[Eril-l] problems with OUP customer service / tech support?

[Arndt,Theresa]

That's awful, Jean.  We haven't had a particular problem with OUP, but when generic support contacts for other companies has failed, we've sometimes had luck getting our sales rep involved.  Fear of loss of renewals/sales may be a motivator for them to work internally to help get the issue resolved.   The OUP individual sales reps are listed here:  https://global.oup.com/academic/contactus/find-a-rep/?cc=us&lang=en&

Good luck!   - Theresa

Theresa Arndt
Assoc. Director for Library Resources & Administration
Dickinson College
Carlisle, PA 17013
Office/voicemail:  (717) 245-1750
arndtt at dickinson.edu
she/her/hers
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Subject: [Eril-l] problems with OUP customer service / tech support?

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Hi all,

Since early last week we have been experiencing a frustrating problem with access to Oxford English Dictionary through our proxy server, affecting many students trying to complete an assignment that requires the OED (their prof has had to give them an extension.)  The problem is only with us and not widespread at all, and I am finding OUP’s customer service / technical support response to be very substandard.  We get an email once every couple of days from online at oup.com<mailto:online at oup.com> saying they have raised the matter with their technical support.  Days have gone by with no resolution, nor any follow up questions from technical support, and I am not able to communicate directly with the technical support staff. The [very few and far between] customer service messages seem to be coming from the UK so there are likely time zone issues in the mix as well. I am not sensing any sense of urgency on OUP’s part to help resolve our problem at all.  Has anyone else noticed inadequacies in OUP’s technical support lately?  I don’t remember it being this bad previously. It’s very frustrating for a licensed resource to be unavailable in this way right when it is needed, with seemingly no recourse or path to timely resolution.

Cheers
Jean
__________________________________
Jean Blackburn, Collections Librarian
Vancouver Island University Library
P 250.753.3245 ext 2091
C 250.618.7955
E jean.blackburn at viu.ca<mailto:jean.blackburn at viu.ca>

With respect, huy tseep q’u to the Coast Salish peoples on whose traditional and unceded territories I live and work.




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