Dear Amel, When you say you offered a three month grace period, are you saying the first 2005 issues were accessible even though they did not have a subscribed indicator in front of them ? If they did not show the yellow S, I assumed we would not be able to download the PDF (I'm not sure what our patrons thought). Like many customers, our library has had a difficult time getting our 2005 access updated. We have enlisted the aid of publishers as well as our subscription agent to get these updated. As a library, we will eventually get the content we paid for, but our students whose needs are determined within the time constraints of a semester were out of luck for the Spring Semester of 2005 if they wanted a current issue. This is a particular hardship for a title which may be online access only. Hopefully, the delay in subscription updates was in part a result of your merge and not something that we can expect with future subscription periods. (Like other listserv participants, we are having problems with Behaviour which may be publisher related) I also hope we will still receive timely service whether we subscribe to the Premium service or not. At 10:00 AM 5/3/2005, you wrote: >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"
