Carly,

We have had some issues but probably because we are part of a consortial subscription.  We have received invoices for titles we don't have and sometimes invoices in advance of the renewals being completed by the consortium administrator. Last year, we went with Ebsco to handle the billing for our Wiley subscription and that helps--you have a rep who can contact Wiley and keep on top of questions and issues.  It's worth it to pay the fee that Ebsco charges as it cuts down on the time I have to spend on the phone and such.

Dena Luce, M.L.S.

Extended Services Librarian
Faulkner University--Nichols Library
5345 Atlanta Hwy.
Montgomery, AL 36109
334-386-7482 (ph.)
334-386-7481 (fax)

-----Original Message-----
From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@list.uvm.edu] On Behalf Of Carly Bachman
Sent: Wednesday, December 10, 2008 8:59 AM
To: SERIALST@LIST.UVM.EDU
Subject: [SERIALST] Wiley-Blackwell Subscriptions - Customer Service Problems Anyone?

Hello all,

I am wondering if anyone has had serious customer service issues with Wiley and if/how you successfully resolved the problem(s)...

Months ago we started trying to contact Wiley in order to try and receive price quotes for our Blackwell subscriptions that were being transferred. We were told that regular renewal invoices would be sent out shortly.  We have never received anything and our subscriptions are set to expire at the end of the year.  When I finally called them directly in October, we were told that the customer agent assigned to our account was no longer in the subscriptions dept. and they would forward my information to someone else.  This person never contacted me, so eventually I made contact with him after multiple email and phone call attempts.

At this point I actually became briefly optimistic because this person seemed responsive to our request for price quotes and questions regarding the new pricing models.  He asked us for some further information about our Library's users and IP addresses, which I sent off the same day.  That was a month ago.  Unfortunately, I have not heard back from him since then.  I have written multiple emails.  I have called.  Yesterday our chief librarian sent an email to someone else she hopes might be in charge of marketing or general services, but we are beginning to lose all hope that they have any intention of responding to us.

Has anyone else had anything like this happen?  Any advice for someone pretty new to this?  I am completely at a loss and am not sure what to do....switch all the subscriptions to someone like Swets?  This unfortunately might cost much more than staying with Wiley.

Thank you for any and all advice you can offer us.

Cheers,

Carly Bachman
ECLAC Library
United Nations
Santiago, Chile

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