Hi,
Frankly, Humanware would do well to put a process in place to let people
know what's getting repaired and when repaired units get shipped back to the
customer. I buttonholed Mike Gibson and talked with him after the user group
meeting at the CSUN conference. Although he acknowledged that something
clearly had to be done about the situation, he was vague about details of
the process and when it would be implemented, which didn't give me a high
degree of confidence that Humanware is committed to doing it.
Tom
----- Original Message -----
From: "Evelyn Weckerly" <[EMAIL PROTECTED]>
To: "Powers, Terry (NIH/OD/DEAS) [E]" <[EMAIL PROTECTED]>
Cc: <[email protected]>
Sent: Monday, March 26, 2007 7:59 AM
Subject: RE: [Braillenote] About those repairs:
Hi, All,
I have been reading this thread and have decided to jump in. I hae had to
send a unit twice to HW--once for transplant and then for some work while
still under warranty. Except for failure to notify me when the unit was on
its way back the last time I needed service, I have been satisfied
overall. However, no email notice of impending return caused incovenience
because the unit arrived when I was not home. What if I had gone out of
town for a week or so? Then it would have been sent back to California.
Result? There would have been mor4e shipping, more potential for damage or
loss, more expense.
Email notice should be automatic and request for email address should be
automatic when we call for an RMA number.
Print and Braille invoices detailing exactly what was done and exactly
what each item cost (if not under warranty) should also be automatic.
Print is necesary in case there are problems during the warranty period.
This is stand industry practice everywhere else. If I send my CD player
back to the manufacturer for repair (I have done that twice in 21 years),
it comes back with full details of what was done and the cost. No sighted
person would be happy with anything less. Why should we be treated with
any less respect. So what if I don't understand everything on the invoice!
One time, all I understood on a repair invoice was "restored to factory
specs". When I later let someone see it who knew all that stuff involving
my FM tuner in this case, he said that the company had practically rebuilt
it. If someone comes to my home to repair an appliance, I get a detailed
invoice.
Finally, I think all adaptive technology companies serving us, whether
with hardware or software, need to realize that top drawer reliability of
products and top drawer customer service and tech support are going to
result in very fierce loyalty among us and lots of word of mouth
recommendations. In other words, these things pay off ultimately though
expensive sometimes.
I bought my BN from Roger Behm, whom many on this list know. I have since
had the transplant and have done other business with Roger. He is highly
supportive and is verry careful about invoices and shipping notification.
Now I buy from him unhesitatingly. This is not meant to be critical of HW
but rather, to urge the company to make certain procedures as automated as
possible to that they always happen when repair requests come in. I'm a
very happy owner of my BN and its accessories!
Cordially,
Evelyn
At 06:50 AM 3/26/2007, you wrote:
Good one Brenda!
That is why I got my unit sent to my office. I told others it was
coming, so if I was not there, someone else could sign for me. Also I
would love a hard Braille copy of my repair slip or have it put on the
machine. I think hard copy Braille would be a lot easier for HW and I
think it is not much to ask for since they have it on the computer. All
they have to do is send it to an embosser and bingo, our wishes are met.
Terry Powers
-----Original Message-----
From: Brenda Mueller [mailto:[EMAIL PROTECTED]
Sent: Tuesday, March 20, 2007 8:32 PM
To: [email protected]
Subject: [Braillenote] About those repairs:
Actually, I usually specify how things should be shipped and ask
the company when it will arrive. If I stay home that day and the
product doesn't arrive, why oh why doesn't Humanware know? I once
ordered something from what is now Freedom Scientific. It had
been ordered overnight air, and I had paid the extra. When I
called the customer service department, the representative
tracked my order, found its tracking number, contacted UPS and
told UPS to get that order to my house in no uncertain terms.
Everyone knows a business has more power over UPS than residence.
If the order is taken, the representative can tell that person to
look in that folder for how the system was repaired. I, for one,
am sick and tired of companies who are supposed to serve the
blind just throwing printed sheets into that box. The blind
aren't that good at print. I'd suggest that those companies use
resources available to them to communicate directly with the
blind customer. After all, who is paying the salaries in that
company? The blind. If you don't see my point, form a company and
send all your documentation to the sighties in braille. What do
you think would happen? Well, why should the blind have to put up
with lack of information when there's an easy way to get it to
them?Why do those companies assume that all blind people have to
do is stay home and wait? We have lives, too.
Brenda Mueller
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