Don't see why not, though I'm not on that list.
--
Buddy Brannan, KB5ELV - Erie, PA
Phone: 814-860-3194
Mobile: 814-431-0962
Email: [log in to unmask]
> On Apr 17, 2015, at 10:48 AM, Russ Kiehne <[log in to unmask]> wrote:
>
> 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]
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