Thank you for your list of reliable contacts at CCH. I have had nothing
but trouble throughout 1994 with CCH. We are a large firm with many
different titles and numerous copies of several. Rarely do we receive
the correct amount of update filings. Billing has become a nightmare.
Customer Service is outrageous. In fact, it is the utterly unacceptable
Customer Service which helped me to decide NOT to buy CCH ACCESS CD ROM
products when our firm is ready to implement that technology. They seem
to be going through a lot of changes right now. New logos, new 800
number, new mailing computer system, etc. The problem is that each step
was taken too quickly and the result is sloppy all around. It's as if a
child is making thier latest marketing and management decisions. Our
head librarian is being treated to a trip to Chicago to visit the
Corporate Headquarters. I am being treated to a deluxe lunch in two
weeks for "all the trouble". However nice and sincere our local
representative may be, there must be improvements and letters should be
written by all who are disturbed. My letter to Kevin Robert is about done.
I am personally tired of being on hold, tired of screaming on the phone
in the middle of my library, and tired of dealing with obviously poorly
qualified and untrained employees in the various departments at CCH.
Thomas Tatarian
Tax Librarian
Skadden, Arps, Slate, Meagher & Flom
New York, New York
* The above views are strictly my own, not necessarily of my firm.
On Fri, 17 Feb 1995, Scott Burgh wrote:
> With all the current trashing of CCH, I thought I would add my remedies
> for prior problems. It is true that the reps can be useless at times
> because they had to deal with the customer service 800 number and be on
> hold and deal with people who do not know what is going on or how to solve
> a subscription or billing problem. The reps are also prohibited from
> speaking to editors if there is a content related problems as are the
> customers for whatever ridiculous reasons. From AALL meetings, I have
> found the following people useful for cutting through CCH red tape. That
> red tape helps end the government red tape stereotype. Those people
> are:
>
> Jonathan Copulsky, Chief Financial Officer, 708-267-2130
> Kevin Robert, head of customer service, 312-866-3176
> Sue Altheimer, customer service person in the know, 312-866-3164
>
> I hope this information is of use to the current wave of frustrated CCH
> customers. Let me know directly how helpful these people are.
>
> Scott Burgh
> Chief Law Librarian
> CIty of Chicago Department of Law Library
>
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