I have had excellent service from Ebsco for 20 years because whenever I have had a problem, I have always pushed it up the line. If you don’t know your agent’s supervisor, or your customer service rep’s supervisor, just go to the Ebsco.com “contact us” page. They will find the right person to oversee your service. I also always e-mail, so if I get a wrong answer from an agent I forward the thread.

I must say, however, I think another reason I get excellent service is because I also send praise to supervisors now and then and copy the agent.  

Good luck!

Judith Stokes

Judith E. Stokes, Associate Professor

Electronic Resources Librarian

Rhode Island College, AL203

600 Mount Pleasant Avenue

Providence, RI 02908

401.456.8165

In my experience, customer service very much depends on who you get.  My agent right now is great.  She always knows what’s going on and I don’t have to harass her for news of claims and issues.  However, the agent before her was very bad.  I was basically having to contact publishers myself because our claims would languish.

Abbigail Stauber

acgregg@geneva.edu

McCartney Library – Geneva College

3200 College Ave, Beaver Falls, PA 15010

Phone: 724-847-6693

Fax: 724-847-6687

Hello,

Does anyone with a huge collection of subscriptions (10,000 or more) prefer WT Cox or another subscription agent to EBSCO? Has anyone found EBSCO to have lacked in customer service since their move to Alabama from the representatives in Chicago? Has anyone ever made a switch of a large collection of subscriptions from one vendor to another?

Any help appreciated. 

You can email me off the list.

Thanks, Robin

Robin Hofstetter

Serials Acquisitions Librarian

Public Library of Cincinnati & Hamilton County

513-369-6923

robin.hofstetter@cincinnatilibrary.org

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