Re: jaws 5.1
- From: "Kay Malmquist" <kaylm@xxxxxxxxxxx>
- To: <jfw@xxxxxxxxxxxxx>
- Date: Sat, 1 May 2004 22:06:07 -0500
Well said. I only wish that the powers that be would read this and know
that what you say is felt and echoed by the majority. I personally know of
several people who vary much liked Jaws but because of many of the attitudes
you have just covered, felt they had no recourse but to buy Window Eyes.
One feels that while there are many things that he doesn't like about Window
Eyes, at least tech support is willing to work with him and admit there are
several problems that he has brought up that need to be worked on.
I like Jaws and feel the competition keeps these two screen readers moving
forward, however,that doesn't mean turning out products before they are
ready just so it can be said a new version is out there.
Kay Malmquist
kaylm@xxxxxxxxxxx
----- Original Message -----
From: "Bruce Toews" <coke_drinker@xxxxxxxx>
To: <jfw@xxxxxxxxxxxxx>
Sent: Saturday, May 01, 2004 6:02 PM
Subject: Re: jaws 5.1
Here's what it comes down to. FS shouldn't be comparing themselves with
mainstream software in terms of customer support. If they did, they'd fail
miserably. Just about every piece of software I own, the company will send
an e-mail to *my* e-mail box telling me that a new version is available,
often branded with my name, even though it's just a form letter. But what
FS should be doing is listening: What is the competition getting raves
about? How often are the complaints to FS about just the opposite? What
can we then do to not only catch up, but move ahead of the competition.
Another thing FS needs to do is to take ownership of its problems. They're
extremely good at saying, It's the web designer's fault, or it's this or
that application's fault. But they need to have a strict policy in place
which says, in effect Here's the problem, the onus is on *US* to fix it,
whether that web or software designer even cares or not. Where possible,
they should of course work with the designer, but where it's not possible,
then it's FS's responsibility to do everything in its power to fix the
problem instead of passing the buck, as they are all too often wont to do.
In my opinion, the competition has the inferior product. But, and this is
a big but, they demonstrate more of an attitude like the one I've outlined
than FS does, and because of that, if FS doesn't recognize the wakeup
call, if FS doesn't recognize that maintaining the satisfaction of
existing users is every bit as important in the short term, more important
in the long term, than attracting new customers, then the competition will
surpass JAWS.
I paid for JAWS out of my own pocket. I've paid for my SMA's, everything,
out of my own pocket. I have an investment to protect. Far from slamming
JAWS, I love the program, I believe in it, I actually care that a huge
part of my savings has gone to its purchase, and I want what's best for
it. End of rant.
Bruce
--
Bruce Toews
E-mail and MSN/Windows Messenger: coke_drinker@xxxxxxxx
Web Site (including info on my weekly commentaries): http://www.ogts.net
For the best oldies anywhere visit http://www.treasureislandoldies.com
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