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I recently complained bitterly about LWW's service, and that brought an immediate response from the company. We have now been assigned a "personal" rep who is going to great lengths to try to straighten out our mess. We shouldn't have experienced all the problems we did, but I am convinced that LWW is finally taking the complaints to heart and is committed to improving service. I hope everyone else will be able to say the same in the near future. Thank you, Trish - 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 08:29 PM 4/18/2002 +0100, Louise Cole wrote: >I have been asked by Mary Fugle at Lippincott to forward the following: > >"We at Lippincott Williams & Wilkins (LWW) apologize for the interruptions >in online service and frustration many of our customers have experienced >during the first quarter of this year. > >LWW is working closely with subscription agents and our customers to amend >our policies and procedures to avoid further instances of denied access and >multiple requests for paper work. > >By extending a three (3) month gracing period at the beginning of 2002, for >all online subscriptions, we believed we would avoid the problems previously >noted on this list serve. That was not the case. We have attempted to >assign one customer number to each customer to be used for authenticating >online access. Many of you had upwards of 20 customers numbers due to >delivery address requests, as well as company mergers. We are exchanging >address information with subscription agents on a much more frequent basis >to keep both sets of files in sync. With one customer number, you need only >submit one copy of Schedule 1 annually to update your site license. We are >working to post Schedule 1 on our website so that this can be e-mailed to >our E-Commerce Team, rather than continuing the convoluted path of LWW >requesting the Schedule from the agent, the agent contacting the library, >the library sending the Schedule to the agent and the agent finally sending >the Schedule to LWW. > >Finally, we have amended our business processes. Once we have an order, we >will provide access to the customer, while we wait up to three (3) months to >receive payment and Schedule 1. > >We trust these steps will avoid problems in the future and hope you will >continue to work with us, facing the challenges and rapid changes taking >place in the electronic publishing venue". > >Sincerely, >Mary Fugle >Director of Library & Trade Relations >Lippincott Williams & Wilkins >345 Hudson Street >New York, NY 10014 >212-886-1271 >[log in to unmask] > >- So, that's the situation. Our key title is now back after three attempts >to get that magic subscriber number ... > >Louise > >Louise Cole >Electronic Resources Co-ordinator >University of Leeds