I think it is unfortunate that incorrect information was received in this case. However, I would much rather have a working product that I waited for, than a rushed product that had to be returned. Having said that, there must be a huge waiting list. My fiancé contacted Humanware last October to add a Braillenote Classic to the transplant list. At that time, she was told by Humanware that the unit would probably be called in sometime during November. As of April 13, this has not happened. So, I don't think there is any question, the waiting list is huge.
-----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sharon Campbell Sent: Thursday, April 13, 2006 3:59 PM To: [email protected] Subject: [Braillenote] Re: lack of response 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!! ___ 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
