thank you. Although I feel sorry for Chris if he is the only tech support technician in the United States. This means that I understand the long wait for someone to answer the phone or return calls, but I think Humanware can give Chris some knowledgeable assistants and someone to man the phones and take messages.
> ----- Original Message ----- >From: "DAVID TROTT" <[EMAIL PROTECTED] >To: "'Braillenote List'" <[email protected] >Date: Tue, 23 Aug 2005 21:53:14 -0500 >Subject: RE: [Braillenote] Tech Support<[EMAIL PROTECTED] >While the list may be only a small portion of the braille note family of >users it is important to know when tech support and repairs is needed it >should be handled in a timely and courteous manner. I have been of several >people in Alabama who were unhappy with service and support, and none of >them were on the list. It still didn't hit home until I myself was a victim. >You have a responsibility to the consumers of the product to provide >accurate tech support and timely service, especially when you are the sole >provider. >Access technology is expensive and getting it takes time, so when you >acquire what ever access technology you choose, along with that large price >tag should come the reasonable expectation that the service after the sale >will be their. >David >-----Original Message----- >From: [EMAIL PROTECTED] >[mailto:[EMAIL PROTECTED] On Behalf Of >[EMAIL PROTECTED] >Sent: Tuesday, August 23, 2005 5:19 PM >To: Braillenote List >Subject: Re: [Braillenote] Tech Support >Hello Nancy and list members, >While I am no longer directly involved in managing our technical support >department, I would like to comment on the recent messages on the list >relating to HumanWare tech support. >One danger of open email discussion lists is they tent to paint an often >inaccurate picture, colored by what is often a very small sector of overall >customers, as well as the tendency for negative comments to be quickly >echoed while positive reports often go unheard. As Jonathan Mosen has >stated many times in the past, the BrailleNote list is in fact a very small >representation of our world-wide customer base. >HumanWare's US technical support department currently has two full-time >employees, each located in different time zones to maximize our hours of >availability and service. Although due to recent circumstances we have >been understaffed in this department, this is no longer the case. In >addition to our full-time staff, HumanWare USA also works with a team of >remote technical and training consultants who provide additional coverage >and service when needed. Humanware USA is always looking to expand this >team with additional qualified individuals. Anyone interested is always >welcome to contact either myself or our Service and Support Manager. >There is an escalation path for any US customers who are not receiving >timely or satisfactory technical support service. Our Service and Support >Manager's contact information is: >Karen Lincoln >E-mail: [EMAIL PROTECTED] >Phone: 800-722-3393 Ext. 229 >HumanWare welcomes and greatly values all customer feedback, and continues >to strive to provide quality and timely support and service to our >customers. The vibrant community of BrailleNote users partially >represented on this email list are an excellent resource and are highly >valued by the company. The countless hours of donated time and assistance >offered by many on the list certainly does not go unnoticed, and in fact is >very much appreciated. >Regards, >Matthew Janusauskas >Blindness Product Specialist >HumanWare USA, Inc. >656 N. Kennedy Drive >Kankakee, IL 60901 >Phone: (800) 722-3393 Ext. 204 >Fax: (815) 939-3194 >E-mail: [EMAIL PROTECTED] >(Pulse Data and VisuAide have recently merged to form "HumanWare". For >more details visit our website) >http://www.humanware.com > nancy ungar > <[EMAIL PROTECTED] > .net> To > Sent by: Pulse Data > braillenote-bounc <[email protected] > [EMAIL PROTECTED] cc > .com > Subject > [Braillenote] Tech Support > 08/22/2005 10:11 > PM > > Please respond to > Braillenote List > <[EMAIL PROTECTED] > .humanware.com > >Hi. As Rhonda said, it's great when tech support calls people back, and >it's happened to me very rarely. When you get them, most of them try to >help, but not everyone wants to peruse a list and not everyone is on this >list. It would be interesting if Pulse Data would post a company directory >on their website and let us know who works in tech support. It's possible >tech support is overwhelmed, but that should tell Pulse Data something. >Don't ignore people like Keith Bundy or Rhonda Clark who deserve to be >paid, because they help on a volunteer basis on this list. Why not have >tech support for 12 hours like the competition, or at least have tech >support hours a couple evenings a week for a few hours. These products are >getting more and more complex and the manual and the list can't always >address some issues. >I think I've lost some cells and can't wait to get this darn thing back for >the transplant. I have a braille display 18 with 6.11. Based on what I've >observed, I can't believe this company can't find a few more part-time >techies to pick up the slack. I know companies are cutting back, but you >get my drift. I believe Matt S. is in charge of tech support. Please say >something to the list, Matt, unless I have the wrong person. Thanks. Let >some of these excellent people help tech support, not just the list. >Nancy >___ >To leave the BrailleNote list, send a blank message to >[EMAIL PROTECTED] >To view the list archives or change your preferences, visit >http://list.humanware.com/mailman/listinfo/braillenote >___ >To leave the BrailleNote list, send a blank message to >[EMAIL PROTECTED] >To view the list archives or change your preferences, visit >http://list.humanware.com/mailman/listinfo/braillenote >___ >To leave the BrailleNote list, send a blank message to >[EMAIL PROTECTED] >To view the list archives or change your preferences, visit >http://list.humanware.com/mailman/listinfo/braillenote
