[BCAB] POOR CUSTOMER SUPPORT IN THE VI TECH SECTORT

Mel Griffiths mel.griffiths at nottscc.gov.uk
Wed Feb 26 14:49:56 GMT 2014


I agree, I think it is the lack of competition which means that we can't, as consumers, take our custom elsewhere. For example, I am currently working with some very poorly designed JAWS scripts which need a few things fixing. The company who wrote them aren't keen to spend time on them as they've already been paid for the work. Other companies won't touch them as they didn't write them. Instead they would be happy to start again, at a cost.

The other thing that appears to happen is that no one is prepared to under-cut anyone else to provide a better or cheaper alternative for the consumer. It's almost as though there were an unwritten agreement out there to keep the prices high.

Just my thoughts.

Mel
Service Desk Assistant
Environment & Resources - ICT
Nottinghamshire County Council
Data Centre
County Hall
Loughborough Road
West Bridgford
Nottinghamshire NG2 7QP

Tel: 0115 9772010 (Option 1)
Email: helpdesk at nottscc.gov.uk

-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk] On Behalf Of Jackie Brown
Sent: 26 February 2014 14:20
To: 'BCAB Discussion List'
Subject: Re: [BCAB] POOR CUSTOMER SUPPORT IN THE VI TECH SECTORT

Actually I do agree with this.  There are very few choices open to this community, it isn't as though we can take our custom elsewhere a lot of the time.  There does seem to be a - dare I say it - money-grabbing mentality in some quarters.  One or two vendors are all over you like a rash when the credit card is flashed, then it's heads down in blissful ignorance when you need specific support thereafter.  I am not naming names either, but it is a fact.


Kind regards,

Jackie Brown
Twitter: @thebrownsplace
Skype: Thejackmate

-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk] On Behalf Of Ian Macrae
Sent: 26 February 2014 12:32
To: BCAB Discussion List
Subject: Re: [BCAB] POOR CUSTOMER SUPPORT IN THE VI TECH SECTORT

Sorry folks, I didn't mean to open up a whole individual customer complaints surgery here.  It's more a question of what we can do as a community given that we can't, for instance, take our custom elsewhere.  The point is, we all have individual experiences.  How can we use them collectively to make things better?  We need a kind of blind Which (as in the consumer movement outlet).
On 26 Feb 2014, at 12:24, Ibrahim Gucukoglu wrote:

> Hi Sandra.
>
> To my knowledge, the RNIB never offered the Talking Book service on
anything
> other than a yearly basis; the quarterly payment plan is just to help
spread
> the cost.  RNIB does have a set of terms and conditions for for the
service;
> when you received your player you should have received a copy of these
> on the getting the most from your Talking Book Service CD.  There it
> gives
the
> yearly prices for both library only and library plus player
> memberships so

> you can draw the obvious from that.
>
> All the best, Ibrahim.
>
> -----Original Message-----
> From: Sandra Gayer
> Sent: Wednesday, February 26, 2014 12:08 PM
> To: BCAB Discussion List
> Subject: Re: [BCAB] POOR CUSTOMER SUPPORT IN THE VI TECH SECTORT
>
> Hello,
> If we're talking about the RNIB, I think everyone should know that the
> Talking Books Service has some interesting small print, as it were.
>
> Last year I opened an account but didn't want a year's worth and was
> told I could pay for a quarterly subscription which I did. However, I
> was also told that I didn't need to specify start and end dates and
> when the payment period ran out, (three months), the account would no
> longer function. This was incorrect and I have paid for time I did not
> use. In short, I have paid for six months when I used three. I was
> told on Monday that this advice was incorrect and that a subscription
> lasts for a year while the quarterly fees are a payment plan, rather
> than a method of account usage. There are some books I would really
> like to read which is why I am going to pay for three months before
> dropping the Talking Books Service for good!
>
> I'm only saying this on the Internet because I don't want anyone else
> to fall into the same trap!
>
> Very best wishes,
> Sandra.
>
> On 2/26/14, Ian Macrae <ian.macrae at disabilitynow.org.uk> wrote:
>> Once again I find myself banging my head against a brick wall with
respect
>> to after-sales/customer support service from a UK distributor of
>> blind technology.  At present I'll refrain from naming names or products.
>> suffice
>> it to say that a piece of equipment purchased by the government at no
>> small cost which is supposed to enable me to better do my job is
>> failing in one major respect.  What's more, the support I'm receiving
>> from the supplier falls well short of what I'd expect as a customer.
>> It leave me wondering whether there is any pressure that can be
>> brought to bear by the blind/PS community on these organisations.
>> This is the second piece of equipment in three months which has
>> fallen short, the first being the Seika Mini sold by RNIB about which
>> I've written previously.  Would BCAB be in a position to be a point
>> of reference or support for people in these circumstances?  It seems
>> to me that the body of other people's experience and the weight of
a
>> group  such as this might be better at bringing pressure to bear when
>> the individual is frustrated.  It seems ironic that when we as a
>> consumer group are now getting better customer service and provision
>> from around the mainstream market, the specialist providers are still
>> so woefully bad at providing the same.
>> --
>> To find out more about BCAB and the benefits that membership can
>> bring, please visit our website:
>> http://www.bcab.org.uk/
>>
>> To manage your subscription to the BCAB mailing list, please visit
>> our
>> website:
>> http://www.bcab.org.uk/bcab-discussion-list/
>>
>> To discuss matters relating to the mailing list, please email
>> moderator at bcab.org.uk.
>>
>
>
> --
> Soprano Singer
> www.sandragayer.com
>
> Broadcast Presenter
>
> www.insightradio.co.uk/music-box.html
>
> Voiceover Artist
>
> www.archangelvoices.co.uk/content/sandra-gayer
>
> --
> To find out more about BCAB and the benefits that membership can
> bring, please visit our website:
> http://www.bcab.org.uk/
>
> To manage your subscription to the BCAB mailing list, please visit our
> website:
> http://www.bcab.org.uk/bcab-discussion-list/
>
> To discuss matters relating to the mailing list, please email
> moderator at bcab.org.uk.
>
>
> --
> To find out more about BCAB and the benefits that membership can
> bring,
please visit our website:
> http://www.bcab.org.uk/
>
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website:
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>
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moderator at bcab.org.uk.


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To manage your subscription to the BCAB mailing list, please visit our
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