Colleagues,
many thanks for all your replies, ( both on and off the list) to my email about the frustrations our serials team are experiencing with Wiley-B. Please do keep the comments/examples coming in as it is extremely helpful to be able to contextualise our problems and see if they are widespread enough to warrant further escalation. In terms of determining whether we have grounds for redress, you may find this of interest - it's the first statement in Wiley's list of values.
"We are responsible to our customers, who rely on the quality of our products and services to meet their needs. Service must be prompt and efficient and prices should be reasonable."
http://www.wiley.com/WileyCDA/Section/id-380002.html
I think the service ethic is something they really do need to work on!
Best regards,
Jill
Jill Taylor-Roe
Head of Liaison & Academic Services
Robinson Library
Back Jesmond Road West
Newcastle upon Tyne
NE2 4HQ
tel 0191 222 7652
fax 0191 222 7605
email [log in to unmask]
lis-e-resources is a UKSG list - http://www.uksg.org/serials
UKSG groups also available on Facebook and LinkedIn
|