We are sending the message we received go Greg Browne at
Ghumanware after sending an email with our legitimate concerns to
Humanware. The first reason we are sending this to the list is
that before we sent our Classic in for transplant, we were
informed there wasn't a waiting list. Now, we're told they are
hiring more techs, because the backup is so great.
---- Original Message ------
From: [EMAIL PROTECTED]
Subject: Re: lack of response
Date: Thu, 13 Apr 2006 11:00:18 -0700
Mr. & Mrs. Campbell:
The unit did not go as planned due to, yet again, battery issues.
While it
passed our tests, the manufacturer recently included its battery
in the
range of batteries that may have problems. Katie was unaware of
that with
her initial call. However, it will leave overnight today. Karen
Lincoln
will e-mail you the tracking data later today. I apologize that
someone
did not call you back to explain the latest delay.
Yes, we have had it for 22 days which is far longer than we want
to be
holding customer units. Two things have contributed to the
delay: 1) an
overwhelmingly positive response to the transplant option which
has
increased our repair volume and 2) unforeseen ongoing battery
problems. We
are dealing with the first issue by hiring additional service
technicians
to work on units. The second issue is being taken very seriously
by the
New Zealand manufacturer. In the meantime, we are swapping out
bad
batteries with good batteries as fast as we can. However, we are
running
additional tests to be sure a battery is good before we send it.
While we
have had your unit for 22 days, given the level of testing we are
performing, we can ensure the unit will work. We did not feel it
appropriate to turn your unit, or any customer's unit, around in
half that
time knowing that the battery could be an issue. We have erred
on the side
of taking too long simply to ensure that your unit does not
experience a
battery issue. I will take the blame for delaying your unit but
I am
comfortable that it will work when you get it.
I assure you that our phone lines are not conveniently down. In
fact, it
is rather inconvenient for our customers, our employees and other
businesses we have a relationship with. Not being able to take
calls means
not just that our customers can't get through to inquire about
their repair
but also can't get through to place new orders. Being unable to
do
business because of lost phone calls is not an ideal situation
and
definately not one of our making. Our IT staff is working
overtime with
the phone system vendor to get us up and running as soon as
possible.
Dean's death was an unfortunate and unexpected event. While we
are all
saddened by it, we are unable to attend his funeral in Auckland
although
many of us who worked with him would like to be there. So
unfortunately
taking time off to show our respect for our co-worker won't
happen.
However, I assure you that Dean knew all too well and was as
frustrated by
the battery issue as both you and me. Dean will definately be
missed.
Thank you for your condolences.
Regards,
Greg Brown
Gregory M. Brown
Chief Operating Officer
HumanWare USA, Inc.
175 Mason Circle
Concord, CA 94520
(800) 722-3393
Sharon Campbell
<smileycampbells@
rrv.net> (By way
To
of Katie Rovere
[EMAIL PROTECTED]
<[EMAIL PROTECTED]
nware.com)
cc
Karen Lincoln
04/13/2006 10:41
<[EMAIL PROTECTED]>, Greg
AM Brown
<[EMAIL PROTECTED]
Subject
lack of response
Charles and Sharon Campbell
107 First St.
Shelly MN 56581
218-886-8990
We sent our Classic: Serial number 13375, in to be transplanted
to an Mpower. You people have had it for 22 days. Supposedly,
there were some test issues, issues that were never explained
except for the battery.
On Monday, April 10, Katie told us that, because we had been
without our equipment so long, it was going to be shipped out the
next day, Tuesday, April 11, and shipped overnight. This meant
we should have had it Yesterday, Wednesday, April 12. Well, it
didn't happen. Now conviently, your phone lines are down. Are
you there? Are you taking time off because of Dean's death? Dean
deserves a lot of respect, but we can't even think he would
condone this!!
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