I've had nothing but problems with Freedom Scientific and I wouldn't
recommend them to anyone!
I'm going to call HW and find out if they say the same thing to me--that I
can't renew my service contract.
If I decide to leave HumanWare, I'll go to GW Micro.
Ever since HW was takenover by Jolliet, or whatever their name is, customer
service has gone downhill.
Terri Amateur Radio call sign KF6CA.
----- Original Message -----
From: "Earlene Hughes" <[EMAIL PROTECTED]>
To: <[email protected]>
Sent: Wednesday, December 05, 2007 5:22 PM
Subject: [Braillenote] What is happening to Humanware?
Hello all,
I don't often have time to post to this list, and, perhaps this subject
has already been visited here. If so, please accept my appology.
I want to share with you, what I found out from a Humanware Customer
Service representative, just in case others do not know about a recent
policy change which applies to BrailleNote Empower units that were
transplanted with the older braille cells.
Today is the day when my service contract should be renewed for another
year. I called Humanware and was connected to Customer Service. I
confirmed my name, unit's serial number, and address with the
Representative. Then, to my surprise, she said that she had to put me on
hold for a minute. I couldn't imagine why, -- I knew my credit card would
be good, and I had not even given it to her yet! So, I waited patiently
for about 5 minutes until she returned. What she told me caught me
completely by surprise. She told me that I cannot renew my service
contract for the BrailleNote Empower that I have because under the
recently changed policy, Humanware is no longer making service contracts
available to those customers who have the older braille cells. Then, she
proceeded to tell me that I can get a credit of $2,200 if I want to
purchase a new unit that has the newer braille cells.
I responded that I had updated my brailleNote to a transplanted unit in
2006, and have always kept my service contract up to date since my
original purchase back in 2003.
To the best of my knowledge, I have not received a letter telling me that
no service contracts for my unit would be issued in the future.
Needless to say, I am very disappointed. This certainly is not the way
good customers should be treated.
What is happening to Humanware? Humanware owes its customers an
explanation. We have invested considerable amounts of money purchasing
and updating our hardware and software.
I have never had my credit card in hand, only to be told that I could not
complete the transaction that I was expecting to be able to make.
The 500 dollars that I would have spent renewing my service contract, will
now be spent on purchasing a new Pacmate. Will I be making another
mistake, I hope not. But in the considerable amount of time I have been
doing business with Freedom Scientific, formerly Henter Joyce, I have
never had a customer experience like I had this evening. I'm willing to
take that chance. Humanware, you just lost another customer. You can be
sure that I will not be recommending BrailleNote purchases to my clients,
or especially, to my friends.
To those of you on this list, thank you for listening.
I have enjoyed reading the many comments that have been posted here.
Best Wishes to all,
-- Earlene Hughes
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