Hi,
Can you please tell me who Roger Behm is? Is he a Humanware
representative or something? He sure seems to have a loyal
following. (grin)
Nikki B.
----- Original Message -----
From: "Powers, Terry \(NIH/OD/DEAS\) [E]"
<[EMAIL PROTECTED]
To: "Evelyn Weckerly" <[EMAIL PROTECTED]
Date sent: Mon, 26 Mar 2007 11:21:52 -0400
Subject: RE: [Braillenote] About those repairs:
Hi Evelyn and others;
Good message. I also went through Roger Behm to get my
transplant. He
really cares about his customers.
Terry Powers
________________________________
From: Evelyn Weckerly [mailto:[EMAIL PROTECTED]
Sent: Monday, March 26, 2007 11:00 AM
To: Powers, Terry (NIH/OD/DEAS) [E]
Cc: [email protected]
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]
<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
___
Replies to this message will go directly to the sender.
If your reply would be useful to the list, please send a
copy to the list as well.
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
___
Replies to this message will go directly to the sender.
If your reply would be useful to the list, please send a
copy to the list as well.
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
___
Replies to this message will go directly to the sender.
If your reply would be useful to the list, please send a
copy to the list as well.
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
___
Replies to this message will go directly to the sender.
If your reply would be useful to the list, please send a
copy to the list as well.
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
