Hi, Terry,
Roger is out of town at the moment. I'll leave it to him to tell you
why he was not at convention, and I hope he will. It's a wonderful reason!
Evelyn
At 10:51 AM 8/3/2006, you wrote:
Hi Mary and Others;
Just like the days when I was training on a Braille mate and did not
have a good teacher. Then we found errors in the manual. It made me
just give up. At that time, I had not even been asked what device I
wanted. It just came with my new computer, or you might say, it was
dumped on me. I think they were trying to get rid of them.
It is just sitting...
I love my M-power and the logic behind it. I am thankful for the choice
to use menus or letters. Menues cuts down on what commands I have to
memorize. Those out there, with memory problems, I am sure will know
what I am talking about.
I have not had any problems with customer service, but I have only used
them 2 or 3 times. A tole free number sounds like a great idea.
Three chears for Humanware and also Roger Bemm!
Where are you Roger. You have been rather quiet, lately.
Did not find you at convention. Miss you!
Terry Powers
-----Original Message-----
From: Mary Ward [mailto:[EMAIL PROTECTED]
Sent: Thursday, August 03, 2006 12:13 AM
To: 'Braillenote List'
Subject: RE: [Braillenote] Disappointed with Humanware Tech Support
Richard:
I wonder if articles about our problems with bad tech support could be
published in consumer publications like Braille Monitor and Braille
Forum, also by AFB publications.
A few years ago, I remember there was an article in the Braille Monitor
about companies who sold very expensive Braille displays, Braille
note-takers and Braille embossers but didn't provide any Braille
documentation for their products. There were a few companies that did
provide Braille documentation, but the quality of the Braille was so bad
that it was almost as if they were thumbing their noses at us.
Suddenly, after this article, these companies decided that Braille
documentation was important after all.
I don't remember the year or month of this article, but I remember its
effect.
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Richard
Ring
Sent: Wednesday, August 02, 2006 2:51 PM
To: Braillenote List
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
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