You are dead on Robert. I can't think of a single software company
outside of the accessibility software arena that I have dealt with
that would even be willing to take a look at one of their customer's
computers. Frankly, I think the offer to do so is generous enough in
itself. Most software companies will email or troubleshoot over the
phone, and some will chat or do remote access assistance, but that is
the limit. If those options don't solve your problems you are
generally SOL until the next update that might or might not fix your
issue or until you stumble upon a solution on your own. The fact that
GW Micro is willing to accept shipment of hardware that they did not
sell and to make sure that an issue is or is not something caused by
their product and fix it if it is is pretty impressive in both my
experience and my opinion. The fact that they will pay shipping even
one way is even more impressive. I dare, seriously dare, anyone who
thinks otherwise to ask this of Microsoft who have a bloody large
load more money than GW Micro. Being asked to pay for shipping and
insurance one way for a customer service that almost any other
company would not even offer, let alone pay one red cent towards for
shipping, insurance, or anything else is a pretty darned good
deal. Frankly, most software companies that would be willing to
actually take a look at a customer's computer either in the
customer's home or in their offices would in most cases want to
charge the same rates a computer store would for the extra effort
beyond telephone support. So, instead of charging $40 to $75 per hour
plus shipping both ways and insurance both ways, you get free
personal attention to your actual computer instead of just long
distance support, and you only have to pay for the shipping to GW
Micro and somehow this is corporate greed? Give me a break.
Chris
At 03:10 PM 3/18/2010, Robert Clark wrote:
Normal business practice. I hav epaid shipping one way many
times. I also have had free shipping both ways too, depending on
what the issue was. Maging comments like "they have more money than
I do" wont help any.
Without companies like FS, GW, AT&T, etc. where would we
be? Still living in the dark ages.
I have been told many times, "if its not our fault, the tab is
on you". So I make damn sure the fault is theirs before I commit.
And no, not all businesses operate the same way. Some go beyond
the call of duty while others fall short.
Quote of the nanosecond. . .
Man who run in front of car get tired.
--Man who run behind car get exhausted.
Robert & Dreamer Doll ke7nwn
E-mail-
[email protected]
Home Page-
http://webpages.charter.net/dog_guide/
----- Original Message ----- From: "Juan Gonzalez" <[email protected]>
To: "Doug Geoffray" <[email protected]>; "GW-Micro" <[email protected]>
Sent: Thursday, March 18, 2010 12:54 PM
Subject: Re: Window-eyes and sleep mode
This is why I hate businesses! Instead of helping they find the
easiest way to take our money and the easiest way to get out of
paying for something. I know for a fact that they have more money
than I will ever have and I am trying to help them figure out if
there software has a problem or if it is just my computer. Now
instead of saying we will pay for you to send your computer to see
what is wrong because you have already paid or are paying over a
thousand dollars for our product but nooo. Now I have to pay for Me
to send my computer to them to see what is wrong with their
software. Doug tells me that it is like my phone service which is
ran by a company and to my knowledge GW-Micro is not a company but a
privately own business. Anyways why should all businesses be the
same. It would be nice if they gave us a break for once. I am trying
to help other people too with this problem not just me. I don't know
but this is kind of ridiculous. I am not saying that I can't pay to
ship it there but then I get this crap that if it is not window-eyes
related I have to pay to get my computer back. good luck resolving
this problem. Window-eyes it is not your fault but the fault of the
people that created you.
From: Doug Geoffray
Sent: Thursday, March 18, 2010 1:06 PM
To: GW-Micro
Cc: Juan Gonzalez
Subject: Re: Window-eyes and sleep mode
I need to add to what Aaron stated. We have received machines where
the problem was clearly not a Window-Eyes issue. In this case we do
not cover the shipping costs back. It is just like if you have a
problem with your phone service they are very clear that if the
problem exists outside your house the service is free but if the
problem is inside then you pay for the service call and any work
beyond that you authorized.
So if we determine the problem is not Window-Eyes related then we do
not cover the shipping charges back. Also, before sending any
computer it needs to be cleared by our support department. Any
computer sent without prior authorization will be held until payment
methods are given to us to have it returned.
Regards,
Doug
Aaron Smith wrote:
You pay to ship the machine to us, and then we pay to ship it
back, using the same shipping method. In other words, if you ship
it ground, we'll ship it back ground. If you ship it overnight,
we'll ship it back overnight. If you insure it for $3,000, we'll
insure it for $3,000. The turn around time depends on what the
problem is, and what it will take to get it resolved. We treat
customer machines with the utmost priority, and put all available
resources into getting the problems resolved and getting the
machine back to you within an accepted amount of time.
Aaron
On 3/18/2010 1:18 PM, Juan Gonzalez wrote:
well I figured that but do I have to pay for shipping?
From: Aaron Smith
Sent: Thursday, March 18, 2010 12:14 PM
To: Juan Gonzalez
Cc: GW-Micro
Subject: Re: Window-eyes and sleep mode
You send us the machine, we fix the problem, we ship it back.
