RE: Helping FS Help Us
- From: Adrian Spratt <Adrian@xxxxxxxxxxxxxxxx>
- To: <jfw@xxxxxxxxxxxxx>
- Date: Mon, 17 Jan 2011 18:34:14 -0500
Dave,
I'm glad you posted this qualified affirmation.
One way to maximize the chances of getting a substantive response from FS
is, as you say, to persist. Sometimes FS's written responses address my
concerns, occasionally they don't. In cases when they don't, I'll call.
It's important to treat the tech service person with some firmness but
unfailing courtesy. For example, they often want to start the phone service
process by having you go through some basic tests and exercises. When I was
a beginner, this approach was justified. Sometimes I had overlooked
something obvious. But an experienced user needs to be able to say that
these basics have been tried and tested and still the problem persists. Dare
I say that persistence begets persistence?
If the front line isn't able to help, request escalation, if it hasn't
already been offered. For me, escalation has always led to someone with a
deep knowledge of JAWS and computers.
Always note the name and possibly the contact info of each FS rep you speak
to.
None of this is to suggest you'll always get a solution or the answer you
want. Usually, you do, but not always.
It's important for users to think before writing or calling FS. Vagueness
will prolong the process and probably result in dissatisfaction.
A person who has repeated problems dealing with FS might want to look to
themselves for some of the reasons why.
-----Original Message-----
From: jfw-bounce@xxxxxxxxxxxxx [mailto:jfw-bounce@xxxxxxxxxxxxx] On Behalf
Of Farfar Carlson
Sent: Monday, January 17, 2011 5:31 PM
To: jfw@xxxxxxxxxxxxx
Subject: Helping FS Help Us
Elf,
I've received those letters, all three, and more than once. However I've
also received more than one that had specific things to try, and failing
that, a promise to get a call from someone in the escalation department,
which has been helpful to them.
And even a couple that admit to having duplicated what I've found with a
promise to "add this to the list for a future revision."
Admittedly I do send them more than just an occasional report, so I have a
large enough sample density to result in observations with fairly good
statistical validity.
About 60% "Can't reproduce"
About 20% "Try this to resolve"
About 20% "Boy we sure missed that one"
So I'm all good with corresponding often and with persistence.
Dave Composed on a Dell Latitude 630 in the general vicinity of my Audio
Recording and Mixing Studios, San Francisco Bay Area.
----- Original Message -----
From: "The Elf" <inthaneelf@xxxxxxxxxxxxxx>
To: <jfw@xxxxxxxxxxxxx>
Sent: Monday, January 17, 2011 12:55
Subject: Re: JFW 12 issues revisited.
from past experience I will let you know that you probably get a letter
denying that they could reproduce the problem, or that it's not the fault of
jaws, but something on your two machine, or... there is a third response
they give, something about not currently working on this nor are there any
plans to in the near future... something like this, these are all what you
might call box stamp replies that they send out, but in an update or version
or two, suddenly the problem disappears! how amazing!
smile, smoke and canned snakes
elf Moderator, Blind Access Help Owner: Alacorn Computer Enterprises
Specialists in customized computers and peripherals - own the might and
majesty of a Alacorn! www.alacorncomputer.com proprietor, The Grab Bag, for
blind computer users and programmers http://grabbag.alacorncomputer.com
----- Original Message -----
From: "Shanda Adkins" <shanda.adkins@xxxxxxxxx>
To: <jfw@xxxxxxxxxxxxx>
Sent: Sunday, January 16, 2011 9:29 PM
Subject: Re: JFW 12 issues revisited.
Dave, I will compose my message to FS so soon as I send this one away. I
will give them as much information as I can, and just maybe they'll work on
fixing it. I'm sure they won't find it particularly pressing. <Smile> One
can hope, though. Take care, Shanda
On 1/16/11, Yadiel Sotomayor <yadosotomayor@xxxxxxxxxxx> wrote: ?Dave, no
offense, but you sound like a politician! lol. I agree. If wee all complain,
I mean, send our troubles to FS they will slowly, but surely fix most of the
problems. I hope.
--------------------------------------------------
From: "Farfar Carlson" <dgcarlson@xxxxxxxxxxxxx>
Sent: Sunday, January 16, 2011 9:15 PM
To: <jfw@xxxxxxxxxxxxx>
Subject: Re: JFW 12 issues revisited.
Shanda,
You may not find anyone else having exactly the same problem and able to
demonstrate it in the same way. FS would be better off (as would all JAWS
users) to know all individual specific problems related to each person's
unique installation and hardware. They can do a better job of fixing issues
if they know all the variances that lead to a similar symptom.
We don't gain any more attention from FS by having a few more people agree
on a problem than if each of us individually send in our problems. It
results in the same number of people, but each with a voice.
Don't delay, send that message today!
Dave Composed on a Dell Latitude 630 in the general vicinity of my Audio
Recording and Mixing Studios, San Francisco Bay Area.
----- Original Message -----
From: "Shanda Adkins" <shanda.adkins@xxxxxxxxx>
To: <jfw@xxxxxxxxxxxxx>
Sent: Sunday, January 16, 2011 16:35
Subject: Re: JFW 12 issues revisited.
I wanted to see if others had this issue before reporting to FS. Take care,
Shanda
On 1/16/11, Farfar Carlson <dgcarlson@xxxxxxxxxxxxx> wrote: Again, not to
sound pedantic, but have you sent this problem in to Freedom Scientific
Support? support@xxxxxxxxxxxxxxxxxxxxx
Dave Composed on a Dell Latitude 630 in the general vicinity of my Audio
Recording and Mixing Studios, San Francisco Bay Area.
----- Original Message -----
From: "Shanda Adkins" <shanda.adkins@xxxxxxxxx>
To: <jfw@xxxxxxxxxxxxx>
Sent: Sunday, January 16, 2011 09:03
Subject: Re: JFW 12 issues revisited.
Hi all, One issue I am having on a particular site. FS reported that in JFW
12 you could now see the "sample" button on the Audible site when you wanted
to listen to a narrator. You could see it before, of course, but could not
click on it--well, now they're saying you can. You could in version 10 I
think it was, but in 12 you cannot. Also, several of the links on the
Audible site are no longer labelled correctly--they just say link. anyone
else having similar issues where FS says something works now and it clearly
doesn't? Take care, Shanda
On 1/16/11, Farfar Carlson <dgcarlson@xxxxxxxxxxxxx> wrote: Mike,
I've noticed slow or halting performance with both JAWS 12 and JAWS 11 on my
machines, and have reported specific situations to FS. All I can suggest is
that you report the same to FS, and do so often. Only then will we get their
attention.
Dave Composed on a Dell Latitude 630 in the general vicinity of my Audio
Recording and Mixing Studios, San Francisco Bay Area.
----- Original Message -----
From: Mike Mote
To: jfw@xxxxxxxxxxxxx
Sent: Sunday, January 16, 2011 07:39
Subject: JFW 12 issues revisited.
Hi folks! Contrary to some listers' opinions, jfw 12 does have its issues. I
am experiencing sluggishness while using either IE or Fire Fox. It's not my
computer, because the same thing is happening on my lap top. I figured it
might be because of flash content on web pages. I have checked the option to
ignore flash on web-pages, but I'm still seeing the flash content anyway.
Not sure why that is. Maybe I'm doing something wrong, but the point is, it
really slows me down. Anyone else have this issue, and what steps have you
taken to correct it, aside from going back to jfw 10 or 11?
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Yadiel J. Sotomayor
E-MAIL: yadosotomayor@xxxxxxxxxxx
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