I will just add one other thing to this thread: Be careful how you
purchase. If you pay with a debit card, or a credit card, your purchase
may not come out for four months; how surprised you are then, when you
thought it was all straightened out. My advice would be to pay with a
check or money order. This probably applies to any company. The sad
part is when no one wants to straighten it out.
----- Original Message -----
From: "Richard Ring" <[EMAIL PROTECTED]
To: "Braillenote List" <[email protected]
Date: Wed, 2 Aug 2006 14:51:07 -0500
Subject: RE: [Braillenote] Disappointed with Humanware Tech
Support
First impressions mean a great deal.
I can tell you horror stories about every company in the
blindness
field. I have said it before, and I will say it again; if the
companies
who sell these products were in a mainstream business, they would
have
gone belly up a long time ago.
For the most part, none of them provide first class service, they
do not
provide first class customer support, and they do not seem the
least bit
interested in improving upon this. And now ladies and gentleman,
here's
the reason why. If you have purchased a Pac Mate, or a
Braillenote, it
is highly unlikely that you will suddenly be able to afford to
purchase
the other product. In other words, if you've had had a difficult
time
with Freedom Scientific, chances are you will not be able to
simply go
out and purchase a Braillenote. And the reverse is also true.
These
devices are too costly, and the majority of the purchases are
made by
state and Federal agencies in the United States and the companies
who
are not providing first class technical support and first class
repair
services don't have to change anything because people are still
purchasing their products. What is needed is some way to make
all of
the companies in this field feel that they are indeed
accountable. If a
car manufacturer produces bad cars, the news media are on it
like flies
on dead meat. Unfortunately, when we deal with products whose
total
market is probably less than one per cent of the population, that
isn't
going to happen. I am not damning or praising any particular
company
here, I am stating that in this man's opinion none of the
companies in
this field are providing either technical support and/or customer
service at a level that reflects much respect for their customer
base.
No one should be told that a call will be returned and then no
call is
ever received. I have also seen cases where individuals call a
company
and receive conflicting information. The only way I believe that
this
situation will ever change is if an independent group of
individuals
from state and Federal agencies and consumer organizations and
other
interested parties forms and attempts to monitor the kind of
service
that customers are receiving from these companies. Perhaps such
a watch
dog group could publish newsletters discussing the kind of
service
people are receiving. Without such a mechanism in place, we
always
receive second class service from all of the companies in this
field.
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of
Milissa
Garside
Sent: Wednesday, August 02, 2006 9:00 AM
To: Braillenote List
Subject: [Braillenote] Disappointed with Humanware Tech Support
Hi Everyone,
For those of you on the list who live in the united states, what
has
your
experience been with Humanware tech support? I have called tech
support
out
in California several times regarding a battery issue with my
voice note
MPower. Each time I have called, I have always been told either
by an
actual
person or by a recorded voice to leave a message and someone from
tech
support will get back to me. This method is all well and good
except
that a
humanware tech support person has never returned any of my calls.
Considering I have paid over 2000 dollars out of my own pocket
for my
MPower, not being able to get in touch with a tech support person
is
unacceptable! I hate to say this but, in terms of tech support,
Freedom
Scientific takes much better care of it's customers than
Humanware in
the
United States does. I have been more than happy with Humanware
in every
other aspect accept for tech support. It should not take me a
month and
a
half to get in touch with a tech support person.
For those of you who are part of humanware on this list, how can
I get
in
contact with a humanware tech support person? I suspect that my
MPower
is
going to need to be sent out for repair. I begin my fall
semester of
school
on September 5th. If in fact my MPower needs to be sent in for
repair, I
need to send it bakc very soon and need to have it back in my
hands by
Tuesday September 5th. Any help you can give to expidite this
process
would
me much appreciated.
Thank you.
Milissa
[EMAIL PROTECTED]
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