It is good what you say but where do customers stand? So from what you are
saying we should make sure that the owners of GW-Micro's families get fed
but not us? So if you had to decide between your family getting fed and
paying for a companies family to get fed we should go with the companies
family. Okay I will do that from now on. Sorry for forgetting that a
companies family is more important than mine. I forgot that businesses have
to keep going on while we as customers keep on suffering. I will put myself
in there shoes and I would pay to get peoples machines to see if it is my
product that is causing problems or if they need to take it somewhaere else
to look at it. This is way beyond the sleep mode problem so forget that
because that will never get solved.
--------------------------------------------------
From: "Mike Pietruk" <[email protected]>
Sent: Friday, March 19, 2010 3:34 AM
To: "Jody W. Ianuzzi" <[email protected]>
Cc: "Juan Gonzalez" <[email protected]>; "Robert Clark"
<[email protected]>; "GW-Micro" <[email protected]>
Subject: Re: Window-eyes and sleep mode
Sleeping on this discussion, I do have one observation to add:
I do understand GWMicro's policy regarding the cost of shipping and
insurance on the pcs under discussion. Having said this: perhaps a
distinction needs to be made.
There are really 2 kinds of WE issues at stake here:
(1) issues that customers experience and they consider important.
(2) issues reported by customers that GWMicro deems important to solve
but cannot quite duplicate the problem.
The first kind is a simple one to resolve. If I deem a problem personally
so important to solve and wish
a tech to look at, then I take my chances on the shipping/insurance
matter. I too have experience this sleep problem on some pcs but hardly
consider of such importance to bother shipping a pc for investigation
given the loss of the pc for a time and the costs involved. When this
sleep thing appears, I just live with it -- no big deal.
On the other hand, and I doubt that this sleep issuefalls into this
category, there are matters that, from a business standpoint, GWMicro
*must* get a handle on and needs samples of units showing a given
behavior. In those cases, to encourage such pcs in the shop, GWMicro has
to pay customers costs if they wish my co-operation. And for all I know,
they may do just that quietly behind the scenes, without announcement,
without fanfare, or inclusion in a policy statement.
GWMicro must, as a business, hold to the announced policy. If they
didn't, they would be bombarded with pcs sent to them with every issue
under the sun many of which would have no involvement of WE as a culprit
in the problem. The cost would be enormous; and the waste of employee
time might become considerable.
Before going and lambasting a business for what they do, try placing
yourself in their shoes for a moment. How would you, if you ran the place
and had to pay the bills and feed a family, look at it.
GWMicro has survived a good long time; and part of the reason is a
combination of producing or selling quality products, using good business
and financial practices, and keeping employees around who have very
specialized skills.
Doug and Dan likely have families to feed, house, send through school, and
the insundry other costs that make up life. So do their employees.
So does the business including, and this is something we seldom think of,
the considerable costs of showing up at all those conferences and
conventions.
You don't get exhibit space gratis; you pay for it. It costs much money
to procure transportation, feed employees, house them, etc when on the
road.
It takes skilled people to know the inns and outs of the rehab business so
as to tap into its pipeline of sales.
Given the economic downturn of the last couple of years, businesses such
as GWMicro could be hit quite hard not only due to paying customers being
more frugal in their expenditures but states not having money to fund
equipment purchases for their clients.
GWMicro, as the rest of the adaptive equipment industry, is probably
having its issues in getting orders from rehab agencies and, just as
vital, getting paid.
So before hurling stones, place oneself in the shoes of the business and
think how you might respond both publicly and privately.
I am certain that if something came up that was deemed essential to solve,
and they couldn't produce the issue, GWMicro would do handstands to get
the machines showing the problem to be in the shop.
This particular sleep issue, however, isn't such a show stopper. And as
it is so random, the cause could be a whole variety of things including
the speech synthesizer used by the customer.
Too many variables here I am afraid.
The Holy Spirit is nothing more than God in motion.
Ray Pritchard, Keep Believing Ministries
from the sermon "The Wind Blows Wherever It Wills
http://www.keepbelieving.com/podcasts/HolySpirit1-Final.mp3";
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