It's 2:23 AM PDT

----- Original Message -----
From: Pat Byrne <[log in to unmask]>
To: [log in to unmask]
Date: Saturday, April 11, 2015 10:41 pm
Subject: Re: Blind date??

>
>
> What a great idea!!  Now if we can just find it!!
> patAt 10:33 PM 4/11/2015, you wrote:
> >Pat, It made me smile when I read my reply to your message.
> >Guess I'll just go out and howl at the moon if I can figure out
> >where tiss using my light probe.  Maybe I will check the weather
> >site to see when the moon is supposed to rise tonight.  73, Jim
> >WA6EKS
> >  ----- Original Message -----
> >From: Jim Gammon <[log in to unmask]
> >To: [log in to unmask]
> >Date sent: Sat, 11 Apr 2015 20:29:46 -0700
> >Subject: Re: Blind date??
> >
> >Ok, ok, Pat just settle down.  I'm not of that persuasion let's
> >keep it simple and blame it on the moon! 73, Jim WA6EKS
> >
> >  ----- Original Message -----
> >From: Pat Byrne <[log in to unmask]
> >To: [log in to unmask]
> >Date sent: Sat, 11 Apr 2015 21:59:48 -0500
> >Subject: Re: Blind date??
> >
> >Hopefully in September I will be 75 so you're safe - be robbing
> >the
> >cradle!!  Besides my wife would never understand!!!  Nor would
> >I!!
> >Be well Jim.
> >patAt 09:38 PM 4/11/2015, you wrote:
> >Younger guys?? Hey Pat, I'm 66, so hope you aren't looking for a
> >blind date, smile! Jim WA6EKS
> >
> >   ----- Original Message -----
> >From: Pat Byrne <[log in to unmask]
> >To: [log in to unmask]
> >Date sent: Sat, 11 Apr 2015 20:45:38 -0500
> >Subject: Re: A Recent Interaction With HumanWare
> >
> >And right you are Jim.  I need input from you younger guys to
> >keep me
> >on the straight and narrow!!
> >patAt 07:09 PM 4/11/2015, you wrote:
> >Pat, don't get your nickers in a knot, remember, it's just the
> >moon that is
> >influencing your thoughts and behavior.  Peace and 73, Jim WA6EKS
> >
> >-----Original Message-----
> >From: Pat Byrne
> >Sent: Saturday, April 11, 2015 1:29 PM
> >To: [log in to unmask]
> >Subject: Re: OT: A Recent Interaction With HumanWare
> >
> >Buddy,
> >Nice replacement for customer service.  And of course offering
> >blind
> >folk pictures is a lot of crap.  Some years ago I was authorized
> >to
> >have a replacement Stream within warranty but I haadn't sent the
> >crappy case or the CD that came with a new unit.  They refused to
> >replace my unit until I provided those parts.  I suggested they
> >take
> >those parts from my replacement unit, but that wouldn't do.  By
> >the
> >way we had moved and the missing pieces were packed away
> >somewhere.  Not sure if I ever found them!  I finally bypassed
> >Customer Service and the not-so-helpful desk and went up the
> >management scaale until I got satisfaction.  So there is perhaps
> >a
> >history of B S service there.
> >Humanware is not alone; another manufacturer in the last year put
> >out
> >a unit saying it would support NLS books.  I believe it was well
> >more
> >than six months later before that support actually appeared.  So
> >perhaps other providers of equipment for the blind are okay with
> >putting out unsupported products and backing them up with
> >half-assed
> >service.
> >Ain't it all grand!
> >Pat, K9JAUAt 11:40 AM 4/11/2015, you wrote:
> >Sorry for any stray nasty characters here.
> >
> >Still haven't decided what I'll do about this.  Their response to
> >my =
> >email will help determine that, perhaps.=20
> >
> >Just posted to my personal blog at=20
> >http://buddy.brannan.name/blog/2015/04/what-to-do-about-humanware
> >/
> >
> >What To Do About HumanWare?
> >
> >Back in August, I purchased a second generation Victor Reader
> >Streamfrom =
> >HumanWare at a promotional price.  While I thought that the
> >included =
> >accessories were a bit stingy (a case with no belt clip and no SD
> >card), =
> >I thought the device itself was well designed and well executed.
> >The =
> >user interface was a worthy follow-up to the first generation.
> >It has =
> >easy-to-use controls that are intuitive, and really, I liked mine
> >so =
> >much that I often used it instead of other players I have around
> >here, =
> >including ones on the iPhone.=20
> >
> >Back in February, my Stream developed a problem.  Some important
> >controls =
> >(play, fast forward, rewind, and the sleep timer button) started
> >acting =
> >strangely.  They would either intermittently not work, or they
> >would =
> >intermittently act as though multiple buttons were pressed at the
> >same =
> >time, or one button was pressed multiple times.  Both hoping the
> >problem =
> >was a fluke and would clear itself up, and also because I had
> >more =
> >important things to deal with at the time, I put the player
> >aside.  When, =
> >recently, I pulled it out again and the problem persisted, and my
> >other =
> >irons in the fire were well into resolution, I called HumanWare
> >tech =
> >support and sent my Stream off for repair.  They received it
> >Tuesday, and =
> >I received the following Email from them today:
> >
> >Recently you sent us equipment for repair.
