I wonder if your message shouldn't be forwarded to the victor reader stream
list?
-----Original Message-----
From: Buddy Brannan
Sent: Friday, April 17, 2015 7:37 AM
To: [log in to unmask]
Subject: OT: Humanware Final Resolution
HumanWare: Final Resolution
This morning, I received a call from Renee Gosselin, HumanWare=E2=80=99s =
customer service manager, regarding our email communications over the =
past week.
First, she apologized several times for the way Humanware communicated =
with me. She was on vacation and was unaware that no one had called me =
prior to sending the email from last Friday. Reading my second email =
must have clarified this to her, anyway, as it is true that no one had =
called to tell me what the problem was. This, Renee tells me, is what =
was supposed to have happened. In theory apparently, before the email I =
got went out, I was supposed to have received a phone call. I never =
received one. Even so, she assures me that their email template will be =
updated.=20
Second, my problem was liquid damage around the play button. She =
explained that she was able to examine the damage; I=E2=80=99m not sure =
if this was through the mentioned pictures of the damage or the actual =
unit. So, I guess it must have gotten splashed at some point. Fair =
enough. She explained that sometimes, such damage can be easily =
repaired, but sometimes not, and sometimes they will repair rather than =
replace if they are easily able to do so, although such damage is not =
covered under warranty, being as it=E2=80=99s accidental damage and not =
a product defect. (I did not suggest that perhaps some additional =
protection against liquid damage might go into the product design=E2=80=A6=
like sealing the spaces around buttons maybe?)=20
Third, she has offered to replace my Stream free of charge, due to the =
poor way this case was handled on their part. I should be receiving this =
replacement sometime next week.=20
Finally, I thanked her for resolving this case, and for her apology for =
the way this was handled. I then asked specifically about the problems I =
mentioned with deaf-blind customers not getting assistance when they =
called using relay operators. She said that this shouldn=E2=80=99t be =
happening, and that they even do internal calls where they set up test =
calls pretending to be relay operators. All the techs and service people =
should be aware of how to handle these calls, and it=E2=80=99s important =
that they do so, since they do have deaf-blind customers and even =
specific products for the deaf-blind. They even have at least one =
deaf-blind person in product development, so clearly this shouldn=E2=80=99=
t be a problem. She suspects that there may be a problem with the =
receptionists, who are sometimes students, or in any case, may not be =
waiting long enough or don=E2=80=99t handle relay calls correctly, and =
she will address this with that department. Finally, she tells me that =
any such problems should be brought directly to her attention, and she =
will handle these concerns personally. She did not, however, give me an =
extension or a direct email address. She wrote to me from the info at =
HumanWare address. Also, individual email addresses appear to take the =
form first name.last name at humanware, so one can try that route.=20
Renee seems very sincere about changing their customer service =
interactions. I=E2=80=99d like to take her at her word on this, but I =
think it=E2=80=99s incumbent on the rest of us to do so as well. If you =
have less than great experiences with Humanware=E2=80=99s customer =
service, get in touch with Renee. Hold her to her commitment. I, for =
one, am eager for their service to equal the quality of their products, =
and I look forward to that happening more.
--
Buddy Brannan, KB5ELV - Erie, PA
Phone: 814-860-3194=20
Mobile: 814-431-0962
Email: [log in to unmask]
|