Dear Daniel,
We are currently experiencing a particularly high volume of emails to our
customer service department. Most of the queries we are dealing with are
related to access that has not renewed because the three month grace period
has expired and we have not received complete subscription renewal
information from several publishers. We are working with these
publishers to expedite receipt of the correct information, and are also
increasing the number of staff available to handle customer queries. We
appreciate your patience during this busy time while we address our backlog
and resume our normal levels of good quality, timely service.
In the meantime, I have updated your access to Behaviour for 2005.
This will be visible online within the next 24 hours.
I believe that Rena's access issues have also been resolved now.
As you are aware managing subscription data is often complicated and time
consuming. We are continually working on ways to ease this process and
make it clearer and simpler for all concerned.
Please do feel free to contact me if you require urgent assistance.
Regards
Amel
_______________________________________________________
AMEL ABOURACHID
Library Business Manager
Ingenta PLC
Unit 1 Riverside Court, Bath, BA2 3DZ, UK
T +44 1225 361113
F +44 1225 361155
E amel.abourachid@ingenta.com
www.ingenta.com
Ingenta: Technology + Services for the Publishing and Information
Industries.
_________________________________________________________
-----Original Message-----
From: SERIALST: Serials in Libraries Discussion Forum
[mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Daniel Jones
Sent: Tuesday, May 03, 2005 8:35 AM
To: SERIALST@LIST.UVM.EDU
Subject: Re: [SERIALST] Ingenta problems
We are also having problems with one title: BEHAVIOUR. In general, access
is VERY SLOW, but we can eventually access content through 2004. However,
when we try to access the 2005 content, we only get an abstract and then a
price to purchase the article. We have been emailing our agent who has been
in contact with the publisher. They have provided proof of payment several
times. What is not clear is if or how the publisher and Ingenta are
communicating. Our agent has told us several times that access has been
restored, but each time I check we are prompted to pay to access 2005
content.
If Ingenta is monitoring this list, it would be wise of them to explain what
is happening and to grovel for understanding while they figure out what is
their problem.
If the publishers are monitoring this list, it would be wise of them to put
some pressure on Ingenta, because this makes their journals a number one
target on my list of cancellations in 2006.
=======================
Daniel H. Jones, M.L.S.
Librarian
Preston G. Northrup Memorial Library
Southwest Foundation for Biomedical Research
Shipping address:
7620 NW Loop 410
San Antonio, TX 78227-5301
Mailing address:
P.O. Box 760549
San Antonio, TX 78245-0549
Tel: 210-258-9426
Fax: 210-670-3313
Email: djones@sfbr.org
=======================
-----Original Message-----
From: SERIALST: Serials in Libraries Discussion Forum
[mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Susan Andrews
Sent: Monday, May 02, 2005 3:20 PM
To: SERIALST@LIST.UVM.EDU
Subject: Re: [SERIALST] Ingenta problems
I don't have a solution, but I can tell you that we are having a similar
problem (if that makes you feel any better?).
If you come up with a solution, please let the rest of us know.
Thanks and good luck,
Susan Andrews
At 02:38 PM 5/2/2005 -0500, you wrote:
>Hello,
>
>Is anyone else having trouble accessing full text of journals via
>Ingenta? I checked regularly as they were moving from their Select
>platform to the new Connect platform, and all was fine--until about two
>weeks ago. Now we can only get as far as article abstracts.
> The biggest problem is that we can't reach anyone at Ingenta via
>either telephone or email. Any suggestions? (Yes, our subscriptions
>are marked as activated on the administrator's page.)
>
>Thanks,
>Rena
>Rena Sheffer, M.L.S.
>Electronic Journals Coordinator
>University of Arkansas for Medical Sciences
>Library slot 586
>4301 West Markham Street
>Little Rock, AR 72205
>phone: 501-686-6747 fax: 501-686-6745
>shefferrenaa@uams.edu
Susan Andrews
Head, Serials Librarian
Texas A&M University-Commerce
P.O. Box 3011
Commerce, TX 75429-3011
Susan_Andrews@tamu-commerce.edu
(903)886-5733
"Your Success Is Our Business"
