Hi,
I work for a rehab company and in my experience with Humanware the
fault is usually with the rehab counselor, not Humanware. If the
counselor doesn't get the paperwork in, Humanware cannot do their job.
Granted, you should not have been told that your machine was being
worked on when it wasn't.
However, I sent a unit in for repair and because my agency did the
proper paperwork, my unit was back in less than 10 days.
You don't mention in your note if you made sure that your counselor
had sent in the purchase order.
If they did and Humanware then messed up, you have every right to be angry.
I hope it gets worked out in time for your training. I know how
crazy making it is to try and function without necessary equipment.
Best of luck,
Richard
on 09:40 PM 8/18/2006 precious delight wrote:
I am extremely concerned about what is going on with Humanware.
On August 2, 2006, I got an RMA number so that I could send my
BrailleNote in. I needed a battery replacement, and my Flash
Drive replaced. I asked how much it would cost, and was given a
ballpark estimate. I explained that I would be beginning
training on August 31, and would need to make sure my BrailleNote
would be ready. I was assured that the turn-around time was from
seven to ten days. I gave the name of my rehab counselor who is
paying for these repairs.
On Tuesday, August 15, I contacted Humanware to find out how
things were progressing. I spoke with Gabe. He told me that my
BrailleNote was being serviced as we spoke. I asked him if he
could give me an approximation as to when I would receive my
machine. I was advised to call back on Friday, August 19.
I called Humanware Repair, 1-925-680-7100, only to discover that
number no longer works for repair. You get Customer Service, and
if you want Tech Support, you are invited to hang up and call the
925 number. I spoke with Gabe again. First, he couldn't even
find my paperwork. After being on hold for several minutes, he
informed me that my machine wasn't being worked on, because
Humanware hadn't received payment. What did I just say? My head
was swimming after this conversation.
What is going on with this company, and why is nothing done to
stop people from being screwed over? I can tell you, I'm not the
first. How many people are letting these things go, and saying
nothing? I need my equipment to do my job.
Don't make calls for me, and try to fix it. These things
shouldn't be happening at all. I am very angry right now, and
wouldn't recommend this company to anyone.
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