kareno@hpcvra.cv.hp.com. (Karen Oda) (04/11/91)
I would like to report an unfortunate exchange I had with a educational software company. I do this as a warning to others who might have dealings with this company. I am heading up an effort to get a computer lab into our local elementary school. One of the packages the teachers requested was a Logo package. I called around and found that Harvard Associated Inc had a network version available. The teachers wanted to hold an after school class starting in three weeks. I called the company and told them I wanted to purchase the program and that I needed it in three weeks. They said they could handle a purchase order from the school or if I was in a hurry they would bill me and ship the next day. They said that shipping UPS I could expect it in 5 working days. I ordered the package and waited for it to arrive. After two weeks without any sign of it I called the company. They said it had just shipped (11 days after they said they would ship it) and I could expect it in 5 days. I called back two days before the class was to start and told them I was really in a bind. They said there was nothing they could do for me. I asked if I could talk to a manager to see if they could next-day ship me a package and I would then return the original shipment when it arrived. Mr. Rossi informed me that he owned the company, that they had been doing me a favor by shipping this without a purchase order, and that shipments usually took three months. He was very rude. I said he didn't seem very eager to help his customers. At which point he informed me that he didn't have to listen to me tell him how to run his company and that he was going to get off the phone now. I am really sorry that I purchased this package for the school. (It did finally arrive - we had to postpone the class for a week). I am concerned about the quality of support and the viability of a company with this kind of attitude about its customers. When we set up the next computer lab in the district I will recommend another vender.
kareno@hpcvra.cv.hp.com. (Karen Oda) (04/12/91)
I have recieved inquires as to the name of the company I was dealing with. The company was Harvard Associates, Inc. of Cambridge, MA. The person I had the phone conversations with was Mr. Andre Rossi, their director of educational marketing (according to their mailings). He told me on the phone that he was the president of the company.