They started randomly sending us CQ Researcher in February even though we cancelled it last year.

Abbigail Stauber

Library Technician

P: 724.847.6693 - F: 724.847.6687

acgregg@geneva.edu

GENEVA COLLEGE 3200 College Ave., Beaver Falls, PA 15010

From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Marcia Thomas
Sent: Wednesday, April 29, 2015 2:24 PM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] CQ Problems?

Yes! I've experienced a number of unsatisfactory and ongoing customer service incidents. I've had no trouble getting quotes from our sales rep, but definitely problems with billing, cancellations, and other issues. No response, poor response, lack of followup. Plus, CQ and Sage seem to be operating in separate realms, even though they've merged on paper.

I don't usually complain about a company's customer service in a public form, but this really hit a nerve.

Marcia Thomas

Director of Collections

Illinois Wesleyan University

On Wed, Apr 29, 2015 at 1:02 PM, Klemundt, Mary <mklemundt@elgin.edu> wrote:

Has anyone experienced customer service problems with CQ lately? We were told last year that we would no longer be paying a separate hosting fee, but we just got billed again for that and we are having trouble getting anyone to respond to our inquiries. Just curious if others have had this experience.

Thanks for your help.

Mary Klemundt

Adjunct Technical Services Librarian

Elgin Community College

1700 Spartan Drive

Elgin, Illinois 60123

(847) 214-7339

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