February 2009 -- HumanWare strives to offer our customers and partners the best customer and technical support in our industry. To improve our service to our customers across the US, HumanWare will move its support from Concord California to Canada over the next two months. The goal is to integrate our support infrastructure into one unified organization for the Americas.
This move does not affect our technical support since our staff is already deployed across the US and Canada and have been integrated into a single phone service back in July 2008. The activities being relocated are accounting, repairs, customer service (sales and non-technical inquiries) and logistics. All of these activities already exist in Canada.
This move will not require any changes on how our customers can interact with our organization. We will maintain the same phone numbers and hours of service as well as a US based mail address for communication and to return products for repair. Repair turnaround time will be maintained. Shipping fees will not be affected. Many of our current employees will retain their positions in California or will be offered equivalent positions in the new facility.
HumanWare's objectives for this modification in our operations are:
- To improve our service for our customers and partners long term while offering the same level of services both during the transition period and after the relocation.
- To make the transition as seamless as possible by maintaining the same phone numbers and a US repair shipping address.
- To remain the innovation leader in Blindness and Low Vision, help fund our product development efforts increase in 2009 and announce several new exciting product launches during the year.
