Hi Cindy,
We contact whom ever is our sales rep, for that item. In our view we pay
vendors, like ebso, so much in services charges that they should take
care of technical issues, usually they are much more responsive than the
publishers anyway.

*************************************************
Zinthia Briceno
Senior Periodicals Assistant
University of Idaho Library
PO BOX 442364
Moscow ID 83844-2364
U.S.A.
Tel 208-885-6886
Fax 208-885-6817
*************************************************

Cynthia Swope wrote:
> Recently Blackwell notified me that there was " unusual spider activity"
> on one of our IPs.  Sure enough, there were firewall problems which were
> fixed in two days.
>
> Blackwell requested an e-mail response.  I replied that the situation
> was corrected on our end and asked them to confirm the IP was no longer
> blocked.  I also asked a few questions  for which my director wanted
> answers.  I got an automated response that they had received my e-mail.
> Then nothing. E-mailed again, same thing, And again. No human response.
>   Finally, I contacted my Ebsco rep, who had a "source" at Blackwell,
> and I finally got confirmation, thru Ebsco,  that the IP was no longer
> blocked.
>
> The e-mail from Blackwell's had no phone number or contact info.  I
> couldn't find any U.S. phone number for technical issues, just sales,
> which was my next step if Ebsco couldn't help me.  And as far as I know,
> I have no sales rep - in my two years here, Blackwells is the only major
> publisher I have who has never contacted me.
>
>
> What do you have to do to talk to a human about technical problems at
> Blackwell?
>
> Cindy Swope
> Himmelfarb Library
> George Washington University
> Washingto, DC
> 202-994-9756
>
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