[BCAB] Poor Customer Response - Visual Impairment sector

David Griffith d.griffith at btinternet.com
Thu Apr 24 23:25:13 BST 2014


I'll let you know.
It has not come through so far.
Another unsatisfactory thing is that you are not notified but simply have to
try and activate from time to time to see if it works or not.
David 

-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk] On Behalf Of Steve Nutt
Sent: 24 April 2014 23:20
To: 'BCAB Discussion List'
Subject: Re: [BCAB] Poor Customer Response - Visual Impairment sector

Hi,

What would interest me is if they actually ever take five days?

OK they say it might take up to five days, but how long did it actually take
for David to get the key I wonder?

Over-estimating delivery time rather than under-estimating and
over-promising is probably better.

I'm not defending anyone, just wondering if up to five days ever actually
means it?

All the best

Steve

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-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk] On Behalf Of Alex Stone
Sent: 24 April 2014 12:03
To: 'BCAB Discussion List'
Subject: Re: [BCAB] Poor Customer Response - Visual Impairment sector

Eleanor, part of the reason Freedom Scientific take so long is because the
East coast of the U.S. is five hours behind us. Unfortunately this only
partially explains how long it takes, and I firmly believe they could do
better.
Cheers
Alex

-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk] On Behalf Of Eleanor
Martha Burke
Sent: 24 April 2014 11:52
To: 'BCAB Discussion List'
Subject: Re: [BCAB] Poor Customer Response - Visual Impairment sector

Jackie I would have to concur with all you say below, though it has always
puzzled me as to how Freedom Scientific take so log to register the JAWS,
David, in fairness is not the first person on this list to have mentioned
this, I have heard it before but cannot recall who raised the issue.  Of
course our good colleague Steve Nutt is also excellent.

-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk] On Behalf Of Jackie Brown
Sent: 24 April 2014 11:47
To: 'BCAB Discussion List'
Subject: Re: [BCAB] Poor Customer Response - Visual Impairment sector

Hi Clive

For me, George has always been at the top of my good customer support at
Techno-Vision Systems, whatever my enquiry over the years.  Dave Godfrey at
Blazie has always done a cracking job in good time, and Visionaid have been
very helpful too, as have Optelec.


Kind regards,

Jackie Brown
Twitter: @thebrownsplace
Skype: Thejackmate

-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk] On Behalf Of
Clive.Lever at kent.gov.uk
Sent: 24 April 2014 11:33
To: bcab at lists.bcab.org.uk
Subject: Re: [BCAB] Poor Customer Response - Visual Impairment sector

Hello David,

I've found this slow response from some organisations in the VI sector
frustrating, but to be honest, I wouldn't tar them all with the same brush.
There are some who get it, and some who don't. I remember having to get keys
from Techno-vision when they used to support Jaws, and I never had to wait
unduly. So, let's not only name and shame those who aren't getting it right.
Does anyone have other examples of VI sector suppliers who deserve credit
for acting promptly?

Best,
Clive



Clive Lever
Diversity and Equality Officer
Kent County Council
 
Office: 01622 221163
Email: clive.lever at kent.gov.uk 
 
 
Kent County Council
Room G37
Sessions House
Maidstone, Kent.
ME14 1XQ
 
 
 

-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk] On Behalf Of David
Griffith
Sent: 24 April 2014 01:00
To: BCAB Discussion List
Subject: [BCAB] Poor Customer Response - Visual Impairment sector

Yesterday I had to spend some money and the variation in experience between
what is currently acceptable market practice and the response in the visual
impairment sector could not be greater .

I have to buy a replacement backup drive for  my Mac to use with Time
Machine from Amazon. Amazon provided me with an option to have the drive
physically delivered on the same day I ordered it, by yesterday evening. I
did not avail myself of this service but could have done so . In the event I
have received an email saying it should be with me tomorrow morning.

At almost the same time I reluctantly decided I had to purchase the upgrade
from Jaws 14 to Jaws 15  from Sight and sound at a not inconsiderable cost
of £169 for my Jaws Professional Licence. I already have this installed and
simply need it activated. Incidentally this was considerably more than I
paid for my 4TB  drive. My money was taken instantly by World Pay . I
forwarded the receipt  back to Sight and Sound asking when I could expect
them to contact Freedom Scientific to arrange for clearance for my
installation to be activated .

The reply I received this afternoon said that this could take up to 5 days
to arrange.

So in the mainstream sector I can reasonably expect physical delivery of a
piece of computer hardware on the same  day I pay for it.

In the visual impairment sector Sight and Sound somehow believe it is
acceptable to estimate up to 5 days for the sending of an email to Freedom
Scientific confirming I have purchased a product  from them.    I know part
of this time would be involved in awaiting a response from Freedom
Scientific on this information. I suppose it is theoretically possible that
FS may be the cause of this bizarre delay for internet activation but I have
to say that this has not been my experience. ON all previous occasions I
have directly asked FS to reset my activations, for  whatever reason, they
have always responded within a couple of hours, providing I contact them
during their open hours.

As there is no physical delivery needed and all that is required is
electronic communication between Sight and Sound and Freedom Scientific  I
am at a loss as to why they say they need up to 5 days to complete this
routine task. Other software licences you purchase in the mainstream are
available instantly by return email as soon as proof of purchase is provided
to the software vendor. Yet a 21st Century technology company is apparently
working to the standards of an old style 20th century mail delivery service.
It is difficult not to conclude these companies have a captive market and
that something needs to be done to shake them up to acceptable modern
consumer practices.

David Griffith





Regards

David Griffith



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