---------- Forwarded message ----------
Date: Fri, 11 Jun 99 11:16:38 -0600
From: gdavidof@ipdlink.ipd.anl.gov
Subject: Nonarrival of Journal Issues and Claiming

     I'm sure all libraries are faced with  journal issues not arriving
     from the publisher and the ineffectualness of trying to claim them.
     (Actually, some publishers seem to be very good; others seem to be
     trying -- very trying.)  When an issue doesn't arrive, we start
     claiming it somewheres between 2 and 3 months after its nonarrival.
     We claim it through our vendor who passes the request on to the
     publisher.  The vendor doesn't know when and if the journal gets to us
     as the publisher does not inform them.  We will continue claiming for
     about 3 months, and still are often unable to get a replacement.  I'm
     trying to get some feel for the problems other libraries are having
     and the solutions other libraries have found.

     For the publishers we have problems with:  We have tried working
     through the customer service folk, but they seem only able to pass the
     request on to the shipping department. They cannot guarantee shipment.

     I refuse to accept (though my refusal in the real world bears little
     weight) the excuse that we mailed it to you and now it's your problem.
     When I send a check to a credit card company, complaints about the
     mail service don't do me any good; so, why should publishers be able
     to hide behind this excuse.

     If there is any other listserv that might be interested in this,
     please pass it on to them.  Thanks for listening.

     Gary Davidoff
     gdavidoff@anl.gov

     My thoughts and oft-voiced complaints are purely my own.