Since we began using Hays DX in January 2002 they have been responsible for losing 12 items we have entrusted to them. 7 items of our stock have also been lost by other libraries using Hays. We have not let this go unreported, and have made claims for each lost item. However this has often been a long and difficult process. Persistent phone calls have been necessary in order for us simply to receive claim forms (and indeed any kind of stationery). At the present time we are still waiting to hear the outcome of 7 of 12 of those claims, many of which were sent 6 months ago. Complaints about this woeful service have been made to the customer services contact for our area and the national account manager - by telephone, fax and e-mail.
The problems we have encountered with Hays cannot be excused by one or two unscrupulous couriers. And their record of service has only deteriorated since we began to complain. We would ask any library returning items to us not to use them. However we will continue to be affected by their poor service as we continue to try to claim compensation for the stock we have lost.
Jackie Miller
Interlibrary Services, University of Strathclyde
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