I think that frustration is the key here. If I need a product to perform and it is not, and I have a deadline to meet I'm gonna be frustrated. If I am frustrated enough, it is possible that my technical support experience will not be as fruitful as it might be. I would never want to work for a company in that capacity, but how well tech support is judge usually depends upon the problem and its resolution. No one, for example, wants to have to return a product for service if it can be avoided. The problem here is that the company has grown and continues to do so, and there is only one place in the U.S. where the products can be repaired. And, if you don't live on the west coast, you will wait for repairs. I personally get frustrated with tech support people when they take you through all of the obvious steps and simply assume that you wouldn't have tried them. Yet, to be fair, there is no other thing they can do.
-----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
