Hello Annette
Yes we have had very similar problems with Hays DX. We never receive
invoices until I request them, then I usually receive fax copies which I
have to pass for payment, not ideal.
I know that there are a number of other authorities that are having the
same sort of problems, especially with delivery to University sites. Most
of the deliveries of ours that fail are to universities, Hays seem to have
problems when the universities have one than one site or if you use a PO
box number.
We also have problems when phoning as we only ever seem to get through to
the call centre who only ever take messages and say they will pass them on!
Tracey
Hertfordshire Community Information, Libraries.
Inter-Library Loans
Annette Moore
<A.Moore@SUSSE To: [log in to unmask]
X.AC.UK> cc:
Sent by: "For Subject: HAYS DX Transport Scheme
interlibrary-l
oan and
document
supply
services."
<LIS-ILL@JISCM
AIL.AC.UK>
15/07/02 13:32
Please respond
to "For
interlibrary-l
oan and
document
supply
services."
At the University of Sussex we have been using HAYS DX transport scheme
since the closure of the LASER Transport scheme in September last year.
Inititally we were quite pleased with the service having received full
doucmentation and information about the service and having a "dedicated
customer support representative" to ring if there was a problem.
However....when ever we do have a problem, our representative has left
or moved to another section and our call gets passed from one person to
another. One of the main concerns lately has been the late arrival or
non-arrival of our monthly invoice. When I do the monthly statistics at
the end of each month, I often have to ring HAYS DX to ASK for the
invoice so I can include the postal figure in our monthly statistics!
Have any other libraries found this problem with HAYS?
Another problem has been the delivery of PO BOX items through HAYS DX.
Several University Libraries have a PO BOX number in their address which
we didn't think was a problem, until recently we sent an item addressed
to a University with a PO Box through HAYS and the item never arrived.
When I contacted HAYS about this they said that they do not deliver to
PO BOX numbers but just pass the item onto the GPO. Several
conversations later with HAYS DX, it appears they do deliver to some PO
Boxes, but not to others - what concerned me was that they didn't return
the item to us if they were unable to deliver. According to their
description of service for Undeliverable items - they say that if they
are unable to deliver items due to "insufficient address information"
the local Service Centre will contact the customer via Customer
Services. This situation is ongoing with HAYS but has given rise to
concern. Again, can I ask if other libraries have had problems with
deliveries to PO Boxes or do you not use HAYS DX for PO Box numbers?
Annette Moore
Annette Moore
Interlibrary Requests
University of Sussex Library
University of Sussex
Brighton, BN1 9QL
Email: [log in to unmask]
Telephone: 01273 678162
Fax: 01273 678441
**********************************************************************
The information in this message should be regarded as
confidential and is intended for the addressee only unless
explicitly stated. If you have received this message in error
it must be deleted and the sender notified. The views
expressed in this message are personal and not necessarily
those of Hertfordshire County Council unless explicitly
stated. Please be aware that emails sent to or received
from Hertfordshire County Council may be intercepted and
read by the Council. Interception will only occur to ensure
compliance with Council policies or procedures or
regulatory obligations, to prevent or deter crime, or for the
purposes of essential maintenance or support of the email
system.
**********************************************************************
