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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