CompuServe Messages

Having been on these forums very regularly for almost 2 years, it's no secret that I'm a fan of the Toaster, having recommended it many times, upgrading to the new equipment and software when it was offered, and having planned to purchase a Flyer when they become available. I must honestly tell you, though, that I'm getting concerned about Newtek. I sent my Toaster to them on 6/9 for repair or replacement, don't have it back yet, and am unable to talk to a single human being at the company who seems to have any clue whatsoever as to what is going on with it. It takes a ridiculous amount of time to even get to speak with anyone, then I'm usually told that 'all the technicians who could answer that question for you are unavailable right now…', and that they'll call back. The calls often don't come, however. My Toaster is central to my business, and without it my business is disabled. If this is Newtek's way of supporting their product, I have serious recommendations about continuing to recommend it. This is a rough history of my experience with Newtek on this problem. Dates are very close, and quotes from Newtek are summarized and paraphrased, but the integrity of the description of what they've said and done is definitely intact: Several calls over the past 2-3 months concerning the problem, during which I got the usual "pull the board out and reseat it" or "check your cables", and all the other common things to check, which I'd already done countless times. I was also told that "they would have to do some research on my problem and get back with me…" No further communication concerning that research. Sunday 6/5 — I faxed a 5 page letter to Newtek describing my problems in excruciating detail, asking for an RMA, and explaining that I had been in contact with tech support several times via telephone, to no avail. I also explained that the Toaster was central and essential to my business. Tuesday 6/7 — No response from the previous fax; faxed the whole thing again, also explaining my frustration at not having been called in response to the first fax. Wednesday 6/8 — Newtek called with an RMA. Thursday 6/9 — I shipped my Toaster board to Newtek via Airborne Express. Tuesday 6/14 — I called to check the status of the repair or replacement. Left message and was called back that afternoon by someone who said that "it should be ready by Wednesday 6/15 but that they couldn't promise." Friday 6/17 — Still Toasterless, after several attempts finally got through to a 'tech receptionist' around noon via telephone. Briefly relayed the history of the situation, and inquired as to its status. She said there was no way to tell, since her computer was down, but that she would find out and call me back. She did call back 4-5 hours later, but still could not give me any idea as to what was going on with my Toaster. She promised, however, to call me first thing Monday morning with definite information. Monday 6/20 — No call from the tech receptionist who'd promised to call back "first thing Monday morning." Around noon, I made my first attempt to reach tech support. No answer. Tried again about 30 minutes later. No answer. Then called the main number, got put on hold while listening to another several dozen rings without answer. (They are occasionally interrupted by a clever voice mail message saying things like "hold on, let me try another line for ya…" followed by a click and more rings, apparently to make one think that a human was actually trying to route the call through for you.) The real operator finally came back to announce that no technicians were available, but that she could take a message and one would call back shortly. I left the message. Around 5 PM, having received no call, I called again, only to go through exactly the same ridiculous scenario. This time, when the operator finally returned to explain that no technicians were available, but that she would be glad to take a message and have them call me back, I (rather irately) demanded to speak to someone who could tell me what was going on with my Toaster. I was transferred to 'the executive offices' and spoke with a lady who very politely absorbed all the facts as I very politely relayed them to her. She agreed that the situation had been improperly handled, and that she would take this matter "directly to Tim" and be back in touch with me today, probably mid-morning, possibly afternoon, with some definitive answers. Roughly 24 hours has passed since then, and I've heard nothing whatsoever from Newtek. When I consider –the recently reported personnel changes at Newtek –the recent laying off of workers rumored here on these forums –a huge price increase on a product that hasn't even been released –the demise of C=, the only computer that the Toaster will run on –and the way in which support of my own Toaster has been handled thus far, I'm personally beginning to have some very serious concerns about Newtek. Knowing that many potential Toaster buyers show up here asking questions about the Toaster, I felt an obligation to share my concerns publicly. My money is earned with great effort and very long hours, and it distresses me to think that I may have chosen poorly by choosing a Newtek product. Jerry Hatchett