Re: EBSCO Subscription Services (Emily McElroy) Marcia Tuttle 17 Apr 2001 20:36 UTC
---------- Forwarded message ---------- Date: Tue, 17 Apr 2001 15:33:59 -0500 From: Emily McElroy <emcelro@WPO.IT.LUC.EDU> Subject: Re: EBSCO Subscription Services (Stephen Perisho) We have been very pleased with EBSCO's service. We have found our claim responses are responded to in a timely manner. I would say that they follow the industry standard when it comes to claim responses, maybe even better based on previous experiences I have had with other subscription vendors. In previous library positions, I had poor responses with claims and simple bibliographic issues with agents other than EBSCO. It seemed like we ended up cleaning up the agent's title database since they were always unaware of any cessations or title changes. EBSCO is the opposite. They keep us informed of any bibliographic issues. We have several people working on our account who are great about getting back to us whenever we have a problem. With other agents, I never had that type of excellent customer service. We are receiving a few more supplementary invoices than we would like but I place the blame more with the publishers than I do with EBSCO. Emily Emily McElroy Serials & Electronic Collections Librarian Loyola University Health Sciences Library 2160 S. First Ave. Maywood, IL 60153 ---------- Forwarded message ---------- Date: Thu, 12 Apr 2001 09:26:52 -0400 From: Stephen Perisho <sperisho@IAS.EDU> Subject: EBSCO Subscription Services The service EBSCO provides has been in my case pretty FAIR, though it used to be much worse. For example, when I was new to the job, I sometimes--by dealing with the publisher directly--solved claims in two or three DAYS, that, left to EBSCO, had been outstanding for between 1 1/2 and 3 YEARS. (I speak of getting the issue IN HAND!) Steve Perisho Serials Assistant Historical Studies-Social Science Library Institute for Advanced Study Einstein Drive Princeton, New Jersey 08540 United States of America Tel.: 609 734 8378; Fax: 609 951 4515 E-mail: sperisho@ias.edu ---------- Forwarded message ---------- Date: Wed, 11 Apr 2001 10:56:21 -0500 From: Linda Fairbanks <lfairban@TRITON.CC.IL.US> Subject: Re: Centrobe / Neodata of Boulder, CO: A Plea for Responses (Stephen Perisho) Hi Stephen Your message really strikes home. Last Friday I spent time writing a similar rant about EBSCOhost, who handles our periodical subscriptions. We have had a terrible time with publishers sending us two or even three subsriptions where we only (should!) have one and it has taken EBSCO way too long to stop it. We also get price increases passed on to us constantly. Admitedly, I'm new to managing serials, but I would have thought that having paid for a year's subscription, I'd get a year at that price. Do all subscription services simply agree to and then send on, publishers random price increases? I'm not sure which made me angrier, the invoice for a $6 price rise or the one for a couple thousand. I wish I could tell you I was happy with my service, but I'm not. Does anybody out there LIKE their subscription service? Linda Linda C. Fairbanks Director of Technical Services Triton College Library, R-214B 2000 Fifth Avenue River Grove, IL 60171 Office: (708) 456-0300 x3424 e-mail: <lfairban@triton.cc.il.us> http://www.triton.cc.il.us