#SERIOUS Newtek Concerns
16 messages in this thread
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
Jerry, Thanks for sharing your experiences. I too have a business that depends
very much on my Toaster system being up and running. In the past NewTek was
surprisingly quick in taking care of a problem with my board. This was however,
a while ago. I guess I'm not ready to jump ship yet (my Flyer order is in) but
I guess we're all starting to feel a bit uneasy about the C= situation. Let's
hope that NewTek is just undergoing an extremely busy time getting the Flyer
ready, and not starting to fall apart after the recent changes. Regards, Gary
Gary,
Thanks for the reply. I was getting ready to pre-order a Flyer this week
myself, and am really dismayed by Newtek's handling of the situation.
Jerry
I believe Newtek has cashed in its receptionists for programmer types
gearing up for something big (Menpause?) My last broken toaster Air
expressed itself there and back again on their dime. Although the
experience cost me my Denise Chip ( the Toaster loads the ol' girl down) I
was pleased with the response and We were off to Render Render Land in 3
days. Being the eternal optimist, I think they are gearing up for
something big. Big kettle of Fish, Big Metamorphisis, who knows?
Joe Clasen
Joe's DB&G
Joe,
I hope that Newtek is gearing up for bigger things myself, but not at the
expense of current owners of their product. Glad to hear that you got quick
service from 'em, though.
Jerry
Jerry,
I think you got the right idea, sounds like NewTek is under staffed and
over worked… and you got lost in the middle of it. Remember just a few
weeks ago it seemed that we were going to get more support from NewTek on
this forum. That seems to have died again, but you already know why.
This does not help your anger, so if you need to borrow my standby —
Amiga 2000 Toaster board — call 716-881-5215.
Joe Maulucci >>> Accadia Electronic Arts
DTV & DTP BBS 1-716-882-1774 CNet
Joe,
Sincere thanks for a most generous offer. I hope Newtek proves my concerns to
be unfounded. I faxed a letter containing a copy of my long forum message to
Newtek after I posted it here, so I'll keep ya'll updated on the situation.
Thanks,
Jerry
Jerry,
Still being very close to NewTek, I can assure you that they are on the right
track. They have indeed been affected by the Commodore situation, but have
reorganized in a positive manner. Most of the people that were cut recently
were dead weight. If you had asked them their job description, they probably
couldn't have answered the question. There are a few exceptions, like Stephan
Bouchard (dealer sales). I believe one person was cut from tech support.
Like you, recently my Toaster died (about two weeks ago). It was sent through
NewTek in the regular manner, I received no special treatment. The tech support
person I spoke with had no idea that I was a former employee, or that I wrote
for VTU. After describing the problem in great detail, they gave my dealer an
RMA number, and Airborne arrived the same day to pick it up. Three days later,
I received my Toaster (via Airborne again), with a note saying that it was
indeed dead when I sent it in. It has worked properly since then.
As far as the price increase on the Flyer, in a letter to the dealer channel,
Tim Jenison stated that the increase was due to a miscalculation in the cost of
manufacturing the board. Frankly, no matter the excuse, if the Flyer delivers
on its promise, it will still be a bargain. This price increase announcement
has come at a bad time. I think it would've have been easier to take after the
announcement of some good news in the Commodore situation (hopefully).
The one thing I can agree with, is that NewTek's silence up til now, has been
deafening. As a developer, we have noticed a grinding halt in product sales.
NewTek's lack of comments have given the outlook of arrogance and ignorance,
which is altogether untrue. They have just been waiting for some kind of news,
good or bad, that they can base decisions on.
No matter, I am convinced with the fine product line they have (and products in
the works) that they will survive. It may not be pretty, but they will come out
of it a stronger company.
Brent
Brent,
I'm glad you had speedy service from Newtek when your Toaster died. I do not
wish for people to share my situation. I also certainly hope that Newtek
thrives in the future.
However, that does not change the way in which they're handling my case right
now, and the fact is that it could just as easily be another Toaster owner
receiving this treatment from Newtek. No matter _what_ the holdup is, there is
no excuse and no justification for repeated failure to call a customer back, as
they said they would, to keep the customer informed as to exactly what is going
on. Tommorow will be two weeks since I sent them my board, and despite
repeated attempts to get information, I have no idea what they've found, what
they're going to do, or when they're going to do it.
I'm a small independent producer who cannot afford to keep spare parts of the
cost level of the Toaster sitting around just in case, and there could
certainly be others out there in the same situation.
Thanks,
Jerry
Jerry: Sorry to hear about your Toaster woes. Your concerns certainly are
valid, and we can only hope everything gets sorted out at NewTek.
Obviously, everyone has different situations, but here's a little something
from my perspective:
My Toasters are central to my business, too. In fact, as of a couple of weeks
ago, it's my only source of income. So far, it's working out very well, but
I'd be dead in the water if my Toasters packed it in. If you can afford it,
get at least 2 Toaster systems. We've had 2 for a while, and afile and after
all the uncertainty over C=, we've got Amiga parts and a complete 2000 for
backup. There is a cheaper alternative, though. If you're lucky enough to
have a reputable dealer in your area, stick with him (or her). Get to know the
owner if you can. Spend money with them and become a valued customer. I've
had such an opportunity and over the years have built a stong relationship with
my dealer. So much so that they readily give me software and hardware to try
out. Being in Canada, I couldn't wait to get repairs done on crucial
equipment, but my dealer would and has, offered me hardware to get me through
tight spots. Luckily, we've never had to call in a major favour. Like I said,
not everyone can get such a rapport going with their supplier, but it's worth
it!
Regards,
Trent/ReAnimators
Trent,
You were indeed wise to build a relationship with a local dealer. I do the
same on any category of merchandise that I use on a regular basis, if possible.
I can go to the music store where I buy all of my pro audio equipment, and take
any piece of gear that I want to try out, from a microphone to a digital
multitrack recorder. I'm not so fortunate in the Amiga arena, though, since the
nearest Toaster/Amiga dealer is over 100 miles away. After this, though, I may
well consider picking up a second Toaster system down the road.
Thanks,
Jerry
Trent,
Hello fellow Canadian.I am a new CANADIAN AMIGA/hope to be video producer (when
I am not doing my normal management consulting). You said you were from Canada
and had a good dealer. I'm in Toronto. Are you/your dealer here or elsewhere?
Michael
Hello Michael,
Filmclips in Toronto are a very good bunch of people, and have a close rapport
with Newtek and other hardware and software companies. They have given me very
good service. You might try them out if you are not already. I am in the
Toronto area too.
Glenn
Glenn,
Thanks. I have had some dealings with John K. He has an article in the last
issue of Computing Now on the Flyer. I should give him a call as to what he
thinks is going on with Commodre
Michael
Michael: Howdy! I'm out west in Alberta (Edmonton). I've heard that
Flimclips Inc. is the dealer of choice in T.O. Call 1-800-ON-TOAST or
1-416-369-9819
Good Luck!
Trent/ReAnimators
Trent,
Hello fellow canuck. I have had some dealings with them. I think they have
recently shifted out of the dealer business more into production.
Michael