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I have never had problems with any other titles or publishers like I have had with LWW. We had the same problem with our site license titles - I was ready to cancel the site licenses and go back to the single-use password access. We would have the occasional couple of days of access from time to time when our vendor would receive a response from LWW at all, which wasn't often, then the access would just disappear again. Just try to get through the new customer (cuss your customer?) service wall at the LWW site now, where your question goes to the "related" FAQ at the site! After 3 months of constant complaints from our users and reports to both LWW and our vendor, I finally wrote a very scathing email to every email address I could find - and suddenly, we did finally (I shouldn't be saying this) resolve the issues - sort of. For starters, we had never been told that we had to submit a new license form with a new schedule 1 attached that included ALL the site licenses we had purchased, the dates of coverage, the prices, and the account number(s) (btw: there are reasons, apparently, that all titles cannot, in fact, be put under one umbrella account - at least, not for the single-user password titles). Why this burden is placed on the customer is beyond my comprehension, but I did that. We then added 3 new titles, and I discovered that I now have to submit a third Schedule 1, again with all this information for all titles, but which includes the new titles as well. Each Schedule 1, like the license it appends, requires another signature. It is only April, but I'm ready to cancel every LWW title. There is simply no excuse for bad business behavior. Fortunately, or unfortunately, I received an emailed survey form from LWW regarding their site licenses during this time period..... Stephanie N. Allen, Electronic Resources Librarian Medical Center Library Chandler Medical Center University of Kentucky Lexington, KY 40536-0298 [log in to unmask] (859) 323-6567 (voicemail) (859) 323-1040 (fax) <http://www.mc.uky.edu/MedLibrary>http://www.mc.uky.edu/MedLibrary At 12:38 PM 4/5/2002 +0100, Louise Cole wrote: >Has anyone else been irritated lately by loss of access to Lippincott's >online titles? Our particular long-running problem (six weeks so far of >lost access) is Journal of Clinical Oncology. After a lot of to-ing and >fro-ing trying to find out why a paid subscription to this title was 'on >hold', I was forwarded a message from our subscription agent which went to >the NEYAL reps list. For those of you who haven't seen it, it might be of >use to repeat it here: > >***** COPY MESSAGE ***** > >Dear NEYAL members, > >It has been brought to our attention by our Publisher >Relations department that the above are making changes to their records, a >process >which we have been warned could temporarily affect the delivery of both >print and electronic titles. > >LWW are assigning new reference numbers to many of our >subscriptions for two reasons: > >1. They did not process our renewals/new orders correctly for 2002 >2. They are updating all of their records so every customer >will have one reference number for ALL their subscriptions. This number >will then be used for electronic access. > >They have advised us that unfortunately this means that >online access may be denied while the numbers are being changed. LWW will be > >providing us with a complete listing of the new references in due course, >once >their work is complete. > >[snipped out stuff about print] > >Please be assured that LWW and Highwire (their access >provider), and LWW and our Publisher Relations team are working closely >together >to try and minimise the disruption to all concerned. > >So unless I've misunderstood, LWW are quite happy to take our money (which >proves we still subscribe) but not to give us access either to current or >archive material, nor are they able to give us any indication of when the >titles concerned will be back online. There is no explantaion on the site, >just a message 'Your subscription is on hold'. We have heard nothing from >LWW even though we have named administrators of online subs. Am I naive in >thinking a blanket e-mail even to a list such as this wouldn't have been too >much trouble (can't see any in the lis-e-journals archives)? > >Six weeks' lost access to a major medical title of use to our researchers is >a pretty major disruption. If anyone can shed any light on when LWW's >self-generated mess will be sorted out, I'd appreciate it. > >Louise > >Louise Cole BA ALA >Electronic Resources Co-ordinator >Brotherton Library >University of Leeds >Leeds LS2 9JT > >tel 0113 343 5502 >fax 0113 343 5561 >e-mail [log in to unmask]