Hi Cindy, Your interpretation that the list community is there "to filter out and solve simple issues without having to contact HW directly" is exactly what we had hoped when we originally set up the list, and it has worked magnificently so during the past 6 years. The level of collective expertise and experience will often surpass what we are able to promptly provide via our technical support channel and will often lead to a positive resolution 24/7 in just a few hours and sometimes in minutes.
However, sometimes due to the nature of the issue they are not able to be solved via the list community and it in these instances that we are recommending that you contact our support team directly. Our statement was purely to highlight the fact that we do not intimately monitor the list to identify such issues, and that requests for assistance from HumanWare should be made via our support channels. Maurice ________________________ Maurice Sloane New Zealand Sales & Support Consultant HumanWare <[EMAIL PROTECTED]> Sent by: [EMAIL PROTECTED] 03/10/2006 09:24 a.m. Please respond to Braillenote List <[email protected]> To Braillenote List <[email protected]> cc Subject Re: [Braillenote] Post from HumanWare to all BrailleNote List Members Maurice, This does clarify. The original message made it seem like we were not supposed to have any technical support via the list. But what you are saying is HW technical support not tech support in general. I consider the advice Rhonda and others provide to be technical support. They can often solve a problem or give better directions within hours to minutes of the request going out plus someone is usually on the list at any time of the day compared to HWs working hours. Also, the list is great at directing people when their problem really needs to be directed to HW. I really haven't seen any messages where someone thought they were directly receiving support on list from HW. There are messages that are directed to HW staff but an immediate response (other than that whole fiasco discussion of the moderator) was requested. Pesonally, I see the list as a way to filter out and solve simple issues without having to contact HW directly. I certainly wouldn't want to call HW for every little problem that I can't figure out. If I did, I would probably stop using my BN because of having to wait for HW to call me back to do anything would render the unit useless to me and I would stop using it because of frustration. This list functions like call a friend. If I don't know how to do something, I would pick up a phone and ask a friend if the manual didn't help. One complaint about the manual. I have found many instances where it will leave out an indepth explanation of piece of the directions. After the getting started chapter, it specifically tell you that you can go on to read any chapter or section. This however, does not seem to hold true. If you skip around, you miss information on how to get to a particular section or menu if you did not read all of the previous sections. I have found this to be true on at least three different occasions. It is at this point that I get on the list and explain what I want to do and what the documentation says and what I don't understand. Rarely, do I have to wait more than a few hours to get some kind of help. Okay, I will get back off my soapbox. It just really rubbed me the wrong way the way that message was worded that led me to believe I was going to have to give up all the valuable individuals that lend tech support to other users on this list. Cindy ----- Original Message ----- From: [EMAIL PROTECTED] Date: Monday, October 2, 2006 15:58 Subject: Re: [Braillenote] Post from HumanWare to all BrailleNote List Members To: Braillenote List <[email protected]> > Hi Rhonda, > > What we are saying is that people that subscribe to the > BrailleNote List > shouldn't expect that this is the primary means of obtaining > Technical and > Sales Support from the HumanWare Group. > > The list was established by HumanWare so that the BrailleNote > Users > community had a forum to exchange ideas, opinions, tips and > assist each > other by the sharing of the vast and excellent collective > information held > by the User community. List members such as yourself do an > amazing job of > disseminating your experience and knowledge through the list and > we > sincerely hope that you will all continue to provide this most > valuable > role. > > While our staff do monitor the list and attach great importance > to the > discussion thereon, we do not consider this our primarily > channels of > promptly responding to clients technical needs that are not > solved by the > list discussions. For this reason, we are requesting that > if users wish > to obtain technical or sales support from the HumanWare Group > their first > port of call should be to make contact with their local > HumanWare office > using the contacts provided in our post. > > I hope this clarifies the intention of our message. > > Regards > > Maurice > > > > > Rhonda Clark <[EMAIL PROTECTED]> > Sent by: [EMAIL PROTECTED] > 03/10/2006 08:19 a.m. > Please respond to > Braillenote List <[email protected]> > > > To > Braillenote List <[email protected]> > cc > > Subject > Re: [Braillenote] Post from HumanWare to all BrailleNote List Members > > > > > > > Hi Maurice: > > I am trying to figure out exactly what you were saying. > "BrailleNote List Members: > > >> There have been a number of discussions recently on the > BrailleNote list of which we would like to address." What > did I > miss here? You mentioned a "number of things" in your > message. > I'm trying to figure out what we should or shouldn't do. > I'm not > wanting to be difficult, I'd just like clarification. > > > ___ > 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 > ___ 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