> >
> >After evaluation,  the technician found out that the damages
> >caused to =
> >your unit cannot be repaired.
> >We will have to replace the unit.
> >He also found out that these damages are not manufacturing issue
> >and so =
> >cannot be covered under warranty.  We took some pictures.  If you
> >need =
> >copy of them, please let us know.
> >
> >Please find attached a copy of the quotation for a replacement
> >unit.  As =
> >soon as we receive your purchase order or payment we will proceed
> >the =
> >order and the unit will be sent to you.
> >
> >Please take note that after receiving this quote, if you do not
> >wish to =
> >proceed with the replacement unit, HumanWare will return the
> >unrepaired =
> >unit and freight will be at your expense or a diagnostic fee, if
> >=
> >applicable.  In case you do not require the unrepaired unit back,
> >=
> >HumanWare will dispose of it for you.  Failure to reply will lead
> >to unit =
> >disposal after a period of 3 months following quote issuance.
> >
> >If you have any questions please do not hesitate to contact the
> >customer =
> >service department.
> >
> >Sincerely,
> >
> >Customer Service, HumanWare Inc.
> >
> >My first reaction wasn=E2=80=99t disappointment over my problem
> >not =
> >being covered under warranty.  (I did read the attached PDF and
> >saw that =
> >I can get my out of warranty problem replaced for half the cost
> >of a new =
> >unit.) No, my first reaction was to marvel at the sheer rudeness
> >of the =
> >email.  The problem wasn=E2=80=99t a manufacturing problem,
> >it=E2=80=99s =
> >your fault, and we=E2=80=99ve got pictures to prove it.  Rude and
> >=
> >confrontational all on its own, but remember, this is a company
> >whose =
> >primary audience includes people who are blind.  This specific =
> >product=E2=80=99s main users, and buyers, are people who are
> >blind.  =
> >Those would be people who cannot see pictures, no matter how
> >damning the =
> >evidence.=20
> >
> >Of course, if this were merely an oversight, it might be excused,
> >but =
> >it=E2=80=99s a pattern.  HumanWare has put out several marketing
> >=
> >campaigns with product teasers that were purely visual in nature.
> >Hey, =
> >look at the picture of our new product! We won=E2=80=99t tell you
> >what =
> >it is, nor will we describe the picture, but you=E2=80=99ll love
> >it! Oh, =
> >by the way, it=E2=80=99s a braille display, we find out later.
> >Really?=20=
> >
> >
> >I should stress here that I don=E2=80=99t find fault with their =
> >conclusion necessarily.  After all, I could have accidentally
> >done =
> >something or other to break the thing.  That sort of thing
> >happens =
> >sometimes, in spite of our best intentions.  My problem is with
> >their =
> >delivery, which struck me as abysmally bad customer service.  I
> >therefore =
> >replied with the following:
> >
> >Hello:
> >
> >Thank you for your Email regarding my damaged Victor Reader
> >Stream.  =
> >While I appreciate your telling m that the repair is not covered
> >under =
> >warranty, not being a manufacturing defect, I can=E2=80=99t say I
> >=
> >appreciate your delivery.  You have pictures and are happy to
> >send them? =
> >Great! This would do me, as a blind person, and by the way one of
> >your =
> >primary markets, any good, exactly how? Would it really have
> >taken you =
> >that much more time to have explained, in plain language, what
> >the =
> >problem was? =E2=80=9CUnfortunately, it looks as though your
> >Stream got =
> >splashed with water.=E2=80=9D Or =E2=80=9CUnfortunately, we found
> >=
> >foreign matter in your play button.=E2=80=9D Or perhaps, =
> >=E2=80=9CUnfortunately, a peanut butter sandwich will not fit in
> >the SD =
> >card slot.=E2=80=9D? Really, an Email that says, =E2=80=9CSorry,
> >it=E2=80=99=
> >s your problem, and we have pictures to prove it=E2=80=9D is rude
> >and =
> >confrontational, besides being terribly unhelpful to a blind
> >person, who =
> >is, I may stress, part of one of your primary markets.  I would
> >suggest =
> >that this is an unacceptably poor level of customer service.=20
> >
> >Allow me, if I may, to craft an Email that you may use in future
> >=
> >dealings of this nature.  I=E2=80=99ll even give this to you at =
> >absolutely no cost.  Feel free to use it in full or in part.  Do
> >not, =
> >however, use the Email you sent me in future dealings of this
> >nature.=20
> >
> >=E2=80=94=E2=80=94=E2=80=94-Cut=E2=80=94=E2=80=94=E2=80=94-
> >
> >Dear [Insert customer name here]:
> >
> >We are writing to follow up with you regarding your recent repair
> >=
> >request, with RMA #XXXXXX.=20
> >
> >After inspecting your [product name], our technicians have
> >determined =
> >that the damage cannot be repaired, and a full replacement of the
> >unit =
> >will be required.  We found the following problems:
> >
> >* There was foreign matter dropped into the controls.
