Hi all, I have been away and out of e-mail contact for the last week, otherwise I would have responded to some of the misinformed speculation sooner on the question of BrailleNote repairs.
Firstly, the nature of e-mail lists like this one is such that people tend to post when they have a complaint or concern. That's fine, we are proud to be a company that runs our own list monitored by staff as a commitment to customer service. But the down side of a list like this is that people get a very skewed perspective on the products. At Pulse Data, we take reliability very seriously. I'm a user of the BrailleNote myself and I know what an inconvenience it is when you have to be without this essential piece of technology. Keep in mind that there are many many thousands of BrailleNotes and VoiceNotes out there. We would love to produce units that never fail, but that is of course an unrealistic dream. What is really good though is that every month, our quality assurance folk produce for me a report on BrailleNote repairs. If there is a common issue that comes up time and again, we investigate further and seek to address it. This aggressive plan has seen failure rates drop dramatically over the time that the BrailleNote has been on he market. This is, of course, no consolation when an issue happens to you. But people reading this list may be left with the impression that somehow units are breaking all over the place or that they are shipped back in an unfit state. This is absolutely not the case about 98% of the time. We ship many units, either as new or after servicing, and we hardly ever get a complaint about damage. Often, that damage may be the result of the way it has been handled in transit, which is out of our control. We are deeply committed to customer satisfaction, and the best way to get an issue resolved that relates to any concerns you have as a customer is to contact me or someone from your local Pulse Data office. This list is intended for support and questions and answers about using the BrailleNote family. Lists are typically a difficult medium to resolve unique customer issues, but we are very keen to resolve them. Only a few hundred of our thousands of satisfied customers are on this list, but I can assure you that our quality rate is high and we will strive to give you the best possible user experience. Jonathan Mosen Blindness 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
