It should also be noted that Ingenta customer service representatives no longer take phone calls from ordinary customers. In order to get an answer by phone customers have to pay an additional fee for Ingenta's "premium" service. While it seems like Ingenta is ALWAYS experiencing a high volume of customer service problems, what concerns me is when problems go on for a significant period of time. I have two journals, Learning & Behavior and Memory & Cognition, that I contacted Ingenta about two weeks ago. Last week the publisher got involved, but the publisher isn't having any more luck getting an answer than we are. I can understand that if we say we have an active subscription to a journal there will be a delay while Ingenta confirms this with the publisher. Once publisher confirmation has been received, how long is a reasonable time to wait? It's more than a little unfair to blame publishers when the real problem is that Ingenta's staff are overwhelmed with requests. --On Tuesday, May 03, 2005 5:00 PM +0100 Amel Abourachid <amel.abourachid@INGENTA.COM> 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" Christopher Allen Waldrop Serials Coordinator Order Services Department Vanderbilt University Library Ph: 615-343-3831 Fax: 615-343-8834
