Hi Paul. Human nature is such that people are more likely to complain when something isn't working than they are to praise the fact that it is. In my own case for example, I've had my BrailleNote for three years and haven't needed to send it back other than when I had the hardware upgraded.
Certainly we don't have a 0% failure rate which is everyone's goal, although that's not realistic. Our failure rate however has been getting better significantly over the years. Our own situation is no different from any other electronics company, where people form an impression of a company's products in terms of reliability and once formed, that impression is rather hard to shake. However, we continue to monitor for any issues that recur frequently, and where we see a pattern, investigate alternative components or methods. Jonathan Mosen BrailleNote Product Marketing Manager Pulse Data International Ltd DDI: +64-3-373-6192 Fax: +64-3-384 4933 Mobile: +64-21 466 736 Email: [EMAIL PROTECTED] Internet: www.pulsedata.com
