Just wanted to put in my two cents worth. First, I want to say that I do
appreciate all that Lexis does for me on a daily basis...from helping me
formulate searches, get passwords, straighten out invoice errors, etc.
HOWEVER (and this is a big however) what happened yesterday was a
nightmare for myself and several attorneys here at our offices. It NEVER
SHOULD HAVE HAPPENED, not with the technology available these days. Why
was there not some sort of backup at Lexis to capture all the research
that people had done? I had to recreate over three hours worth of time
doing the same thing I had done the day before, like I had time for that.
Additionally, one of my attorneys found herself in the same situation on a
very complex issue and all Lexis kept saying was "We'll credit your
account". Well, the account we needed credited was her time sheets and
Lexis could not do that. What we finally did was delegate the research
project to an environmental law specialist at Lexis, however, it still
took over two hours of her time to get the same info she had requested the
day before. I was appreciative of Lexis taking over the project for her
but it should have never gotten to that point. Why was there nothing at
Lexis to back everything up? Can you imagine what would happen if just
one day's worth of documents were lost on your own systems in your own
offices? Heads would surely roll and probably some right out the door to
the unemployment line. Lexis, if you're out there, what are you
doing...today...right now...to assure that this disaster does not happen
again??? And why, oh why, did your customer service reps at the 1-800
number tell us that our prints were only being "delayed"? If we had known
the severity of the problem we could have either printed our logs and/or
delayed the research until we were sure we would get our results. How
about some answers and solutions. Thanks for reading.
Gayle O'Connor * *
Brobeck, Phleger & Harrison \
550 West "C" Street, Ste. 1300 \ /
San Diego, CA 92101 \___/
619-699-0290 (voice line)
619-236-1403 (fax line)
This archive was generated by hypermail 2b29 : 03/09/00 PST