Only thing that ever worked for me was calling the last salesperson I had heard from. The fellow who wanted me to buy e-books really cared that my journals were down. On the other hand, the sales staff turns over so fast s/he is often gone without a trace by the time I call.

Good luck,

Judith Stokes

You could go to the Account Rep’s supervisor.  Try working up the chain of authority until you get help.

Has anyone developed a successful strategy for receiving help from Elsevier?

Our account rep doesn’t return calls, customer service promises to call back within a few hours and they don’t, and forget email – they’ll respond within one or two business days.

Meanwhile, we have no access to their Freedom Collection, for which we have paid handsomely.

Thoughts??

Mary

Mary Williams (mwill108@uthsc.edu)

Serials Librarian

Room 250

Library and Biocommunications Center

University of Tennessee Health Science Center

877 Madison Avenue, Room 250

Memphis, TN 38163

Phone: (901) 448-5154

FAX: (901) 448-5402

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