I don’t deal
with billing, but I’ve had major issues with their tech support – we lost
months of access on a few of their e-journals. So it’s not just one department
that has given incredibly substandard customer service... it’s systemic.
Wiley’s on my
naughty list!
Melissa Platkowski
Electronic Resources Librarian
David A. Cofrin Library
University of Wisconsin-Green Bay
2420 Nicolet Dr.
Green Bay, WI 54311-7001
P: (920) 465-2764
F: (920) 465-2136
platkowm@uwgb.edu
From: SERIALST: Serials
in Libraries Discussion Forum [mailto:SERIALST@list.uvm.edu] On Behalf Of Howlett,
Lee Ann
Sent: Wednesday, December 16, 2009 2:00 PM
To: SERIALST@LIST.UVM.EDU
Subject: Re: [SERIALST] Wiley journal renewal
We've been having the same problems with Wiley, Jessica.
We're
part of a state-wide consortium with Wiley and
our
(state) rep. has experienced these problems.
Several
conference calls between our rep. and Wiley
has
gotten us nowhere.
Lee
Ann
____________________________________
Lee Ann Howlett, MA, AHIP
Head, Serials Dept.
Shimberg Health Sciences Library
University of South Florida
12901 Bruce B. Downs Blvd., MDC 31
Tampa, FL 33612
(813) 974-9080
Fax (813) 974-4930
From: SERIALST: Serials in Libraries Discussion
Forum [SERIALST@list.uvm.edu] On Behalf Of Jessica Brangiel
[Jessica.brangiel@JEFFERSON.EDU]
Sent: Wednesday, December 16, 2009 2:11 PM
To: SERIALST@LIST.UVM.EDU
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)