Annette,
I raised the question of invoicing problems with Hays a short time ago. The
response was as follows:-
---------------
"Invoices
Hays DX are aware that there are customers who are not receiving
invoices. This problem is not just associated with libraries but something
that
has arisen via a few other areas of our customer base. In short, the
printing and fulfillment of our invoices is done by a third party supplier.
We
are in discussion with this supplier to ensure that these concerns are
addressed. Should a chase up letter be received from our credit
control department then a simple call to them will enable a copy invoice to
be
produced and no service will be suspended. Hays DX credit control would not
be
aware, when they do the chase up letters, that you had not received the
initial invoice."
-------------
I am unaware of how these discussions have progressed/are progressing but,
clearly, the problem is persisting.
Pat
Annette Moore wrote:
> At the University of Sussex we have been using HAYS DX transport scheme
> since the closure of the LASER Transport scheme in September last year.
> Inititally we were quite pleased with the service having received full
> doucmentation and information about the service and having a "dedicated
> customer support representative" to ring if there was a problem.
> However....when ever we do have a problem, our representative has left
> or moved to another section and our call gets passed from one person to
> another. One of the main concerns lately has been the late arrival or
> non-arrival of our monthly invoice. When I do the monthly statistics at
> the end of each month, I often have to ring HAYS DX to ASK for the
> invoice so I can include the postal figure in our monthly statistics!
> Have any other libraries found this problem with HAYS?
>
> Another problem has been the delivery of PO BOX items through HAYS DX.
> Several University Libraries have a PO BOX number in their address which
> we didn't think was a problem, until recently we sent an item addressed
> to a University with a PO Box through HAYS and the item never arrived.
> When I contacted HAYS about this they said that they do not deliver to
> PO BOX numbers but just pass the item onto the GPO. Several
> conversations later with HAYS DX, it appears they do deliver to some PO
> Boxes, but not to others - what concerned me was that they didn't return
> the item to us if they were unable to deliver. According to their
> description of service for Undeliverable items - they say that if they
> are unable to deliver items due to "insufficient address information"
> the local Service Centre will contact the customer via Customer
> Services. This situation is ongoing with HAYS but has given rise to
> concern. Again, can I ask if other libraries have had problems with
> deliveries to PO Boxes or do you not use HAYS DX for PO Box numbers?
>
> Annette Moore
>
> Annette Moore
> Interlibrary Requests
> University of Sussex Library
> University of Sussex
> Brighton, BN1 9QL
>
> Email: [log in to unmask]
> Telephone: 01273 678162
> Fax: 01273 678441
--
Pat McKenzie
Head, Inter-Library Services
National Library of Scotland
33 Salisbury Place
EDINBURGH
Scotland
EH9 1SL
E-mail (personal): [log in to unmask]
E-mail (general/ILL): [log in to unmask]
Tel: +(44)(0)131-466 3815 (direct)
+(44)(0)131-226 4531 Ext. 3315 (via switchboard)
Fax: +(44)(0)131-466 3814 (direct)
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