[access-uk] Re: Buying JAWS from Sight and Sound

HI Jeff

I am sorry to hear of your problems with our web shop. It is the first of its 
kind and we will look into it as a matter of urgency. I am also concerned at 
where you have been leaving messages. Are they voice messages or email 
messages? When have they been left? I have seen nothing in our various in boxes 
and I monitor them all the time.

For sure I can state categorically that we would not add any product into a 
shopping cart that has not been selected by the account holder, so this must be 
a fault with the software on your account, We will investigate.

We respond to each and every request or complaint from our customers. I am 
certain that occasionally things go wrong, get lost etc but we always work hard 
to resolve issues, often at our cost if it helps the customer achieve their 
desired position.

I might also add, that this forum is probably not the best place to seek our 
attention. Whilst company employees are on the forum, as am I, we do not 
monitor it daily as we do our own company addresses. Also, I am not sure David 
was complaining also, but if there are any issues we should be attending to 
David, please contact us.

Jeff, we will be in touch

Regards
Glenn


From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of 
jeff flint
Sent: 22 December 2011 22:29
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: Buying JAWS from Sight and Sound

I have left this company more than ten messages and they never got back to me.
Glad to know I am not the only person who had problems.
Jeff
----- Original Message -----
From: David Russell<mailto:david.russell8@xxxxxxxxxxxx>
To: access-uk@xxxxxxxxxxxxx<mailto:access-uk@xxxxxxxxxxxxx>
Sent: Thursday, December 22, 2011 7:35 AM
Subject: [access-uk] Re: Buying JAWS from Sight and Sound

Andy,

The one thing you do not appear to have done is ask Sight and Sound for 
assistance.  They could no doubt have cleared up the problem in moments.  If 
something is wrong with their site, then it must be best if it is sorted out so 
that others do not have the same difficulties.

I am not saying your complaints are not justified, but your means of solving 
the problem, i.e. complaining on this list before giving S and S an opportunity 
to sort it out, is rather strange.


David



From: access-uk@xxxxxxxxxxxxx<mailto:access-uk@xxxxxxxxxxxxx> 
[mailto:access-uk@xxxxxxxxxxxxx]<mailto:[mailto:access-uk@xxxxxxxxxxxxx]> On 
Behalf Of ANDY COLLINS
Sent: 21 December 2011 23:10
To: access-uk@xxxxxxxxxxxxx<mailto:access-uk@xxxxxxxxxxxxx>
Subject: [access-uk] Buying JAWS from Sight and Sound

Hi all -

I'm revisiting this topic from a few months ago, when I was considering 
upgrading my JAWS from version 9 standard to the latest standard version. At 
the time, when I tried to add the upgrade to my shopping basket, I saw there 
was already another product in the basket that every time I tried to delete it, 
the upgrade got deleted too, thus giving me an empty basket. I've just had 
another go, and this time when I added JAWS9  to 13 upgrade to my shopping 
basket, found that already in there was something called White Large Lowercase 
Keyboard priced at £330, the same price as the JAWS upgrade. This then showed 
me as having a basket total of £660!

I think this is disgraceful practice, but not only that, it is very confusing 
given the way the website is set up. For example, when I click on the remove 
link for the keyboard, the value of my basket drops from £660 to £330, but the 
actual item [this white keyboard thing] still shows up as a quantity of 1 in my 
shopping basket. I'm reluctant to proceed with my purchase from this point, as 
I really don't know what I'll be charged for in the end.

And oh yes, I tried accessing the sight using a demo version of JFW12 as well.

Many of us have our gripes with this company, and have voiced them on this 
forum, but they seem to take little notice, even though members of it's staff 
view this list.

It appears that the cost of an upgrade from 9 to 13 standard is £330, but I'm 
not certain about that given what happens when I tried to add it to my basket.

It would be nice if S&S would actually take some notice of it's customers, we 
can't all be wrong about it's service, and just because there is little 
competition it doesn't mean we'll allow ourselves to be shabbily treated.

Andy



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