proof of payment, anyway. As for claim responses, in my experience, when I let a claim go through the regular process for the 1st, 2nd, 3rd claim, it usually gets filled, but after the 3rd claim, more follow-up claims don't help at all. But instead of calling the publishers, I e-mail my service rep at Ebsco, and she calls the publishers and e-mails or calls me back with the answers. Judith Stokes, Serials Librarian James P. Adams Library Rhode Island College Providence, RI 02908-1991 (401)456-8165 JStokes@RIC.edu -----Original Message----- From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Jason Ford Sent: Wednesday, August 23, 2006 8:00 PM To: SERIALST@LIST.UVM.EDU Subject: Re: [SERIALST] Blackwell In most respects, I agree with Zinthia, however, there have been several occasions when EBSCO never got back to me with an official answer regarding my claims, resulting in my having to send follow-up after follow-up claim. It was only after calling the publishers myself that I was able to determine the answer to my questions. Normally, I would say that, yes, we pay EBSCO enough for them to be expected to handle these kinds of problems. But realistically, we can't always find all the answers to all our questions, and the record can't wait too long to be updated (perhaps it's just me, but I can't stand that lone title hanging out on the record, unresolved, for months). Have you tried any of this information in your search? Malden office: Blackwell Publishing Inc. Commerce Place, 350 Main Street, Malden, MA02148, USA Tel: +1 781 388 8200 Fax: +1 781 388 8210 Ames office: Blackwell Publishing Professional 2121 State Ave., Ames, IA 50014-8300, USA Tel: +1 515 292 0140 Fax: +1 515 292 3348 Order: 1 800 862 6657 -----Original Message----- From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@LIST.UVM.EDU]On Behalf Of Cynthia Swope Sent: Wednesday, August 23, 2006 11:03 AM To: SERIALST@LIST.UVM.EDU Subject: [SERIALST] Blackwell Recently Blackwell notified me that there was " unusual spider activity" on one of our IPs. Sure enough, there were firewall problems which were fixed in two days. Blackwell requested an e-mail response. I replied that the situation was corrected on our end and asked them to confirm the IP was no longer blocked. I also asked a few questions for which my director wanted answers. I got an automated response that they had received my e-mail. Then nothing. E-mailed again, same thing, And again. No human response. Finally, I contacted my Ebsco rep, who had a "source" at Blackwell, and I finally got confirmation, thru Ebsco, that the IP was no longer blocked. The e-mail from Blackwell's had no phone number or contact info. I couldn't find any U.S. phone number for technical issues, just sales, which was my next step if Ebsco couldn't help me. And as far as I know, I have no sales rep - in my two years here, Blackwells is the only major publisher I have who has never contacted me. What do you have to do to talk to a human about technical problems at Blackwell? Cindy Swope Himmelfarb Library George Washington University Washingto, DC 202-994-9756