One strategy I’ve developed that sometimes works for getting swift action is to send a strong message to the person who is farthest up the chain (editor perhaps) and/or to customer service.  Write about how displeased you are with the service, how you are considering cancelling even though you’ve been a customer for years and how you will be sure to spread the word about their dissatisfactory service to your institution.  I’ve had about a 90% success rate with my “polite but disgruntled” communication.  Another thing to do is try contacting anyone you can find on their site or in your contact list for Elsevier.  Even if they aren’t directly connected with the issue, they may be able to bring it to the attention of whomever is or advocate for you.

 

 

Abbigail Gregg

Library Technician

Geneva College - McCartney Library

acgregg@geneva.edu 

724-847-6693

 

 

 

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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