Martha, et. al.:
My advice is to go directly to Accounts Receivable. These people know,
as well as anyone, what is going on, and they can resolve the problem.
The number to call for West A/R is 1-800-328-4880. Once you get a
person who is helpful, make sure to write down his/her extension. I've
found it best to build up a relationship with one person in the A/R
department.
Finally, I would keep in mind that West is undergoing MAJOR changes with
the merger and the people you work with are only human. It's easy to
get frustrated with the corporation and to take it out on the person who
is representing the corporation. I try to remember that they too are
dealing with the frustrations of the merger and they are trying to do
their best to help out.
Take care, and I hope this helps.
Jim Mumm
Martha Arthos wrote:
>
> Hello Everyone:
>
> This message is partly a gripe and partly a request for any
> suggestions/comments people might have to offer.
>
> We are a government law office. Last August we purchased a number
> of new networked CD-ROM products from West. In addition to paying
> the initial fee I also worked out an arranagement with our then acount
> rep., to prepay the monthly subscription fees for a least a year on some
> of the products we were buying. We did this for budgetary reasons.
> These arrangements were recorded on our order forms.
>
> Now, however, West has begun to put charges on our monthly invoice
> statements for the monthly fees we already paid in advance on some of
> these products. Unfortunately the sales rep. I dealt with to make the
> arrangements is on extended leave and no one seems to know when he
> will be back. As a result I have been trying to contact the account
> manager to straighten this matter out. For the last three weeks I have
> been leaving numerous phone messages and I even sent a certified
> letter explaining the problem. I still have gotten no response, however.
>
> Has anyone had any similar experiences or maybe some suggestions?
>
> Thanks,
> Martha D. Arthos,
> Legal Information Specialist, City of Austin Law Department
-- Jim Mumm Acquisitions / Serials Librarian Marquette University Law Library Sensenbrenner Hall (414) 288-5351 P.O. Box 3137 FAX: (414) 288-5914 Milwaukee, WI 53201-3137 mummj@vms.csd.mu.edu
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