> >* Liquid damage from [water, coffee, etc.] is apparent.
> >* A peanut butter sandwich will not fit in the SD card slot.
> >Please do =
> >not attempt to put one there.
> >* A crack in the control board indicates a drop from a
> >significant =
> >height.
> >[And so forth]
> >
> >If you wish to inspect the damage as outlined above, we can
> >provide =
> >photos upon request.=20
> >
> >Unfortunately, this damage is not covered under the limited =
> >manufacturer=E2=80=99s warranty, as it is not a manufacturing
> >defect.  =
> >Please see the full statement of warranty here: [insert URL to
> >limited =
> >warranty]
> >
> >Since your [product] was returned to us within the warranty
> >period, we =
> >are prepared to offer you a non-warranty replacement at half
> >retail =
> >price plus applicable shipping and tax.  Please reference
> >[invoice =
> >number] when you phone if you would like to take advantage of
> >this =
> >offer.  For your records, we have attached an accessible PDF with
> >full =
> >offer details.  This offer is good for 90 days from today.
> >
> >Alternatively, if you wish to have your damaged [product] back,
> >we =
> >require that you pay return shipping charges.  If you do not wish
> >to take =
> >advantage of our replacement offer and do not want your damaged =
> >[product] back, we will be happy to responsibly dispose of it for
> >you at =
> >no additional charge.
> >
> >If you have any questions or concerns, please phone or Email.  We
> >are =
> >available weekdays from [range of hours], Eastern time.=20
> >
> >We appreciate your business.  Thank you for being a HumanWare
> >customer.=20=
> >
> >
> >Sincerely,
> >Joe Schmoe
> >HumanWare Customer Service
> >
> >=E2=80=94=E2=80=94=E2=80=94-CUT=E2=80=94=E2=80=94=E2=80=94-
> >
> >Let me stress here that I have no doubt that you really do have
> >pictures =
> >of the damage.  I also have no problem believing that the problem
> >is not =
> >covered under the warranty terms, not because I know what caused
> >the =
> >problem (I don=E2=80=99t), but because, let=E2=80=99s face it,
> >stuff =
> >happens, sometimes stuff even happens of which one is unaware.
> >It would, =
> >therefore, be really helpful if you could tell me, in plain
> >language, =
> >the nature of the problem, so that I know what caused the keys to
> >do the =
> >strange things they were doing.  I would really appreciate this =
> >information.=20
> >
> >I really love the Stream.  It=E2=80=99s a fantastic product.  It
> >does what =
> >it does very, very well.  It is well designed and easy to use,
> >and
> >I=E2=80=99=
> >ve found that I have started using it in favor of       other
> >book =
> >players I have around here, including ones on the iPhone.  So,
> >yes, it =
> >really is a great product for the tech savvy blind guy, too.  I
> >would =
> >even like to get a second one for my wife, who has just lost all
> >of her =
> >remaining vision, has very little feeling in her fingers, and is
> >not at =
> >all technology friendly.  She has a first gen Stream and likes it
> >a lot, =
> >and I know she=E2=80=99d like the new one even more.
> >Unfortunately, due =
> >to the nature of your communication, I honestly don=E2=80=99t
> >know what =
> >I want to do about either a replacement or a second unit.  How
> >can I, in =
> >good conscience, support a company with so little regard for its
> >target =
> >audience? After all, your Email is only one of several such
> >instances; I =
> >reference the several years of product teasers (at least one of
> >which =
> >was for a braille display) that were purely visual in nature.
> >Can I, =
> >indeed *should* I, support a company who, essentially, thumbs its
> >=
> >collective nose at the population it purports to serve?=20
> >
> >Cordially,
> >
> >Whether HumanWare was right or wrong in their determination
> >isn=E2=80=99t =
> >really the point.  Well, I guess it kind of is, because I have no
> >idea =
> >either way, having been given no information about it.  But even
> >if they =
> >were correct in their assessment, their handling of how I was
> >updated on =
> >my repair status left pretty much everything to be desired.  In
> >short, =
> >their Email was a great example of how not to do customer
> >relations.  If =
> >you do customer relations this way, stop it.  Please.  Just
> >don=E2=80=99t.
> >
> >
> >
> >--
> >Buddy Brannan, KB5ELV - Erie, PA
> >Phone: 814-860-3194=20
> >Mobile: 814-431-0962
> >Email: [log in to unmask]