clarivate.com Omdömen 

Using Web of Science via my institutional connection.

Their UI is missing a filter that used to exist.

Documentation suggests that I cannot access these filters without creating an additional account in my own name and signing in (this is false, btw, according to later interactions with customer service by telephone).

account creation, however, does not work, because apparently the account already exists (it doesn't a customer service rep told me he could find nothing on the back end attached to my email address). Account recovery also does not work (probably because there is no account). I tried to submit an email, but the email submission form does not work, asking me to use the same account to log in, and then asking me to submit a captcha which is also non functioning.

the site also advertises an available live chat which...does not work.

Finally call a number in the UK, and am connected to three separate customer service representatives, none of whom can help me, and all of whom are Indians reading off a script, which suggests that their customer service is off-shored to an external call center and involves exactly zero in-house technical people solving technical problems. Was also asked for a ticket number that doesn't exist at one point.

If Clarivate had sat down and planned out the best way to prevent people from contacting them with questions or technical issues, they could not have done a better job. Congrats.

Am a long term (30 years or more, I think) user of Endnote bibliographical software.

Recently had two queries, one about the software and the other about a double payment I made for an update. Both were answered immediately by a real person and sorted.
Was already very impressed by the software. Now also very impressed by the customer service.
Note the complete contrast with the appalling Trainline service below. Great to see a company getting customer service right.

update: i received an answer from customer service and was promised to not be asked again for money i don’t owe. that’s the positive thing. apart from that, i’m still not happy about this business practice.

I had a 21 day free trial which I cancelled after less than an hour because I realised it wasn't suitable for me. Now I have received a payment request for €310. I sent them a screenshot proving that my account is set to not auto-renew/update but my email didn't go through. I think this is a scam and have reported it to my local consumer protection agency.

Had a problem accessing my ScholarOne account at a journal. The verification code was not sent to my email account. It took about 10 email exchanges and 4 days to get a resolution. i suspect a lack of relevant training as well as a 9-5 service. How do Clarivate stay in business?

This is a second update to my previous review on EndNote 20 for Mac. EndNote is completely intransigent to suggestions to restore the previous option of saving a preceding search, even though it would be minimal effort to do so. I continue receiving the same replies from Tony Martin, their product specialist, as if he just copies the previous one, including an absurd suggestion to use EndNote 9.