Kudzu-Ops Mailing List: Re: Process change for Lanter service issues

Re: Process change for Lanter service issues	<– Date –> <– Thread –>
From: John Burger (jburgeraserl.org)
Date: Tue, 4 Nov 2014 10:22:32 -0800 (PST)

Hi folks:

As promised, here’s the updated documentation reflecting this change in reporting lost/damaged items to Lanter Delivery. This can also be found on the ASAERL resource sharing webpage -- http://www.aserl.org/programs/aserl-wrlc-ill/

Here are the salient points on this issue:

1. An item is to be declared “missing” if not delivered within three business days of pick-up. Items not delivered within five business days of the scheduled delivery shall be determined to be “lost.”

a. Lenders and borrowers need to monitor WorldShare Request Queues for delayed items, which are flagged within as “Not Received,” “Overdue,” or “Received / Returned but Missing.”

2. When a bag/tote does not arrive in a timely manner, the receiving library should first contact the shipping library to confirm shipping date and bag number.

3. Missing items should be reported promptly to Lanter’s centralized Customer Service Department (800-830-6126) and John Burger (jburger [at] aserl.org). Please supply bag number, last known location, and the date the item was shipped. Other information (number of items in each missing bag, if the missing items are in a box or other non-pink bag/container, etc.) may be helpful but not required.

4. Lanter will respond to all notifications within 1 business day to the reporting library and ASERL.

--jeb

John Burger, Executive Director

Association of Southeastern Research Libraries

ASERL

c/o Georgia State University Library - Administration Suite LS7

100 Decatur Street SE

Atlanta, GA 30303-3202

Telephone: 404-413-2896

Follow ASERL on Facebook: http://on.fb.me/Ziuz2a

Find me on Twitter: https://twitter.com/ASERLJEB

From: Kudzu-Ops [mailto:kudzu-ops-bounces+jburger=aserl.org [at] aserl-lists.org] On Behalf Of John Burger
Sent: Thursday, October 30, 2014 10:15 AM
To: John Burger
Cc: kudzu-ops [at] aserl-lists.org
Subject: [kudzu-ops] Process change for Lanter service issues

Kudzu-Lanter Friends:

Lanter is trying to rectify its service issues, and has centralized their customer service into a single office. Starting immediately, please report all problems with missing items, lost items, damages, etc to Lanter’s centralized Customer Service Department (800-830-6126). I would appreciate receiving a quick email about your problems to me as well, for my own information purposes.

ALSO: Speed is of the essence in reporting / rectifying problems. It is much easier for Lanter to trace a package that has been missing for a few days rather than a few weeks. The “wait and see if it shows up” approach is generally not fruitful – please report items that are more than a day late to Lanter ASAP.

THIS PART HAS NOT CHANGED: Please continue to fax daily manifests to Carol Green in Atlanta (678-593-7041).

I will update our documentation to reflect this. Here’s hoping this proves to be a useful change. Thanks for your support of this program.