In-reply-to: Your message dated "Tue, 23 Apr 1996 10:21:57 -0400 (EDT)"
Sounds like CCH could use some serious training -- both in records
establishment & subsequent management as well as customer service skills.
We no longer have CCH subscriptions, but the CCH files (dating from the 1980s)
which I "inherited" from my precedessors indicate similar problems.
If every CCH subscriber were to calculate the amount of time funnelled into CCH
problems (and the corresponding wage-dollar amounts) and then subtracted it
from the subscription invoices with a statement that you are taking a deduction
for your work that should have been done by CC -- written to the CEO --
and paying only the remainder -- perhaps might take the customers more
seriously if the amount of wasted time is costing t h e m.
Another option is to converge on subscription agencies such as Ebsco & Faxon
asking them to carry CCH titles. Then get the subscription through a vendor.
The advantage would be that subscriptions agencies have the staff and time to
routinely solve shipping, billing, and other problems. Both agencies
mentioned here are excellent and well-organised.
Antje
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>I have to agree that CCH has been a nightmare this past year. I won't
>bore people with the details of subscriptions that wouldn't cancel,
>subscriptions that cancelled on their own, and subscriptions that had to
>be cancelled because CCH couldn't handle a change of address.
>With the amount of hours I worked on CCH, I feel like I should be paid by
>by them. I particulary resent the time that could have been used for
>interesting projects for my firm, or how about just getting to leave on
>time once in a while. Simple changes involving CCH subscriptions always
>turn into long projects with CCH's records never matching mine. Does
>everything that involves change and CCH have to equal disaster?
>Patricia E. Barbone
>Phone: 212-837-6594 Director of Library Services Fax: 212-422-4726
>Hughes Hubbard & Reed Email: barbone@panix.com
>One Battery Park Plaza
>New York, NY 10004
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