Here's something we all might want to bear in mind when having this kind of conversation in a public forum: the people at Elsevier are not stupid, and they monitor SERIALST (also LIBLICENSE, COLLDV-L, ACQNET, etc.).

This fact cuts in two directions: first of all, it means that if you're having trouble getting responsive service from Elsevier, one very effective strategy is to say so on SERIALST. Sending the message "Can anyone help me figure out how to get Elsevier to return my calls?" will usually result in Elsevier suddenly returning your calls. The same goes for most other publishers.

Here's the other direction in which this fact cuts, though: if you have a tricky strategy for getting Elsevier to return your calls (like telling a VP that you're about to cancel when in fact you are going to do no such thing), spreading the word about that tricky strategy on SERIALST will tend to undermine the strategy's effectiveness in the future.

So, just something for us all to think about. Remember that this is a public forum, and caveat scriptor.

---
Rick Anderson
Interim Dean, J. Willard Marriott Library
University of Utah
Desk: (801) 587-9989
Cell: (801) 721-1687
rick.anderson@utah.edu

From: Abbigail C Gregg <acgregg@GENEVA.EDU>
Reply-To: "SERIALST: Serials in Libraries Discussion Forum" <SERIALST@list.uvm.edu>
Date: Wednesday, July 10, 2013 11:53 AM
To: "SERIALST@LIST.UVM.EDU" <SERIALST@LIST.UVM.EDU>
Subject: Re: [SERIALST] Elsevier

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

 

 

From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@list.uvm.edu] On Behalf Of Williams, Mary
Sent: Wednesday, July 10, 2013 11:38 AM
To: SERIALST@LIST.UVM.EDU
Subject: [SERIALST] Elsevier

 

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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* You are subscribed to the SERIALST listserv (Serials in Libraries discussion forum)
* Have questions or need help? Contact: SERIALST-REQUEST@LIST.UVM.EDU
* For additional information, see SERIALST Scope, Purpose and Usage Guidelines.
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***********************************************
* You are subscribed to the SERIALST listserv (Serials in Libraries discussion forum)
* Have questions or need help? Contact: SERIALST-REQUEST@LIST.UVM.EDU
* For additional information, see SERIALST Scope, Purpose and Usage Guidelines.
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