Hi everyone,
I wrote to Jonathan and this is his response. My letter is below his. I
thought those as you inthe US would like to see it.
Allison
---- Original Message ------
From: [EMAIL PROTECTED]
Subject: Re: Total confusion
Date: Wed, 2 Feb 2005 15:01:13 +1300
Hi Allison, thanks for getting in touch.
I hear your frustration and want to apologise to you for the time you've
had to take in resolving the matter of your 5.1 Compact Flash card.
Firstly, let me assure you that when you receive 6.1 has no bearing on what
you do with the 5.1 CF card. The first 6.1 upgrades left New Zealand today,
and over the next few weeks we'll be shipping them out of here as quickly
as we can produce them.
In a genuine attempt to provide quality customer service, it appears that
some confusion has been created and we all regret that. I am copying Phil
Rance who is currently acting as President of Pulse Data Humanware on our
correspondence. I know he is keen to ensure we learn from this experience.
On a more positive note, I am pleased that you have noted improvements in
technical support, and I appreciate that positive feedback. All the best.
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]
www.pulsedata.com
"Allison Carter"
<[EMAIL PROTECTED]
et.net> To
<[EMAIL PROTECTED]
02/02/2005 02:25 cc
p.m.
Subject
Total confusion
Hi Jonathan,
I'd be writing this to Humanware, if there Website was up, but apparently
because of the merger, it isn't.' I'm writing to you because you're the
marketing person for Pulsedata and Humanware is a subsidiary.
today I got a CF card, and at first I thought it was 6.1 and of course I
was thrilled. Then I found it was 5.1 and I called tech support to find
out what was going on. That's when my nightmare started and it just kept
getting worse. The person at tech support told me they'd sent me the wrong
one and they'd overnight 6.1 to me. Then after reading on the list that
other people had been sent 5.1 by accident and no one had gotten 6.1 yet, I
called back. I got the same person in tech support who said someone
from customer service should have called me and there was a discrepancy
about my SMA, which I'd paid for and had an invoice for. when she
transferred me to customer service, no one knew what I was talking about
and they said none of them had talked to her. They told me to send back
the CF card I'd received, because I wouldn't get my 6.1 until I did. I
told them that I hadn't asked for it, and that tech support had told me to
keep it. They finally found out who she'd talked to, reluctantly said I
could keep it, since she'd told me I could and that 6.1 wasn't even here
yet but that I'd get it when it was.
I spent most of the morning on the phone and every person there gave me a
different answer. I've heard this from others on the list and as you've no
doubt seen, others have been sent 5.1 CF cards by mistake. I have no idea
what's going on there, but because they're a subsidiary of Pulsedata and we
in the US have no choice but to deal with them, it gives Pulsedata a bad
name, deserved or not. I won't even go into how bad tech support has been
over the last few months. That seems to be getting better, and it
certainly needs to.
I don't know if you can do anything about any of this, but felt you should
know about it. Feel free to pass it on to whoever you feel needs to see
it.
I love my BN and can't imagine life without it, but Humanware needs to get
it's act together.
Allison
