Annette
Here at Imperial College at Wye (Wye College as was)I have been having a
long & painful debate about invoices with people at Hays DX over the last
few weeks. Our invoices get dropped off by our courier, but when we go
through quiet periods we don't ask him to call more than once a week, & when
he does come he seems to be given invoices/statements/threatening letters to
hand over in a batch, some a month or more overdue. Also, we often get
overdues without ever having had the original invoices. Fortunately they are
for small amounts, but I end up spending ages trying to match up the
reference numbers on statements to see whether I've paid or not.
I have asked & asked to have the invoices &c posted to us. For some reason
this seems to be an incredibly outlandish request. As far as I can see it
would save me & them time, & they would get their money without endless
'phone calls & duplicate invoices.
Last week, after being transferred to the third person I've spoken to about
this, I was asked to send a fax outlining the problems so that our account
manager could take it up with someone higher. I was told that there had been
other complaints, & given the details about financial services was
outsourced. I am hoping he will come back to me on this, but I'm not holding
my breath - I will chase again after a while.
I still don't see why they can't just post the bills to me. In fact one of
the customer services people I spoke to assured me they were posted & if I
hadn't had an invoice for June to call back. Needless to say I didn't & they
had to fax it to me...
If I get any useful response I will keep you posted!
Sian Phelps
Assistant Librarian
Kempe Centre
Imperial College at Wye
Wye, Ashford
Kent TN25 5AH
Tel 020 759 42911
Fax 020 759 42929
E-mail [log in to unmask]
-----Original Message-----
From: Annette Moore [mailto:[log in to unmask]]
Sent: 15 July 2002 13:32
To: [log in to unmask]
Subject: HAYS DX Transport Scheme
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
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