-------- Original Message --------
     Subject: Re: Subscription Services
        Date: Fri, 9 Feb 2001 08:36:24 -0600
        From: "Connie C. Craig" <cccraig@MTSU.EDU>
Organization: Center for Popular Music

    The vendor question continues to be one with which we are all
concerned.  Our current agency is W.T. Cox.  We have been with them
since 1997 . At the very beginning, our service with them was
outstanding!!  Our rep actually made several visits to us and was
terrific with our change over from Faxon.  The "human" contact with real
people was new for us, since our previous vendor, Faxon, provided no
"human" contact.  Customer service was high among our reasons for
changing to Cox.   However, during the past year, we have experienced
several glitches with our orders and billing due to some major computer
and e-mail changes.
    Just this week, however, I received a call from the director of
Customer Service expressing concerns about our reduction in the high
level of customer service we had been receiving.  I was told that even
Mr. Cox, himself, the CEO, has made himself available for calls from
clients.  That's the human touch for which I am willing to "ride out "
the rough times !  The company seems to be making efforts to correct the
computer and e-mail problems as soon as possible.  We are a small but
very unique library dealing with only music related titles, many of
which don't like dealing with corporate America.  We have had excellent
work from Cox, and as for our library, we are willing to hang on until
they are able to return to the company I would rate a 5!!!!

--
Connie  C. Craig
Serials Manager
Center for Popular Music
Box 41
Middle Tennessee State University
Murfreesboro, TN  37132
Phone: 615 898-2755
Fax:   615 898-5819
E-mail :   cccraig@mtsu.edu
http://popmusic.mtsu.edu