I have to add that the new phone voice and lighter side are a bright spot. Too bad that when I actually got to the instructions about how to speak to a human (4 levels later), I got disconnected 5 times until the I went thru the exercise again and the call was actually forwarded to a customer service rep.
And, WHY doesn't Aspen put enough identifying data on the invoices so you know what the title and author are. Every time I call for an explanation, which is at least 3x/month, the c.s. rep. parrots the information on the invoice. Hey, we can read, too. The c.s. reps then have to access another program that identifies the title by ISBN number. I was told that this issue would be resolved with the new computer system. Guess not. Wonder if anyone else finds this to be a problem or am I a lone voice in the Aspen wilderness?
Thanks, Martha
Martha Goldman
Director of Information Resources
Jones, Day, Reavis & Pogue
599 Lexington Ave., 32 floor
New York, NY 10022
e-mail: mgoldman@rcn.com
phone: 212-326-3669
fax: 212-755-7306
Martha Goldman
Director of Information Resources
Jones, Day, Reavis & Pogue
599 Lexington Ave., 32 floor
New York, NY 10022
e-mail: mgoldman@rcn.com
phone: 212-326-3669
fax: 212-755-7306
----- Original Message -----
From: Zimmerman, Stuart
To: 'law-lib@ucdavis.edu'
Sent: Wednesday, February 07, 2001 12:53 PM
Subject: RE: Aspen Rant
My acquisitions librarian came into my office yesterday laughing hard about the phone system on a new Aspen 800 number (800) 234-1660. While the voice is pleasant and has a bit of humor incorporated ("just two options this time - you're almost there"), the first option was to purchase a book. It branched into two options: purchase a law book or request a review copy. Purchase a law book branches into four other options (purchase a law title, purchase a this title, purchase a that title or purchase something else), all of which end with "I'm sorry, these are handled at another office. Grab a pen. The 800 number is......" (The quotes are not exact but close.) Classic Aspen. But that's not good.
Aspen is a company that I love to hate, and they make it so easy! But my question is where is Aspen in all of this? Do they not monitor this list? Why do they never bother to communicate with the law librarians? Are you out there Aspen? What's going on?
Stuart Zimmerman
Portland Library Manager
Davis Wright Tremaine
1300 SW Fifth, Ste. 2300
Portland, OR 97201
(503) 778-5242
(503) 778-5299 (fax)
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