Dear All
I am sure there are many of you out there like us who are having/have had extreme difficulty trying to work out exactly what you can afford to take vis a vis Elsevier print and electronic next year.
The process has been going on for months here and has become extremely frustrating because the person we are dealing with takes weeks to answer emails.
I very much feel that because we can't afford to take Science Direct in its entirety then we are by default unimportant to Elsevier as a customer and get treated accordingly.
I am very angry about the slowness of communication and the lack of response to emails. I also asked if we could have a visit and it was agreed in principle with some suggested dates but have I have heard nothing since and the day has passed.
We are potentially prepared to spend around £45,000 pounds with them. We do not spend anywhere near this amount with any other publisher and this in fact is nearly 15% of our total print spend.
The problem is really that since we can't do without their journals and they know it, they have us over a barrel with no incentive to good customer relations because they know we'll have to pay up.
If the decison was mine I'd cancel everything tomorrow because I've run out of patience.
Has anyone any suggestions as to how we might proceed? or indeed has a similar experience.
Perhaps this list could have a Customer Service award each year for best and worse service. I'd nominate Ingenta for the best - they've been brilliant with anything I've asked and so prompt. No prizes for guessing who's at the bottom of my list.......
Best Wishes to all
Ros Doig
Ros Doig
Serials & Inter-lending Librarian
University of Derby
Learning Centre
Kedleston Road
Derby
DE22 1GB
Tel. +44 1332 591204
Fax. +44 1332 622773
Email M.R.Doig@Derby .ac.uk
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