Re: Wiley journal renewal Dietsch.Barbara@EPA.GOV 17 Dec 2009 14:19 UTC
Good morning, We have had terrific experiences with our Wiley account representative. He is in charge of government accounts. This might explain the difference in customer service. He's very quick to respond to my queries and is extremely courteous. Last year was a bit of a pain though because of the Blackwell-Wiley merger. Barb barb dietsch | serials coordinator epa library | unc contract staff 109 alexander drive | mail code c267-01 research triangle park, nc 27711 phone: 919.541.0726 fax: 919.541.1405 dietsch.barbara@epa.gov ><(((º>.··..··..··..··.<º)))>< |------------> | From: | |------------> >----------------------------------------------------------------------------------------------------------------------------------| |Jessica Brangiel <Jessica.brangiel@JEFFERSON.EDU> | >----------------------------------------------------------------------------------------------------------------------------------| |------------> | To: | |------------> >----------------------------------------------------------------------------------------------------------------------------------| |SERIALST@LIST.UVM.EDU | >----------------------------------------------------------------------------------------------------------------------------------| |------------> | Date: | |------------> >----------------------------------------------------------------------------------------------------------------------------------| |12/16/2009 02:49 PM | >----------------------------------------------------------------------------------------------------------------------------------| |------------> | 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 Thomas Jefferson University Scott Memorial Library 1020 Walnut Street, Room 201 Philadelphia, PA 19107 215-503-5203 (p) 215-503-4793(f)