To PDI Staff: I'm not sure who to send this to specifically. I'd like to first praise PDI's service department in getting my unit repaired in a timely manner. It was returned to me approximately ten days after it was sent out. My concern is cy particular unit was sent in for hindware issues. When the unit was returned to me several of the folders on the flash disk that I had created along with their files were missing. Several other foleers that I had created along with the default folders on the flash disk were still present upon the return of the unit. I have four suggestions for PDI.
1. Customers should back up their info. However if the units are not working properly before being sent out for repair how are users expected to back up info? 2. Users should submit a list of their files and folders in Braille and print so PDI staff can check to make sure each file and folder is on the unit before it is shipped out. This process could be tedious but I believe customer satisfaction would improve. The technicianian responsible for a user's unit could simmediately pencil in check marks beside each file and folder that is on the Braille and print lists. Writing the check marks in pencil on the Braille copy would make it easier for the user to feel the check marks. 3. If the flash disk is lost for some reason during repair process the original files and folders should be restored to the unit by the technician. Yes the user should be responsible for backing up data but if they were unable to because of the unit's problems prior to repair the technician should either restore the files to the unit itself or to a flash card or disk. Customers could provide their own flash cards or disks whichever they choose. The information the user has on the unit when it leaves for repair should be found just the same when the unit is returned. Users should not expect to lose data when sending in their units for repair. 4. Any and aal staff members who are involved in the repair process should sign a document saying that he/she handled that particular user's unit. Also the technicians should provide written documentation in the user's reading medium stating exactly what was wrong with the unit and what was corrected. Accountability has to begin somewhere. I do understand that the staff takas notes on what is fixed on units. However the customer should have access to this information in Braille, large print, or cassette depending on what the customer chooses. Thank you for your time and your help. I look yward to your response. Lisa
