From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Remy, Charlie
Sent: Thursday, April 30, 2015 2:59 PM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] CQ Problems?

On Apr 30, 2015, at 2:46 PM, Linda Wobbe <lwobbe@STMARYS-CA.EDU> wrote:

 

Hi Camille,

Thanks for letting us all know the steps being taken to rectify the response time.  I'm sure the merger has caused complications. 

Could you also let us know your response to this suggestion from Jill Emery?  I agree with her suggestion.
"Quite frankly, Sage/CQ Press should join all the other major academic publishers and only charge hosting/platform fees if an institution is not buying current content from them. "

I also want to echo some of the other comments about the customer support team.  SAGE/CQ's new customer support team in my region has been more responsive since the merger.  I'm sure we are all hoping for similar improvements for back-end services. 

...Linda

 

On Thu, Apr 30, 2015 at 8:30 AM, Gamboa, Camille <camille.gamboa@sagepub.com> wrote:

 

Dear Colleagues,

 

We apologize for any hosting fee billing errors that have occurred and appreciate your patience as we work through these. Combining the SAGE and CQ systems has proven challenging, and we are working on technical improvements to avoid this situation next year.  Our account support team is working diligently to address any errors, but because of the high volume of calls they are receiving we regret that it may take a few days for us respond. We are working to bring this wait time down and very much appreciate your patience during this time.

 

Please feel free to reach out with any questions.

 

Thank you,

 

Camille Gamboa

SAGE

 

From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Jill Emery
Sent: Wednesday, April 29, 2015 5:17 PM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] CQ Problems?

 

Hi All,

 

Sage/CQ Press have been amazingly inconsistent with their message on hosting fees for some time. Starting in 2014, they were supposed to cap all hosting fees on their content at the amount of $1500. However, this apparently did not translate through all of the billing systems. Quite frankly, Sage/CQ Press should join all the other major academic publishers and only charge hosting/platform fees if an institution is not buying current content from them. 

 

In addition, the past practice of Sage/CQ Press has been to sell content as though it was a one-time cost but then add new content each year and charge an additional content fee in addition to the hosting/platform fee. This is not  one-time cost to the library market, this is a standing order and should be marketed and sold that way. 

 

When you get the opportunity to speak directly to Sage customer service representatives at library events or during service calls, advocate for the model to change. They are attentive to listening to customers needs and prefer more to have our revenue than not have it.

 

Good luck, everyone!

 

Jill Emery

Sage Library Advisory Board member

 

On Wed, Apr 29, 2015 at 1:26 PM, Harper, Cynthia <charper@vts.edu> wrote:

Is CQ a Sage title?  We’re getting duplicate copies of quite a few Sage titles, and even though I report it to EBSCO, we keep getting them. Guess they’re erring on the side of providing the journal in our case.

Cindy Harper

charper@vts.edu

 

 

SAGE - Celebrating 50 years

 

 

From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Abbigail C Gregg
Sent: Wednesday, April 29, 2015 2:38 PM

To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] CQ Problems?

 

They started randomly sending us CQ Researcher in February even though we cancelled it last year.

 

 

Abbigail Stauber

Library Technician

 

P: 724.847.6693  - F:  724.847.6687

 

acgregg@geneva.edu

GENEVA COLLEGE  3200 College Ave., Beaver Falls, PA 15010

 

 

 

From: Serials in Libraries Discussion Forum [mailto:SERIALST@LISTSERV.NASIG.ORG] On Behalf Of Marcia Thomas
Sent: Wednesday, April 29, 2015 2:24 PM
To: SERIALST@LISTSERV.NASIG.ORG
Subject: Re: [SERIALST] CQ Problems?

 

Yes!  I've experienced a number of unsatisfactory and ongoing customer service incidents.  I've had no trouble getting quotes from our sales rep, but definitely problems with billing, cancellations, and other issues.  No response, poor response, lack of followup.  Plus, CQ and Sage seem to be operating in separate realms, even though they've merged on paper.

I don't usually complain about a company's customer service in a public form, but this really hit a nerve.

Marcia Thomas

Director of Collections

Illinois Wesleyan University

 

On Wed, Apr 29, 2015 at 1:02 PM, Klemundt, Mary <mklemundt@elgin.edu> wrote:

Has anyone experienced customer service problems with CQ lately?  We were told last year that we would no longer be paying a separate hosting fee, but we just got billed again for that and we are having trouble getting anyone to respond to our inquiries.  Just curious if others have had this experience.

 

Thanks for your help.

 

 

Mary Klemundt

Adjunct Technical Services Librarian

Elgin Community College

1700 Spartan Drive

Elgin, Illinois  60123

(847) 214-7339

 

 

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--

Linda Wobbe
Head, Collection Management
Sciences Subject Selector

Saint Mary's College of CA
Library
PMB 4290
1928 Saint Mary's Road
Moraga, CA 94575

(925) 631-4232

 

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