[BCAB] POOR CUSTOMER SUPPORT IN THE VI TECH SECTORT

Alan Philpott alan at aphilpott.demon.co.uk
Wed Feb 26 15:58:54 GMT 2014


I thought that Which were supposed to deal with products for disabled
people.  Well, they should do if they don't already.

With kind regards,
Alan
home tel: 01733 551852.

-----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/
>>
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>> 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
>
> --
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>
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please visit our website:
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