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Freedom Scientific is a large company that deals with adaptive technology for the blind and people with visual impairments. I love the company and its products, and it is staffed with some extraordinarily dedicated and talented people.
The problem with Freedom Scientific (FS) is that, while Americans can either deal directly with the company or go through an authorized dealer, if you are not an American, you must go through an authorized dealer for sales, service, etc. This is compounded for Canada by the fact that there is only one authorized dealer to choose from. So if you want one of FS's great products and you are a Canadian, you only have one company you can turn to. That company is Optelec Canada.
Some time back, I sent my Focus 40 Blue braille display in for repairs. A dot was not working correctly. The braille cell containing the effective dot was replace and the unit was sent back to me. Despite the fact that I had shipped the unit to Optelec (way over in Quebec) with expedited shipping, they returned the unit to me using the slowest possible shipping speed. Not only that, but it was shipped to the incorrect apartment in my building. Earlier this year, another dot on the braille display exhibited the same kind of problem, leading me to think that there were systemic problems inside this particular unit. Optelec told me to get compressed air and try to clean it with that. I bought the compressed air, I bought some isopropyl alcohol, a lint free cloth, I bought everything needed to do my due diligence in cleaning the unit. Still the dot was giving me trouble. I shipped the unit back to Optelec, at my own expense of course, and was told that the cell needed cleaning. Since cleaning wasn't covered under warranty, I would have to pay $150 to get the unit cleaned, plus return shipping. Since this was the only way I was going to get a working display back, I did this, at a cost of $190 to me after shipping. However, when I got the unit back, the defective dot in question was still behaving the same way. Optelec said that they had tested it for two days and it was fine, this in spite of the fact that, unless they had someone working through the weekend on it, they didn't have it for two days to test it.
I again contacted Optelec. They agreed, this time, to take the unit back (they paid the slow-boat-to-Quebec shipping this time). They had the unit for only a few hours, did not attempt to contact me at all, and sent it right back. When I asked later, they said they swapped out the cell. However, the new cell did not work correctly - possibly due to a bad cell, possibly due to hurried instalation.
They finally agreed to send me a new unit, telling me I would be getting a brand new box. I sent my old unit in, and the new unit shipped today. But because I didn't send back the manual and CD, I'm not getting a new box after all. Were they planning to pass of a 4-year-old used manual and CD as new to some other customer?
I love FS and its people, as I said, but I believe that if they are going to require non-Americans to go through a dealer, then it is up to them to make sure that the dealer is customer-friendly and customer-centered. This is even more important if you're in a country of 30 million people and only have one dealer you are allowed to turn to.
For Optelec's part, just because you are the only game in town does not give you the right to treat me badly. I spent lots of money on this display, purchased, I might add, out of pocket, including $190 on a cleaning job meant to solve a problem but not succeeding. I have been made to feel that I am the problem and not Optelec, and the feeling I have always gotten was, "Screw you, where else are you going to go anyway?" This service is a huge discredit to the great folks at FS, a company who has earned my loyalty over the decades.
If you are a Canadian wanting to purchase one of FS's fantastic products, be aware that you will have to deal with Optelec Canada. Be aware that they're the only game in town and they know it, and they will treat you accordingly. Be aware that there is every chance you will be treated like dirt and there's no recourse for you if you do.
The problem with Freedom Scientific (FS) is that, while Americans can either deal directly with the company or go through an authorized dealer, if you are not an American, you must go through an authorized dealer for sales, service, etc. This is compounded for Canada by the fact that there is only one authorized dealer to choose from. So if you want one of FS's great products and you are a Canadian, you only have one company you can turn to. That company is Optelec Canada.
Some time back, I sent my Focus 40 Blue braille display in for repairs. A dot was not working correctly. The braille cell containing the effective dot was replace and the unit was sent back to me. Despite the fact that I had shipped the unit to Optelec (way over in Quebec) with expedited shipping, they returned the unit to me using the slowest possible shipping speed. Not only that, but it was shipped to the incorrect apartment in my building. Earlier this year, another dot on the braille display exhibited the same kind of problem, leading me to think that there were systemic problems inside this particular unit. Optelec told me to get compressed air and try to clean it with that. I bought the compressed air, I bought some isopropyl alcohol, a lint free cloth, I bought everything needed to do my due diligence in cleaning the unit. Still the dot was giving me trouble. I shipped the unit back to Optelec, at my own expense of course, and was told that the cell needed cleaning. Since cleaning wasn't covered under warranty, I would have to pay $150 to get the unit cleaned, plus return shipping. Since this was the only way I was going to get a working display back, I did this, at a cost of $190 to me after shipping. However, when I got the unit back, the defective dot in question was still behaving the same way. Optelec said that they had tested it for two days and it was fine, this in spite of the fact that, unless they had someone working through the weekend on it, they didn't have it for two days to test it.
I again contacted Optelec. They agreed, this time, to take the unit back (they paid the slow-boat-to-Quebec shipping this time). They had the unit for only a few hours, did not attempt to contact me at all, and sent it right back. When I asked later, they said they swapped out the cell. However, the new cell did not work correctly - possibly due to a bad cell, possibly due to hurried instalation.
They finally agreed to send me a new unit, telling me I would be getting a brand new box. I sent my old unit in, and the new unit shipped today. But because I didn't send back the manual and CD, I'm not getting a new box after all. Were they planning to pass of a 4-year-old used manual and CD as new to some other customer?
I love FS and its people, as I said, but I believe that if they are going to require non-Americans to go through a dealer, then it is up to them to make sure that the dealer is customer-friendly and customer-centered. This is even more important if you're in a country of 30 million people and only have one dealer you are allowed to turn to.
For Optelec's part, just because you are the only game in town does not give you the right to treat me badly. I spent lots of money on this display, purchased, I might add, out of pocket, including $190 on a cleaning job meant to solve a problem but not succeeding. I have been made to feel that I am the problem and not Optelec, and the feeling I have always gotten was, "Screw you, where else are you going to go anyway?" This service is a huge discredit to the great folks at FS, a company who has earned my loyalty over the decades.
If you are a Canadian wanting to purchase one of FS's fantastic products, be aware that you will have to deal with Optelec Canada. Be aware that they're the only game in town and they know it, and they will treat you accordingly. Be aware that there is every chance you will be treated like dirt and there's no recourse for you if you do.
