Forum:What is your experience with the customer support of Oxford University Press?

Question

[jiri.hon]

We are trying to upgrade the license of our recently accepted Bioinformatics paper to Open Access license. However, the communication with the customer service of Oxford University Press is horrible. We are trying to arrange the license change since January 20, 2021. That is almost three months of useless communication. Every time we write a message, we wait several days to weeks for a reply. Moreover, different person answers every time. Do you have similar experience with OUP customer service?

[Kevin Blighe]

Do these journals even have "customer service"? The editors will not even raise a finger to do some final copy-editing; so, I doubt that they invest anything in customer service.

Answer 1

[dariober]

Just a side comment... You might get a distorted picture of reality if you ask an opinion on a public forum and take the results at face value. I guess people with a bad experience are more likely to comment and feel strongly about it. Myself, I published a paper in Bioinformatics and I don't recall anything particularly good or bad about their handling of the manuscript - which I suppose it means my experience was "good".