actually, Katie is the person who takes service calls when your device requires repairs. Then, she gives you the MRA number so you can identify your device if necessary.
> ----- Original Message ----- >From: Jane Jordan <[EMAIL PROTECTED] >To: Braillenote List <[email protected] >Date: Wed, 24 Aug 2005 09:29:43 -0500 >Subject: RE: [Braillenote]TechSupport<[EMAIL PROTECTED] > 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 >___ >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
