Dear PDI Staff, Maybe I shouldn't send these messages to the list. I'm not sure who to direct them too specifically at PDI.
I sent my unit in for repair on August 20. It arrived in Concord, CA August 23 because overnight shipping from Guam equals three days. I know it was at least 5 business days before my unit was even looked at. It was returned to me on September 13. I know part of the reason for the delay in sending it back was partly due to the Labor Day holiday and my request to have a new battery installed. When I got it back I noticed one outhe dots in one of the Braille cells was not functioning. So I sent it back leaving here on Sept. 15. The lady in the service department was very understanding and said PDI will credit my account for the amount I paid to ship it back for the second time. She also tried to get DHL to pick up my unit but they didn't really understand anything about Guam so I mailed it myself from the post office. Also both times it was shipped back to me PDI covered the shipping cost. My unit was returned to me a second time on Sept. 27. Here are some suggestions I have for PDI. 1. I really think you need more people in your repair department or tech support basically whoever is in charge of looking at the units. 2. When the units are returned it would be nice to have an explanation in Braille if that's the consumer's reading medium of choice of what was wrong (the unit and what was done to repair it. Perhaps if possible include suggestions on how this problem could be prevented in the future. 3. I know this has been discussed before but some type of loaner program seriously needs to be considered and put into place. Maybe the consumer can pay some fee for having the Braillenote on loan. This of course should extend to the VN users and the users of the PK. 4. I think PDI needs to look at why people's units are being sent in for repair. Are some of the units having the same problem that needs to be fixed? Perhaps there is an issue within the BN that needs to be fixed? The first time I sent my BN to be repaired in August my RMA number was 9972. When it went back a second time the RMA number was 10077. This tells me something that PDI must get a lot of units in quite quickly unless I'm not understanding the RMA numbering system correctly. I'm not angry at Pdi. I just wanted to share my concerns. PDI did a lot of things right in this bizarre situation. My unit functions fine now. Thank you for your time and your assistance. Lisa
