Okay, Keep in mind that things break. It happens to every thing. Yes, its more frustrating for us because we all depend on our technology more than the average sighted person. We do have to remember that the people behind the product are human and doing the best they can. Keep in mind this is coming from a person who has lost all data bases at the moment.
-----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of DAVID TROTT Sent: Wednesday, August 24, 2005 11:22 AM To: 'Braillenote List' Subject: RE: [Braillenote] Tech Support You are taking my statement in the wrong context, I am saying that if your product lets you down in a stressful situation, such as a class at a speaking engagement, etc that people are normally angry that they have spent the large sum of money that they have and the product is not functioning as it should. Again I am not speculating I have seen this happen on numerous occasions. If you can live with products less than six months old going out, and no parts available that's great but those of us who use them in our jobs every day have a reasonable expectation that we will receive better than what we are getting today. I hope that Human Ware will take a long hard look at the complaint they are getting and at least follow up on them in a timely manner, but at this time this is not the case. Yes we should be proud that we have a company that has a great product, however we must also be realistic that if parts are not in the United States to fix these products when they are defective then it is no longer a great product. David -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Isaac Obie Sent: Wednesday, August 24, 2005 7:03 AM To: Braillenote List Subject: RE: [Braillenote] Tech Support 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 > > ___ 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
