[Promotion-technology] Fwd: A Message from HumanWare

[David Andrews]

>
>>>> HumanWare <us.news at humanware.com> 9/1/2006 4:20 PM >>>
>Dear Valued Customer
>
>I want to thank you for entrusting us with your business and I want
>to let you know some of the important improvements we are making at
>HumanWare.
>
>Since my appointment twelve months ago as President of HumanWare
>USA my focus has been on continuous improvement.  Listening to your
>concerns has been the primary influence for change during my time at
>HumanWare USA.  As we are a global company, Dr. Richard Mander,
>Group CEO, has reaffirmed this commitment to our customers
>internationally which has resulted in change across the group.
>
>To understand your needs, we have engaged in discussions with end
>users, agencies and advocacy groups.  Two common themes highlighted
>from these discussions were product reliability and improved
>customer service.
>
>Product reliability has been addressed at the global level by Dr.
>Mander with changes in both manufacturing and development. We have
>recognized problems and communicated the resolution of those
>problems to keep you informed. The HumanWare group is now positioned
>to better ensure quality control and quickly respond to potential
>issues.  In addition all HumanWare manufacturing is ISO compliant.
>
>Although some of these changes may impact individuals there remains
>a dedicated team of developers who are now listening to all of our
>customers rather than the personal desires of any individual. This
>will result in future products addressing the needs of the market
>rather than the whims of an individual.
>
>In the US, you're talking and we are listening.  We have changed a
>number of things in response to customers concerns:
>
>* Technical Support staff has doubled. 
>* The number of Service Technicians has also doubled.
>* We've consolidated our customer service staff in one location and
>one toll free number.
>* More experienced users of adaptive technology have been hired and
>now represent a third of all US staff.
>* Product and customer service training has increased in all
>departments.
>* We have joined the Better Business Bureau to facilitate customer
>feedback and ensure third party monitoring.
>
>With these changes, you can expect a quicker response and a better
>overall experience when calling us.
>
>Customer feedback is essential for this to be a continuous
>improvement process and I encourage you to continue.  I am confident
>that these changes will improve your experience, so effective
>October 1st all technical support calls will be toll free and
>reachable though our standard 800 numbers.
>
>I look forward to hearing from you.
>
>Philip Rance
>President and CEO
>HumanWare USA Incorporated.
>
>175 Mason Circle
>Concord CA 94520
>800-722-3393
>
>
>
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>
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