I'm afraid I'm a little confused by this response as the majority of it appears to be irrelevant to the particular problem that Glasgow experienced.
The tone gives the impression that Lorna did not follow the correct procedure, whereas her account appears to say that she did.
She first contacted the publisher/platform for the usage stats which is standard procedure as far as I know. Then she contacted the agent to cancel...etc.
Thanks
Sandra
Sandra Morris
Electronic Information Development Officer
Subject Support & E-Library Team,
Information Services,
Hugh Owen Library,
Aberystwyth University,
Aberystwyth,
Ceredigion, SY23 3DZ
====================================
Email: [log in to unmask]
Phone: 01970 621892
FAX: (01970) 622404
Tîm Cynorthwywyr Pwnc ac E-Lyfrgell,
Gwasanaethau Gwybodaeth,
Llyfrgell Hugh Owen,
Prifysgol Aberystwyth,
Ceredigion, SY23 3DZ
====================================
Ffon: 01970 621892
====================================
-----Original Message-----
From: An informal open list set up by UKSG - Connecting the Information Community [mailto:[log in to unmask]] On Behalf Of Annika Lindemann
Sent: 16 December 2009 12:04
To: [log in to unmask]
Subject: Re: [LIS-E-RESOURCES] T&F (Tired & Fed up) - cancellation woes
I am pleased to say that we have been able to solve the problems
Glasgow Caledonian University was experiencing in the process of
cancelling their "Europa World of Learning" subscription. This has been
a complicated case with a string of miscommunication and
misunderstandings causing the customer's frustration, and we are sorry
about that.
We have now cancelled their subscription and a refund will be made.
In order to avoid any future misunderstandings of this kind, I would like
to ask our customers to use below communication channels:
a) If you subscribe through a subscription agent: please liaise with
your subscription agent about any orders, cancellations or payments
you wish to place. We work very closely with all major and most minor
subscription agents and library suppliers, and can ensure a timely and
effective response. If you choose a subscription agent to arrange the
subscriptions on your behalf, this agent will be our main point of
contact for your orders; this includes any cancellations.
b) If for any reason you need to contact us directly, please copy your
subscription agent into the emails, so they are kept in the loop of
communications. Please make sure you contact us as stated in c).
c) If you subscribe directly with us, please make sure you contact us
on the correct email addresses. You can contact either Martin Jack
([log in to unmask], 020 7017 6058) or myself
([log in to unmask], 020 7017 6062) at any time.
Alternatively, you can email us on our generic email
[log in to unmask] This email address is monitored constantly
and we ensure a reply within 24 hours during business hours.
Furthermore, I would like to clarify that we never renew subscriptions
automatically, but only upon request by the customer or subscription
agent. To make sure renewal dates are not missed we send out
reminder emails well in advance. We accept cancellations of
subscriptions up to the renewal date, as long as no payment has been
made.
If you have any further questions or comments, please do not hesitate
to contact me directly.
I would like to take this opportunity and wish everyone on the list a
Merry Christmas and a Happy New Year.
With kind regards,
Annika Lindemann
eBooks & Online Sales Manager
Taylor & Francis Group
+44 20 7017 6062 (phone)
[log in to unmask]
2 Park Square
Milton Park
Abingdon
lis-e-resources is a UKSG list - http://www.uksg.org/serials
UKSG groups also available on Facebook and LinkedIn
lis-e-resources is a UKSG list - http://www.uksg.org/serials
UKSG groups also available on Facebook and LinkedIn
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