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.
>
> 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
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>
>
> -- --- [email protected] Columbia
> Missouri or thereabouts.
> 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
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>
> GW-Info messages are archived at
> http://www.gwmicro.com/gwinfo. You can manage your list
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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
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