We have been with Ebsco for more than 10 years now and our rep. from Ebsco is Susan Locke who is really wonderful. Never delayed to get the answers back to us. And their sales rep. Susan O’Leary is also responsible, too.
Tian Zhang
Serials Department
St. John's University Library
8000 Utopia Parkway
Queens, NY 11439
Tel. 718 990-5082
Fax. 718 990-5938
Email: zhangt@stjohns.edu
From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@list.uvm.edu] On Behalf Of Judith Koveleskie
Sent: Thursday, April 10, 2014 9:40 AM
To: SERIALST@LIST.UVM.EDU
Subject: Re: [SERIALST] EBSCO customer service
This was my experience too. It all depends on your rep. I believe that mine is the same as Robin's. I refer to her as "Wonder Women." She is a gem.
Judith A. Koveleskie, MLIS, MA
Periodicals Librarian
Seton Hill University
Reeves Memorial Library
1 Seton Hill Drive
Greensburg, PA 15601-1548
kovelesk@setonhill.edu
724-838-7828
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On Thu, Apr 10, 2014 at 9:03 AM, Bartl, Susan <unlsdb@buffalo.edu> wrote:
Sue and others, EBSCO Information Services headquarters has indeed been in Birmingham, but they used to have a regional office model of service. The regional offices handled orders, claims, renewals and other functions for customers in their region. Over the past 5 years or so regional offices were reduced in number and many functions (such as orders) were centralized in Birmingham. In my library’s case, the regional office we worked with was consolidated with another and our account services representative eventually left because of the long commute. The person who took over our account was good, but service was not the same. I suspect that is what Robin has experienced.
Luckily for us, EBSCO came to an arrangement with our previous customer service contact to return to the company and we have been very happy (for the most part except when you have to follow some “corporate” workflow that isn’t what you used to have at your regional office) because she is the best!
Susan
Susan Davis
Acquisitions Librarian for Continuing Resources
University at Buffalo (SUNY)
134 Lockwood Library
Buffalo, NY 14260-2210
716-645-5955 fax
http://libweb.lib.buffalo.edu/staff/index.asp?ID=124
From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@list.uvm.edu] On Behalf Of Gue, Susan
Sent: Wednesday, April 09, 2014 5:20 PM
To: SERIALST@LIST.UVM.EDU
Subject: Re: [SERIALST] EBSCO customer service
Are you sure you’re thinking of EBSCO? They were founded in and have always been based in Birmingham, Alabama.
I’ve been working with EBSCO since 1993 in three different library systems (public and academic) and have always had great customer service.
Just my two cents. :)
Susan
Susan Kellett Gue
Sr. Library Specialist
Electronic & Continuing Resources
RW Woodruff Library/Emory University
404-727-6882 (fax)
From: <Hofstetter>, Robin <Robin.Hofstetter@CINCINNATILIBRARY.ORG>
Reply-To: "SERIALST: Serials in Discussion" <SERIALST@LIST.UVM.EDU>
Date: Wednesday, April 9, 2014 at 4:47 PM
To: "SERIALST: Serials in Discussion" <SERIALST@LIST.UVM.EDU>
Subject: [SERIALST] EBSCO customer service
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
robin.hofstetter@cincinnatilibrary.org
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