David, these are generalizations. when I call tech support, I am not angry or upset. I am curious as to how we can solve a problem and I always thank them when I am done. So how can this be a thankless job? so speak for yourself not for me. thank you. Isaac
On Wed, 24 Aug 2005, DAVID TROTT wrote: > I am happy to hear that, because at this point you are one of the few. > However let me go on to say the role of a tech support person is a thankless > job, because when a person usually calls in to tech support they generally > have a problem that they can't solve so they aren't in a good frame of mind. > Also the Human Ware is to be commended for the best help system of any > note-taker. > David > > -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Sarai > Sent: Wednesday, August 24, 2005 12:19 AM > To: 'Braillenote List' > Subject: RE: [Braillenote] Tech Support > > Okay, > I have to say personally I have had no teck support problems and I'm > from Al. > > -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of DAVID TROTT > Sent: Tuesday, August 23, 2005 9:53 PM > To: 'Braillenote List' > Subject: RE: [Braillenote] Tech Support > > > 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 > > > ___ > 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 > >
