Carly,

We have had almost the exact experience that you have had. However, we do have a
subscription agent, and they obtained pricing for us about a month ago. Then, 2
weeks ago, a Wiley account rep contacted me wanting information about our users and
locations, after which she was supposed to respond within the next 2 days to give me
pricing. She stated that our subscription agent did not talk to her, so they could
not have gotten correct pricing. So far, I have not heard from her. I paid for our
subscriptions through our agent, and in fact we added a title, which we can now
access. So, someone took our money and turned on our access.

I wonder if the person I talked to 2 weeks ago is still our account rep. She told me
that she was only temporarily handling our account. I think that is the problem. Our
account has been handed off too many times. I think it may be because we are a small
library and don't have many Wiley or Blackwell subscriptions.

Maybe someone from Wiley will respond on the listserve. I know they subscribe.

Sally Krash
Electronic Resources Librarian
Southwest Research Institute
210.522.3097
skrash@swri.org

-----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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