we had the same problem.
our Hays DX collections and deliveries are fine, but we have never received a monthly invoice since starting to use them in September, except for a couple of "Final demands" - which also threaten legal action - phoning them produced the invoices to be faxed.
as our outgoing usage has been fairly low, I wonder if they only send an invoice over certain amounts.
the letter refers to a previous reminder letter, which we never saw - odd, as they obviously have our address correct, as the final demands reach us in the normal post!
Jeremy
At 15:56 16/05/02 +0100, you wrote:
>Here at the Falmer Library at the University of Brighton, we haven't noticed
>any such delays in items reaching us through Hays DX, but then we don't
>receive many items in this way anyway.
>However, as a Hays customer, we have experienced severe problems in trying
>to get Hays to invoice us in a reliable fashion, and to deal with queries
>promptly. On three occasions in the last few months, we have not received
>our monthly invoice at all, and it usually takes many phone calls before a
>copy is sent. Despite us informing Hays of their inefficiency, which is the
>prime cause of them receiving late payment, we are now receiving letters
>threatening suspension of their service and possible legal action.
>We shall be contacting them in the near future to outline our concerns to
>them in a very clear manner.
>In the meantime, we too would be very interested to hear of problems which
>other libraries who use Hays are having, as it seems we are by no means the
>only library in such a position.
>
>Louise Allum
>Inter-library loans
>Falmer Library
>University of Brighton
>
>-----Original Message-----
>From: S.B.Tobin [mailto:[log in to unmask]]
>Sent: 16 May 2002 15:27
>To: [log in to unmask]
>Subject: Re: Delayed requests
>
>
>Dear all,
>
>We would be interested to hear from any members of the list who have
>recently experienced delays in receiving items sent on loan to them from
>other libraries. These are not delays in the supply library processing the
>requests but delays in delivery once they have left the supply library.
>
>Recently, on 3 separate occasions, we have chased requests for items we
>have not received, only to be informed that the items had indeed been sent
>out to us 2-3 weeks earlier. On each occasion the courier service used by
>the supplying library was Hays DX.
>
>It seems unlikely that we are the only library service to experience this
>problem and wonder if we may have uncovered the tip of an iceberg.
>
>If anyone has requested a loan from another library that hasn't arrived yet
>and chases it, could you please ask if the supplying library used HaysDX as
>the transport system?
>
>If you provide me with details, I will respond to the list if we have
>indeed uncovered a wider transportation problem.
>
>Many thanks
>
>Beth Tobin
>Inter-Library Loans
>University of Wales Bangor
Jeremy Evans
Information Services
Library
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