Hi Jonathan:
I realise that it is important to defend one's employer whenever possible.
I also understand some of the constraints that PDI/HumanWare MUST CONTEND
against!
Whilst your note addressed the point raised by Doug, there was one issue
that I failed to see address in your note -- customer service and the length
of time it takes to be on hold!
One can order products from Human>Ware using a TOLL-FREE number; however, to
reach TECH SUPPORT, this is a TOLL CALL--in other words, the customer PAYS
FOR THE CALL to TECH SUPPORT! Bearing that in mind ... and knowing that
most folks who use your product are on LIMITED BUDGET -- why does a call to
Tech Support go unanswered and why is the HOLD TIME EXCEEDINGLY long? Leave
a message for Tech Support, and YOU NEVER GET A CALL BACK; how fair is this
practice?
Even though Microsoft CHARGES ME for a Tech Support Call, at least I have
called on a TOLL-FREE NUMBER and the company DOES NOT RUN A CHARGE for Tech
Support until I begin talking to a Technician. In the case of
PDI/HUMANWARE, once I dial the toll call number and a MACHINE picks up the
call, the charges assessed by the phone company starts. If I am on hold for
30 minutes or longer, I still have to PAY THESE CHARGES to the phone company
even though I had been FORCED TO HANG UP having been put on hold for an
EXCESSIVELY LONG PERIOD OF TIME.
I detest comparing two companies because their styles of management are not
necessarily the same; be that as it may, GW Micro remains the MOST
RESPONSIVE company in this so-called ADAPTIVE TECHNOLOGY field. Now that
your company HAS MANAGED TO SWALLOW UP a few fishes, instinct tells me that
we should app prepare for service analogous to that of the Freedom
Scientific dinosaur: I sure hope that I am sincerely wrong, but time and
future events will ascertain the veracity or otherwise of this thought!
Apologies for making this note rather long-winded; the issues addressed
though is of great concern to everyone of us, and I hope something can be
done differently to allay our fears and rekindle our hopes for the
foreseeable future!
Sincerely,
Olusegun
- Re: [Braillenote] Absolutely disgusted with H... Victory Associates LTD, Inc.
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