[BNU] Admin notice: forwarding and otherwise involving Humanware tech support on this list

From: Alex Hall <mehgcap@xxxxxxxxx>
To: Braillenote list <braillenote@xxxxxxxxxxxxx>
Date: Tue, 26 Feb 2013 22:30:36 -0500
Hi everyone:
We (the admins) have noticed a couple trends on this list which we would like 
to halt. No one is in trouble, as we have never before explained the below, but 
please read this message carefully and abide by the below requests.

Sometimes, listers will email Humanware tech support with feature suggestions 
or bug reports, which is wonderful. The problem is that they then forward this 
list the auto-generated replies from Humanware, which we do not need to see. 
These replies include the message you receive immediately, stating that a 
representative will be in contact shortly, or messages like "we will forward 
this to our development team for their consideration". These messages mean 
nothing more than Humanware has received your message and will file it where it 
needs to go, and this list is not concerned with that sort of thing. We are 
here to help each other learn more about the Braillenote family of products, 
and while feature requests and bug reports are part of that, please refrain 
from forwarding Humanware's standard responses to all of us. Everyone who 
emails Humanware tech support receives these answers, and they are not a 
promise that a feature will be added or a bug fixed, they are really nothing 
more than the written equivalent of Humanware saying to you, "Okay, we've noted 
it. Thanks."

Second, and on a related note, some listers will send an email to both this 
list and Humanware support at the same time. We ask you to please not do this, 
as anyone who hits "reply all" will be sending their own message to tech 
support without realizing it. The only thing this accomplishes is to put extra 
mail in the inboxes of the support team, mail that they have to get rid of 
before they can get to actual requests and reports instead of list traffic that 
does not pertain to them. Although they are silent, there are Humanware 
employees on this list, so there is no need to send a message to both parties - 
it only makes life harder for the support group. By all means, report bugs both 
here, to see if others experience them or have advice, and to support to make 
your concerns "official"; my point is that doing so in a single email is not 
the way to go. Please be sure that, if you are sending a message to Humanware, 
you do not include this list's address as an addressee, and vice versa.

Again, I want to be clear that I am not blaming anyone, and no one is in any 
kind of trouble. This policy was never explicitly stated, so there is no way 
anyone could know about it. However, from here on out, we ask that you abide by 
the above two requests. We feel that this will make life easier for Humanware 
staff and for all of us on the Braillenote list. As always, please feel free to 
email us (the address is in the footer of this message) if you have any 
questions or concerns. Thank you in advance for your cooperation and 
understanding.


Have a great day,
Alex (msg sent from Mac Mini)
mehgcap@xxxxxxxxx

-------------------------------
BNU: BrailleNote Users - a forum for users of BrailleNote family of products 
from Humanware.
Website: www.braillenoteusers.info

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[BNU] Admin notice: forwarding and otherwise involving Humanware tech support on this list

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