Hello Doug. Thank you for taking the time to explain things as seen from Gw Micro's point of view.
There are several clarifications which I wish to raise in response. It has been my long time understanding that SMAs were given priority, so even if the production is random, is it not possible to randomise SMA productions within the overall manufacturing process? Whilst it is true that the upgrade download is available immediately on release, this was made slightly more complicated because of the support for Windows eight - for which there could not be an upgrade download. This has of course occurred on other occasions - XP to Vista (for example.) I guess that for good commercial reasons, detailing when a beta version of software for a new operating system expires cannot be disclosed, so whilst your key point in this regard is valid, it isn't always going to be 100% correct. The process seems to be taking longer for cds to arrive than they once did. I can recall that new install disks arrived within 10 days of release. I took care to acknowledge this in the early days - being pleasantly surprised at the promptness of each disk's arrival. I accept that my observation may be linked to an increased number of individual disks to be manufactured and mailed. I do not know how easy it is from your point of view to increase the scale of the production and distribution process. I actually believe that there is a solution, which can be implemented when new Window-Eyes versions are released. It might be possible to allow complete installs to be downloaded, once verification against serial numbers and other details is confirmed. This would in effect, evolve the current upgrade download into a complete release download. Maybe for copy protection reasons - disks would still need to be mailed, but an electronic install off the internet would, I believe, alleviate some of the pressure and delays associated with wanting to run the new version. Where we do disagree is that a month is too long, when measured against time taken for international delivery of other products also coming from the U.S. Braille has arrived within 10 days of purchase, also conceding with the Christmas holiday season. When the U.S. dollar was stronger than it is now, overseas customers paid substantially more than we do now, and maybe the option to have our disks airmailed is something which GW could offer. If the cd is to be the mode of distribution for the Window-Eyes install for the foreseeable future, I would add airmail as one of the requirements when it comes time to renew my SMA. In reality - Window-eyes has become cheaper to purchase at its offered price than was the case two years ago, so paying a little extra for better service is quite acceptable to me. Please be assured that I am not adding currency fluctuations to Gw Micro's list of problems to solve - it is just that actually, some GW Micro customers benefit because of the state of the United States dollar. It is unfortunate that you consider that I am alleging discrimination against those of us who live overseas. Of course - no one has control over geographic location, but I do think that there are ways in which customer service to those living outside of the U.S. can be improved. All of these complications are just part of a company which clearly and fortunately for all of us has grown over the years, due to the hard work and commitment of all who are involved. We all benefit because of the entrepreneurship and talents of you and your colleagues. I am sure that you know better than most of us that There is the constant challenge of having to adapt to new pressures and new ways of doing things. Thus: I hope that my raising of the issue proves to be helpful, and that all Window-eyes customers can benefit. All the best. Vaughan. From: Doug Geoffray [mailto:[email protected]] Sent: Friday, 11 January 2013 11:11 a.m. To: Vaughan Dodd Cc: '[email protected]' Subject: Re: Cd has arrived Vaughan, I'm a bit confused on what you are asking. Window-Eyes 8.0 was made available December 5th. At that point anyone with an SMA or paid for the upgrade immediately had web access to the 8.0 upgrade. There was no waiting. Each SMA CD is individually made. They have to be because each CD has a unique serial number. We can't just send a single master to some CD duplication warehouse and have several thousand sent back to us to mail out. We started making the 8.0 SMA CDs about 3 or 4 days after the 5th. The CDs were simply made in numerical order of the serial number. This is really random. As the CDs were made they were mailed out. But this process continued until the 21st. of December. In other words, all SMA CDs were placed in the mail on or before the 21st of December. So best case an SMA CD went in the mail on the 11th, worse case it went in the mail on the 21st. This is about 2 weeks to make the CDs. I consider this an excellent time frame to get out that many CDs. As mentioned, as the CDs were made they were mailed that day. At that point, it is up to the postal service. If the CD went to someone in Fort Wayne, Indiana, they got it the next day. If it went to California, it probably took about 4 to 5 days. If it went to another country, it of course took longer. We also had a couple holidays during this time so most postal services were not as fast as normal. All this to say, we don't discriminate with people outside of Fort Wayne, Indiana. Because it takes more than 1 day to ship is beyond our control. I suppose we could go with next day air to everyone but I guarantee this would greatly increase the cost of the SMA. If everyone is willing to do this in order to keep it fair so that no individual is punished because they live the furthest from Fort Wayne, Indiana, we could do that but I'm guessing this wouldn't be acceptable to most people. We could also hold up the release of the version until lets say 1 to 2 weeks after all the SMA CDs have been shipped. But this means nobody would be able to download the upgrade from the web which they were able to do immediately. So I'm not seeing a way to make those outside of Fort Wayne, Indiana to feel that they are not discriminated against without punishing everyone and even that isn't true because if we do mail the SMA CDs with anything other than next day air, somebody will get it before somebody else and we are back to people thinking we are discriminating against their mailing address. So Vaughan, I'm at a loss of how you propose we resolve what you are considering a discrimination against you all those outside of our home city. Doug On 1/8/2013 3:11 PM, Vaughan Dodd wrote: Hi all. To confirm to the list and to GW Micro staff: My version 8.0 cd arrived yesterday. So: I can rule out the mail system as having it go astray. Given that the previous CD took over a month to arrive however, my submission continues to be that GW Micro may need to look at its manufacturing and distribution systems as these relate to international customers who have software maintenance agreements. Those who urged patience are proven correct, and I do hope that future disks when mailed as part of new releases of Window-eyes will arrive in the two week period as they used to do. Best.. Vaughan. ------------------------------- This email and any attachments may contain information that is confidential and subject to legal privilege. If you are not the intended recipient, any use, dissemination, distribution or duplication of this email and attachments is prohibited. 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