August 3, 2010
Lexis Customer Support Really Burns My Britches
As you probably already know, if you encounter a technical issue with research product, you better hope that it is not with Lexis. I have never had a satisfying encounter with anyone at Lexis save the Librarian Relations Consultant for Tennessee. A year ago, I started keeping a log on how long it took to get an answer from or an issue resolved with Lexis from the moment I dialed the customer support line to the moment my prayer for relief was answered. I gave up on the log because I often lost track of the days it took to get pressing matters resolved. And, frankly, I don't know that my anecdotal experience would really be the impetus for change in their customer support.
So today, I went to log into Lexis. I tried logging on four or five times to no avail. I changed my password (it took a couple of tries). I tried logging on with my new password. It would not take. I dialed the customer service number. I listened to options; I pressed a button. I listened to more options; I pressed a button. I listened to even more options; I pressed a button. I waited; then I waited some more. (The snow fell, the snow melted.) I got someone on the phone, who informed me that my individual account was inactive as of July 28. "Really?" I said. She proceeded to see what was at issue. I waited. She got back on the line and was able to provide me with no information. She suggested that we call the law school's account representative. I told her, "But that will probably change tomorrow." She said it was PK. I told her that I was rather certain that it was no longer PK (PK hasn't been our account rep. for almost a year - and I honestly cannot tell you who is). She called PK. PK confirmed that she is not our account rep. Now, I'm waiting for a call.
I needed to get onto Lexis so I could build links for my faculty. In effect, I was trying to help Lexis. Otherwise some of the faculty may never know of some of the valuable resources available to them on Lexis; but mysteriously something has gone awry with my account. So I want to take up the log again, but I want your help. If you can empathize with my experience today, maybe you would like to help keep a log as to how long it took to get an answer or resolution from Lexis. I think it would be an interesting study. It may even be an impetus for change (though I doubt it). But if you've been frustated with Lexis Customer Support as much as I have been (and maybe it is just me), maybe we can work together to provide statistics to point the finger and whisper "shame." Email me if you're in and we can figure out how to implement a log across institutions. (DCW)
David, glad to talk to you Wednesday to resolve your issue. As mentioned, user IDs are sometimes deactivated as a protective measure for LexisNexis and its customers when a potential virus or malware is detected on a customer’s computer. This is what happened. As for any delay or confusion in speaking with you initially about the issue, I apologize and will work to make sure that does not happen again.
Posted by: Maura Donovan, Vice President, Law School Marketing, LexisNexis | Aug 5, 2010 1:32:15 PM
Is it possible for CRIV to build a wiki? Anyone who was unsatisfied with the Customer Experience can post. We need to be careful that it doesn't turn into a gripe session. Maybe we can have a separate wiki for, "I just need to get this off my chest complaints." The customer service wiki could log things like issue, resolution time (if it was resolved), hurdles to getting to a customer service rep, Hold time, incorrect information given, excuses, explanations, etc. Hopefully, with good solid evidence we get some of the vendors to make positive changes.
Posted by: Mary E Matuszak | Aug 4, 2010 7:15:17 AM