Jessica,
We are in a consortium and we share your pain. Blackwell-Wiley
never sent us an invoice for 2009 and then cut off the service. It took
months of back and forth with different reps to get it renewed/restored. Now we
only get intermittent access to the full text and no response from the
rep or the tech dept as to why. Attempts to work with their Tech Dept to
resolve display and access issues with our link resolver, also did not get a satisfactory
resolution.
Glenda Alvin
Assistant Director for Collection Management
Associate Professor
Brown-Daniel Library
Tennessee State University
3500 John A. Merritt Blvd
Nashville, TN 37209
615-963-5230 (Office)
615-963-1368 (Fax)
From: SERIALST: Serials
in Libraries Discussion Forum [mailto:SERIALST@list.uvm.edu] On Behalf Of Jessica
Brangiel
Sent: Wednesday, December 16, 2009 1:11 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
215-503-5203
(p)
215-503-4793(f)