Maybe I'll forward all these comments to Humanware Support, unless anyone
has an objection. I was told that if support got enough comments, perhaps
they would change their policy. I've also written to Maurice, who forwarded
my private message to him to the new product manager to the BrailleNote
family of products, Lucia Gomez. So maybe if Humanware hears enough
frustration among its customers, they will go back to the old way of
providing alternative types of downloads for the upgrade. I think Humanware
really wants us to have the upgrades to a product they've worked hard on and
on which we've spent good money. But I'm concerned about their lack of
awareness of how we need to get the upgrades and our frustration when what
they seem to think is adequate isn't. It suggests that they're unaware of
their customers' needs.
Peggy
http://kernsac.livejournal.com
http://facebook.com/kernsac
----- Original Message -----
From: "frank M. Hernandez" <[email protected]>
To: "Peggy Kern" <[email protected]>
Cc: "Maurice Sloane" <[email protected]>; "Frank Hernandez"
<[email protected]>; "Bn List"
<[email protected]>
Sent: Monday, January 25, 2010 6:53 PM
Subject: re: Very Angry at Humanware's change in the way upgrades are
provided
Dear Peggy,
I've NOT been able to down load the file and lord knows I have tried.
I'm not a PC user nor do I have access to a PC so I seem to be stuck.
I called tech support and they assured me that the upgrade could be down
loaded using my less than a month old Apex.
After that failed "several times!" I called tech support again but they
could not help me either.
I feel abused, neglected and used by Humanware!!! I jumped at the
opportunity to buy an APEX the moment I received the notice, never did I
think that after receiving my hard earned cash, Humanware would give me
the cold shoulder.
I've been so frustrated and I'm considering changing products. Yes, the
APEX does meet my needs, but if I can't get upgrades, how useful will this
APEX be for me?
I don't feel it's fair that a company who's in the specialized equipment
field should make us, the end user jump through hoops to get the upgrades
we need to make our machines run better.
I'm disappointed and will not be promoting the APEX to my students here
in the US, my colleagues over seas and I've already directed a school in
Mexico else where.
Frank M. Hernandez.
Tucson Arizona.
----- Original Message -----
From: "Peggy Kern" <[email protected]
To: "Braillenote" <[email protected]
Date sent: Mon, 25 Jan 2010 18:23:05 -0800
Subject: [Braillenote] Very Angry at Humanware's change in the way
upgradesare provided
Hi, all. I'm really angry at the moment at what appears to be a change in
the way Humanware provides upgrades for BrailleNotes, or maybe it's just a
change in the way they provide them for the Apex.
I don't know how many old-timers we have on the list. When Humanware
first
created the downloadable upgrades for its BrailleNote products, there were
a
couple of us who couldn't download them in the format on the website. We
tried everything: turning off firewalls, changing settings, having people
try to send them to us via Sendspace, you name it, but no go. Humanware
responded to this by putting up a .zip version of that upgrade, and of all
future upgrades, which made us able to keep our products up-to-date.
Recently we had an upgrade to the Apex, and surprise! there was no .zip
file. I thought at first this might have been an oversight, but just
received word tonight from a Humanware person that, from what they're
hearing, there won't be a .zip copy put up on the web. This person is
going
to see what can be done to get me a .zip copy of the file, which will be
wonderful. But what about future upgrades? If, for whatever reason, my
Internet provider or whatever it is won't let these types of files come
through, does that mean I won't be able to upgrade my Apex? .zip files
are
a common file type, so I don't understand why it should be so difficult to
provide .zip versions of upgrades like they used to with the mPower.
I'm not new to downloading files from the net or upgrading software. I've
upgraded Sendero products and GPS maps (which have been .zip files), as
well
as many other programs. The only files I've ever had problems downloading
are the upgrades for the BrailleNote that aren't in .zip format.
The Humanware employee I communicated with told me that if several people
were having this problem, they might be able to get this changed. So I
wonder two things.: Why does it have to be several people who have this
problem before it will be changed? How hard is it to zip up a file and
put
it up? Humanware did it in the past when there were just two of us who
couldn't get the upgrades. How many people will have to have this problem
in order to get the alternative format?
But since they're wondering if there are other people with this problem,
the
other thing I'm wondering is --- are there? I don't know if the other
lady
who had problems with upgrades is still on the list. It seems to me I
remember someone just recently having a problem downloading the Apex
upgrade. Whoever you are, did you eventually get it downloaded?
Any suggestions or input anyone has will be greatly appreciated. And if
anyone has thoughts on things that may make the upgrade downloadable by my
system, I'd love to hear them, though most likely I've already done them,
as
it's been this way for years.
In the meantime, I'll hope that Humanware reconsiders its no-.zip policy,
and that it demonstrates the kind of concern for its customers that it
used
to show, which made several of us long-time customers.
Peggy <trying to calm down
http://kernsac.livejournal.com
http://facebook.com/kernsac
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,
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http://www.eset.com
__________ Information from ESET NOD32 Antivirus, version of virus signature
database 4805 (20100125) __________
The message was checked by ESET NOD32 Antivirus.
http://www.eset.com
___
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
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