Actually, there is an escalation process at fs. I called about the problem between jaws and norton antivirus corporate 10.1. it was escalated to someone who did attempt to call me back concerning the issue. they do assign problems a ticket number. unfortunately, in my case, when I tried to call the person back, he never returned my calls. even with this tracking and escalating process, their tech support sucks, and it is getting a lot worse. that is why I have decided not to renew my sma, and I have been using a combination of other access technologies to perform my job. unfortunately, none of other screen readers that I have tried give me the necessary access that I need.
phil----- Original Message ----- From: "Darrell Shandrow" <nu7i@xxxxxxxxxxxxx>
To: <jfw@xxxxxxxxxxxxx> Sent: Monday, June 25, 2007 8:33 PM Subject: Re: Eric Damery's response to my Blog comments
Hi Chris and all, One serious issue is that tech support needs to be tracking and escalating these types of issues rather than just sending everyone canned responsesconstantly pointing the blame back to their systems. Yes. Of course, thereare often cases where the problem is based on something to do with the customer's system, but, for goodness sakes, can't there be at least some sort of case categorization, escalation and tracking scheme in place over there at FS? Darrell Shandrow - Accessibility Evangelist Information should be accessible to us without need of translation by another person. Blind Access Journal blog and podcast: http://www.blindaccessjournal.com Check out high quality telecommunications services at http://ld.net/?nu7i----- Original Message ----- From: "Chris Skarstad" <toonhead@xxxxxxxxxx>To: <jfw@xxxxxxxxxxxxx> Sent: Monday, June 25, 2007 3:06 PM Subject: Re: Eric Damery's response to my Blog comments Hi. Ok, all this sounds well and good, but if we keep reporting the same issues to the tech support people and they either don't listen or respond, or just keep telling people to do the same uninstall, re-install steps over and over, and it doesn't seem to work, what then? I'm fully aware that it's really hard to reproduce a problem that just a few people are having, and if someone has a problem under one operating system yet it doesn't happen on another that's not an easy bug to squash. But at the same time, giving the same canned responses is not the answer. and what if you've done all this before you've even called them and the problem still persists? doing it again, over and over and over obviously isn't helping and the tech support people who are giving these responses need to be made aware that this method isn't working. They talk about wanting to give us the highest quality tech support and the best product possible, what company doesn't? But this stuff is happening and they need to do something about it, I mean, really do something about it and make their customers happy again. At 04:35 PM 6/25/2007, you wrote:Rick, The main concern and request I have is that if you are experiencing problems, and the release of 2173 did not completely resolve them for you, is that you would please report them into our support with the best possible detail. As always, we will do our best to work through the issues with you and all the customers who are reporting such issues. The Virtual Buffer is in IE and OE were very bad for those that experienced them. The same for the crashing issue in OE which you and some others experienced. We got them reported, got details from as many of the users with the issues, and went back to the those customers with updated versions to verify that we resolved it. I recall doing exactly that on the OE crashing issue with you many months ago when I saw it being reported on a list server. Since you have installed 2173, you pointed out to me on the phone today that the Virtual Buffer issue has all bug gone away compared to 2107 and earlier. You mentioned that you did get one on the Audible Site Saturday and maybe one on Thursday I guess also, which may have led to the negative posting on Darrell's Blog Thursday night. This to me says there may still be something going on but as I mentioned to you today, it is difficult to solve what we can't reproduce. It does not mean we will not continue to work the issue, but getting the reports to our support team with the best step to step details will go further to helping solve the issues than anything else. I've taken the time to respond to you (along with Jeff and Darrell), because your customers and I'm hoping we can continue to deliver you all the best quality product possible, just as we attempt to do for all customers. I hope that this email serves to resolve your issues and open up communication between you and support to further improve the product. It is not my intention to debate these issues on your blog or podcasts. Eric -------------------------------------------------------------------------------- ======= Visit my webpage and podcast feed at: <http://www.blind-geek-zone.net>http://www.blind-geek-zone.net and my web Blog at: <http://blind-geek-zone.blogspot.com/>http://blind-geek-zone.blogspot.com/ __________ NOD32 2353 (20070625) Information __________ This message was checked by NOD32 antivirus system. <http://www.eset.com>http://www.eset.com-- JFW related links: JFW homepage: http://www.freedomscientific.com/ Scripting mailing list: http://lists.the-jdh.com/listinfo.cgi/scriptography-the-jdh.com JFW List instructions: To post a message to the list, send it to jfw@xxxxxxxxxxxxx To unsubscribe from this mailing list, send a message to jfw-request@xxxxxxxxxxxxx with the word unsubscribe in the subject line. Archives located at: //www.freelists.org/archives/jfwIf you have any concerns about the list, post received from the list, or the way the list is being run, do not post them to the list. Rather contact thelist owner at jfw-admins@xxxxxxxxxxxxxx -- JFW related links: JFW homepage: http://www.freedomscientific.com/Scripting mailing list: http://lists.the-jdh.com/listinfo.cgi/scriptography-the-jdh.comJFW List instructions: To post a message to the list, send it to jfw@xxxxxxxxxxxxxTo unsubscribe from this mailing list, send a message to jfw-request@xxxxxxxxxxxxx with the word unsubscribe in the subject line.Archives located at: //www.freelists.org/archives/jfwIf you have any concerns about the list, post received from the list, or the way the list is being run, do not post them to the list. Rather contact the list owner at jfw-admins@xxxxxxxxxxxxxx-- No virus found in this incoming message. Checked by AVG Free Edition.Version: 7.5.476 / Virus Database: 269.9.7/868 - Release Date: 6/25/2007 12:20 PM
-- JFW related links: JFW homepage: http://www.freedomscientific.com/ Scripting mailing list: http://lists.the-jdh.com/listinfo.cgi/scriptography-the-jdh.com JFW List instructions: To post a message to the list, send it to jfw@xxxxxxxxxxxxx To unsubscribe from this mailing list, send a message to jfw-request@xxxxxxxxxxxxx with the word unsubscribe in the subject line. Archives located at: //www.freelists.org/archives/jfw If you have any concerns about the list, post received from the list, or the way the list is being run, do not post them to the list. Rather contact the list owner at jfw-admins@xxxxxxxxxxxxxx