Aaron
On 3/18/2010 1:09 PM, Juan Gonzalez wrote:
Could you refresh my mind on how does this sending computers
to GW-Micro thing works?
From: Aaron Smith
Sent: Thursday, March 18, 2010 12:03 PM
To: [email protected]
Subject: Re: Window-eyes and sleep mode
I just tried putting my 64-bit Win7 machine to sleep several
times using 7.2 Beta 2, and I've not run into any problems. If
we're going to get this one resolved, we need to have a machine
here in the office that demonstrates the problem.
Aaron
From: Chris Hill <[email protected]>
To: [email protected]
Subject: Re: Window-eyes and sleep mode
I get the same thing in 7, both pre and post beta. I was
hoping the beta would fix it, but I guess not. It happens about
one out of three times here.
On 3/18/2010 10:20, Juan Gonzalez wrote:
Hey folks
I do not know if this is a known issue or if this just
happens to my
computer but when I put my computer into sleep mode window-eyes
sometimes stops working on wakeup. Sometimes it will
work fine and other
times it works but with problems. When it works with
problems and when
it does not work at all I have to restart my computer
which gets me
thinking that I should have just turned it off in the
first place. I
want to be able to have the same opportunity to use the
sleep feature on
a computer without having to restart it. If there are
scripts to this
please let me know and if there is something that I have
to change in
window-eyes please let me know as well. This happens in
windows vista 32
bit home premium and is not a result of the new update
to window-eyes
7.2 beta.
PS I was just informed by my college institution that
they have received
there copy of window-eyes and are ready to move away
from JAWS and they
will have it up and running after spring break.
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list and your message is related to GW Micro, then please consider
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-- --- [email protected] Columbia
Missouri or thereabouts.
If you reply to this message it will be delivered to the
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list and your message is related to GW Micro, then please consider
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--
Aaron Smith
Product Support Specialist * Web Development
GW Micro, Inc. * 725 Airport North Office Park, Fort Wayne, IN 46825
260-489-3671 * gwmicro.com
To insure that you receive proper support, please include all past
correspondence (where applicable), and any relevant information
pertinent to your situation when submitting a problem report to the GW
Micro Technical Support Team.If you reply to this message it will be
delivered to the original sender only. If your reply would benefit
others on the list and your message is related to GW Micro, then
please consider sending your message to [email protected] so the
entire list will receive it.
GW-Info messages are archived at http://www.gwmicro.com/gwinfo. You
can manage your list subscription at http://www.gwmicro.com/listserv.
--
Aaron Smith
Product Support Specialist * Web Development
GW Micro, Inc. * 725 Airport North Office Park, Fort Wayne, IN 46825
260-489-3671 * gwmicro.com
To insure that you receive proper support, please include all past
correspondence (where applicable), and any relevant information
pertinent to your situation when submitting a problem report to the GW
Micro Technical Support Team.
--
Aaron Smith
Product Support Specialist * Web Development
GW Micro, Inc. * 725 Airport North Office Park, Fort Wayne, IN 46825
260-489-3671 * gwmicro.com
To insure that you receive proper support, please include all past
correspondence (where applicable), and any relevant information
pertinent to your situation when submitting a problem report to the GW
Micro Technical Support Team.If you reply to this message it will be
delivered to the original sender only. If your reply would benefit
others on the list and your message is related to GW Micro, then
please consider sending your message to [email protected] so the
entire list will receive it.
GW-Info messages are archived at http://www.gwmicro.com/gwinfo. You
can manage your list subscription at http://www.gwmicro.com/listserv.
If you reply to this message it will be delivered to the original
sender only. If your reply would benefit others on the list and
your message is related to GW Micro, then please consider sending
your message to [email protected] so the entire list will receive it.
GW-Info messages are archived at http://www.gwmicro.com/gwinfo. You
can manage your list subscription at http://www.gwmicro.com/listserv.
If you reply to this message it will be delivered to the original
sender only. If your reply would benefit others on the list and your
message is related to GW Micro, then please consider sending your
message to [email protected] so the entire list will receive it.
GW-Info messages are archived at http://www.gwmicro.com/gwinfo. You
can manage your list subscription at
http://www.gwmicro.com/listserv. If you reply to this message it
will be delivered to the original sender only. If your reply would
benefit others on the list and your message is related to GW Micro,
then please consider sending your message to [email protected] so
the entire list will receive it.
GW-Info messages are archived at http://www.gwmicro.com/gwinfo. You
can manage your list subscription at http://www.gwmicro.com/listserv.
If you reply to this message it will be delivered to the original sender only.
If your reply would benefit others on the list and your message is related to
GW Micro, then please consider sending your message to [email protected] so
the entire list will receive it.
GW-Info messages are archived at http://www.gwmicro.com/gwinfo. You can manage
your list subscription at http://www.gwmicro.com/listserv.
