Having problems with missed reports or receiving several of them for the same title on the same day is nothing compared to the nightmares we've had this past year with CCH. (We also have had to have the complete contents of sets replaced.) Shortly after their reorganization last summer, the address on our account (it's over 100 subscriptions) was changed to that of another client of theirs. (Luckily it was to a law firm nearby, who graciously hand-delivered all of the reports to us until the problem was resolved). As a result of this mix-up CCH had to create a whole new account number for us.
In doing so, they accidently coded us for quarterly billing. We just thought it was part of their new invoicing procedures! Even though we were billed quarterly, we paid the whole annual subscription in full to avoid the added service charges. However, in several cases, CCH credited us the quarterly amount and put the rest of our payment into "unapplied payments or credits". I found all of this out in January of this year when we received an unexpected phone call from their local office, informing us that our account was a mess. The reason for the mess is the fact that all payments, along with copies of their invoices, were being sent to a lock box; and, because of the size of our account, the CCH offices or the bank weren't crediting our account properly. Since then, we have discontinued sending our payments to the lock box address; instead, we are sending our payments to a particular CCH individual who is currently trying to straighten out our account. To date, we!
are still working with her on cle
aring several outstanding (they claim) invoices and over $2,000.00 of credits on our account.
Now remember, all of this is due to a change of address notification or an order placed over the phone that was applied to the wrong account! Even though we have since repeatedly asked that no changes be made to our account unless they receive it from us in writing, what happens next? Northridge earthquake. So we made a temporary forwarding address change for our Beverly Hills Branch at the Post Office. One CCH report gets returned to CCH instead of being forwarded to the main library. So of course, CCH changes all the addresses on our Beverly Hills branch titles.... If you would have asked 1 year ago, I would have said CCH was one of our publishers with the least problems!
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Maria Cap
Serials & Acquisitions Librarian
Los Angeles County Law Library e-mail: maria@lalaw.lib.ca.us
301 West First Street phone: (213)629-3531 ext. 330
Los Angeles, CA 90012 fax: (213)680-1758
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