**Apologies for duplicate messages**
Hi,
We have had a very difficult renewal experience with Wiley this
year. We began discussions with them in late September and have been in
communication with 4 different people, at different management levels in the
company, but we still don’t have an invoice. They don’t
return phone calls or respond to emails; their unresponsiveness and poor
customer service is really unacceptable. What’s even more
frustrating is they are quick to turn off access early in the new year, even
though they are responsible for any delay in billing and payment. We had
similar problems last year with our renewal but were told they were due to the
Wiley-Blackwell merger. So what’s the problem for 2010? Are
others experiencing the same issues; is this a company wide problem?
Thank you in advance.
Jessica Brangiel
Electronic Resources Librarian
Manager, Interlibrary Loan
215-503-5203 (p)
215-503-4793(f)