Hello David, Thank you for providing your specific experience with HumanWare. While we try to be "timely and courteous" in all that we do, it is unfortunate that sometimes we may fall short of our own standards for a variety of reasons. As our name suggests, we are also "human". That being said, I have spoken to the Service Manager about your specific situation and I am satisfied that at this point, we are doing all we can to rectify the situation. Unfortunately, this still may not be quick enough for you and I know all too well that any time I am without a fully functional Braillenote is too long. The BrailleNote is a technology product and sometimes technology fails us for a variety of reasons. I'm sorry your interactions with HumanWare have left you feeling disappointed but I assure you we take our responsibility to our customers very seriously. Despite your current dissatisfaction, I know both the Service Department and your local sales representative, Sonja Homan, are still actively working on a solution for you. While I appreciate it is difficult, please continue to be patient and we will resolve your issue as quickly as possible.
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 "DAVID TROTT" <[EMAIL PROTECTED] .net> To Sent by: "'Braillenote List'" braillenote-bounc <[email protected]> [EMAIL PROTECTED] cc .com Subject RE: [Braillenote] Tech Support 08/23/2005 09:53 PM Please respond to Braillenote List <[EMAIL PROTECTED] .humanware.com> 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
