Or you can bombard before you get that contact. 

 

Email everyone on their website; tell them you hope they can help you because you have called/emailed blanblahblah with no results. 

 

Save that auto-response that sez you will hear back within 24 hours and send it back in 24 hours saying I haven’t heard (you will probably have to re-type in the address). 

 

Call everyone whose phone no. you can find.  Express melodramatic gratitude when someone actually answers and tell them your tale of woe.

 

Start on http://www.us.elsevierhealth.com/article.jsp?pageid=382

 

The sales rep is a good suggestion; include them on the above.  They want to keep your business.

 

And good luck!

 

Sincerely,

 

Jeanette Skwor

Cofrin Library, Serials Dept.

(920) 465-2670

 

From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@list.uvm.edu] On Behalf Of Jeremy Seiferth
Sent: Wednesday, July 10, 2013 11:19 AM
To: SERIALST@LIST.UVM.EDU
Subject: Re: [SERIALST] Elsevier

 

I echo Jennifer's advice. But add that once you get that contact bombard them with emails/phone messages. We had the same problem when we initially subscribed to the Freedom Collection, so I suppose its some short of rite of passage.

On Jul 10, 2013 10:15 AM, "Huffman, Jennifer" <Jennifer.Huffman@uwsp.edu> wrote:

You could go to the Account Rep’s supervisor.  Try working up the chain of authority until you get help.

 

From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@list.uvm.edu] On Behalf Of Williams, Mary
Sent: Wednesday, July 10, 2013 10:38 AM
To: SERIALST@LIST.UVM.EDU
Subject: [SERIALST] Elsevier

 

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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* For additional information, see SERIALST Scope, Purpose and Usage Guidelines.
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