Hello,
We are currently having a very large headache trying to get a response from Knovel's second line support team and wondered if anyone had any contact details for someone we can escalate this with or any similar frustrations trying to get technical help from Knovel/Elsevier.
We have users who are unable to access Knovel at all, due to their accounts not being migrated properly after a switch to the hosted version of Athens. We have contacted Knovel several times before figuring out what this was and each query has been sent to their Second Line Support, never to be seen or heard from again. We have also contacted Eduserv who are happy to help and quick to respond but need to speak with Knovel in order to be able to do anything.
The latest query has been with them for coming up to two weeks now but we first noticed the problems back in January. So of course, we have some very unhappy users.
I did contact Knovel via their online chat to ask them to chase and to ask for the email address of second line support so we could chase with them directly. I was told we were in a queue and second line support don't have a direct email. I asked to be sent some contact information of someone we could escalate this with as I had to leave for a meeting, I asked for this to be sent to our email address. Not only did I not get this information, I didn't even get sent a transcript of the conversation I'd had, which I was told would be sent to me automatically. Luckily I printed off a copy so I have the proof of the information I asked for.
If anyone has any success stories, ideas or contact information of anyone we can talk to - we (and our frustrated users) would be incredibly grateful.
Many thanks,
Hannah
Hannah Wise
E-Resources Support Team
Library and Learning Support Services
University of Surrey
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01483 683890
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