Pat
Thank you for this - it does shed some light on the situation. I was quite worried
by the getting a chaser for an invoice before actually receiving the invoice!
Thanks,
Annette
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
-- Begin original message --
> From: Pat McKenzie <[log in to unmask]>
> Date: Mon, 15 Jul 2002 15:00:58 +0100
> Subject: Re: HAYS DX Transport Scheme
> To: [log in to unmask]
> Reply-To: "For interlibrary-loan and document supply services."
> <[log in to unmask]>
>
> 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)
>
-- End original message --
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