If someone else doesn't forward it, I can do it.
-----Original Message-----
From: Buddy Brannan
Sent: Friday, April 17, 2015 7:51 AM
To: [log in to unmask]
Subject: Re: OT: Humanware Final Resolution
Don't see why not, though I'm not on that list.
--
Buddy Brannan, KB5ELV - Erie, PA
Phone: 814-860-3194=20
Mobile: 814-431-0962
Email: [log in to unmask]
> On Apr 17, 2015, at 10:48 AM, Russ Kiehne <[log in to unmask]> wrote:
>=20
> I wonder if your message shouldn't be forwarded to the victor reader =
stream=20
> list?
>=20
> -----Original Message-----=20
> From: Buddy Brannan
> Sent: Friday, April 17, 2015 7:37 AM
> To: [log in to unmask]
> Subject: OT: Humanware Final Resolution
>=20
> HumanWare: Final Resolution
>=20
> This morning, I received a call from Renee Gosselin, =
HumanWare=3DE2=3D80=3D99s =3D
> customer service manager, regarding our email communications over the =
=3D
> past week.
>=20
> First, she apologized several times for the way Humanware communicated =
=3D
> with me. She was on vacation and was unaware that no one had called me =
=3D
> prior to sending the email from last Friday. Reading my second email =3D=
> must have clarified this to her, anyway, as it is true that no one had =
=3D
> called to tell me what the problem was. This, Renee tells me, is what =
=3D
> was supposed to have happened. In theory apparently, before the email =
I =3D
> got went out, I was supposed to have received a phone call. I never =3D
> received one. Even so, she assures me that their email template will =
be =3D
> updated.=3D20
>=20
> Second, my problem was liquid damage around the play button. She =3D
> explained that she was able to examine the damage; I=3DE2=3D80=3D99m =
not sure =3D
> if this was through the mentioned pictures of the damage or the actual =
=3D
> unit. So, I guess it must have gotten splashed at some point. Fair =3D
> enough. She explained that sometimes, such damage can be easily =3D
> repaired, but sometimes not, and sometimes they will repair rather =
than =3D
> replace if they are easily able to do so, although such damage is not =
=3D
> covered under warranty, being as it=3DE2=3D80=3D99s accidental damage =
and not =3D
> a product defect. (I did not suggest that perhaps some additional =3D
> protection against liquid damage might go into the product =
design=3DE2=3D80=3DA6=3D
> like sealing the spaces around buttons maybe?)=3D20
>=20
> Third, she has offered to replace my Stream free of charge, due to the =
=3D
> poor way this case was handled on their part. I should be receiving =
this =3D
> replacement sometime next week.=3D20
>=20
> Finally, I thanked her for resolving this case, and for her apology =
for =3D
> the way this was handled. I then asked specifically about the problems =
I =3D
> mentioned with deaf-blind customers not getting assistance when they =3D=
> called using relay operators. She said that this shouldn=3DE2=3D80=3D99t=
be =3D
> happening, and that they even do internal calls where they set up test =
=3D
> calls pretending to be relay operators. All the techs and service =
people =3D
> should be aware of how to handle these calls, and it=3DE2=3D80=3D99s =
important =3D
> that they do so, since they do have deaf-blind customers and even =3D
> specific products for the deaf-blind. They even have at least one =3D
> deaf-blind person in product development, so clearly this =
shouldn=3DE2=3D80=3D99=3D
> t be a problem. She suspects that there may be a problem with the =3D
> receptionists, who are sometimes students, or in any case, may not be =
=3D
> waiting long enough or don=3DE2=3D80=3D99t handle relay calls =
correctly, and =3D
> she will address this with that department. Finally, she tells me that =
=3D
> any such problems should be brought directly to her attention, and she =
=3D
> will handle these concerns personally. She did not, however, give me =
an =3D
> extension or a direct email address. She wrote to me from the info at =
=3D
> HumanWare address. Also, individual email addresses appear to take the =
=3D
> form first name.last name at humanware, so one can try that route.=3D20
>=20
> Renee seems very sincere about changing their customer service =3D
> interactions. I=3DE2=3D80=3D99d like to take her at her word on this, =
but I =3D
> think it=3DE2=3D80=3D99s incumbent on the rest of us to do so as well. =
If you =3D
> have less than great experiences with Humanware=3DE2=3D80=3D99s =
customer =3D
> service, get in touch with Renee. Hold her to her commitment. I, for =3D=
> one, am eager for their service to equal the quality of their =
products, =3D
> and I look forward to that happening more.
>=20
> --
> Buddy Brannan, KB5ELV - Erie, PA
> Phone: 814-860-3194=3D20
> Mobile: 814-431-0962
> Email: [log in to unmask]
|
