[BCAB] Good (was) Poor Customer Response - Visual Impairment sector

Alan Philpott alan at aphilpott.demon.co.uk
Thu May 1 08:13:04 BST 2014


Richard,
Quite so; my experiences have nearly always been good, and all-pervading
damning criticism is inappropriate I feel.

With kind regards,
Alan
home tel: 01733 551852.

-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk]On Behalf Of Richard
Godfrey-McKay
Sent: 30 April 2014 21:14
To: 'BCAB Discussion List'
Subject: Re: [BCAB] Good (was) Poor Customer Response - Visual
Impairmentsector


Well, I had excellent service from Tristram at s&S today, when he e-mailed
FS this morning to get my Brother's Jaws Auth code, and had the answer this
afternoon.

Techno-vision, Dave Godfrey at Blazie, Comproom and Cragside have always
given great service, and I've only had one company, with which I won't ever
deal, which gave really poor service some years ago.

 My experience is pretty good - and we do need to remember that some
customers probably need quite time consuming support.
	Richard

Richard Godfrey-McKay

Telephone: 01738-445 880

Mobile: 07791 452 593




-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk] On Behalf Of Glenn Tookey
Sent: 30 April 2014 17:57
To: BCAB Discussion List
Subject: Re: [BCAB] Poor Customer Response - Visual Impairment sector

Hi David

I am sorry that you feel our customer service is bad because of the
timescale we quoted regarding the JAWS upgrade. We quote UP TO 5 days,
because sometimes it takes 5 days turnaround from customer order to Freedom
Scientific executing the upgrade on their database and sending the
completion advice back to us. Often it takes less time, but we have always
quoted up to 5 days because when we used to say it should be done in 1, 2 or
3 and it didn't happen, we had unhappy people chasing us. We lose some time
due to time zone difference, but the turnaround time is in the USA. We have
no desire to slow down any order and anything ordered from us that we have
end to end control over is despatched same day if ordered before 3pm.

We have a web shop that is pretty good in being able to handle VAT
exemption, so people can transact with us 24 hours a day - we try to make it
easy to do business and of course we spend a great deal of time supporting
our client base through our free help desk service, so I feel slightly
bruised at the suggestion that our service is poor.

However, your post is fair - I would also expect Freedom to clear through
the database upgrades faster than they do, so I will take it up with them in
an attempt to match the Amazon experience.

Thanks for the feedback - I will go away and make it a better experience

Regards
Glenn




-----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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