Re: jaws 5.1
- From: "dennis" <dennis@xxxxxxxxxxxxxxxxx>
- To: <jfw@xxxxxxxxxxxxx>
- Date: Mon, 3 May 2004 08:09:13 -0500
ay men rob. my thaughts exactly...
----- 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
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