Actually, I talked to someone named Katie a couple of thisccccks ago--very nice lady. Jane
> ----- Original Message ----- >From: sammie clay <[EMAIL PROTECTED] >To: Braillenote List <[email protected] >Date: Wed, 24 Aug 2005 03:26:58 -0400 >Subject: RE: [Braillenote] TechSupport<[EMAIL PROTECTED] >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 >___ >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
