As a student, I would like to thank Alex for the courage in opening up this
debate. I am currently in the final stages of a PhD which supports the
argument for greater consultation and participation of disabled students in
the development of higher education policy and provision. Historically,
disabled students have lacked a voice, their views have remained unheard and
there has been a reliance on non-disabled people to represent their 'needs'.
Providing an opportunity for increased feedback and consultation can only
benefit the level of quality and service offered.
Karen Beauchamp-Pryor
University of Wales Swansea
----- Original Message -----
From: "alex larg" <[log in to unmask]>
To: <[log in to unmask]>
Sent: Sunday, March 25, 2007 12:12 AM
Subject: Re: Computer suppliers
> Nasser,
>
>
> As an independent freelance professional I have a policy of trying to be
> completely open and above board about my Business. I intend to, and try
> very
> hard to, maintain my integrity so that when I work with (student or other)
> clients, AT suppliers, LEAs, Assessment Centres and Universities, they
> know
> that they can trust my professional, independent and uninfluenced
> opinion.
> I buy my own equipment with nothing supplied by companies which may make
> me
> feel obliged to use them as a supplier. I have my own professional
> insurance
> and I want to maintain my freelance status with the Inland Revenue.
>
> "...Much sooner than this..." I have only been an independent stakeholder
> for about two and a half years and now I am in a much stronger position to
> campaign for students' rights since I don't have ties or line management.
> I
> answer to myself and my clients. (and if I didn't like their feedback I
> could put it in the bin I guess - but I don't - I listen and try and
> improve.)
>
> I have worked with and advised a number of suppliers over the 10 years
> that
> I have been in the business of advocating the rights of disabled students.
> I
> have worked with Tony Lees at Avantek and helped his company develop
> feedback forms, helped him to train professional trainers and also
> provided
> disability awareness training for him and his company employees.
>
> I personally feel that Avantek are an excellent supplier, who answer the
> phone when you ring, who provide goods within a reasonable timescale and
> who provide excellent follow up support if something goes wrong with a
> machine supplied by them. I have seen from experience that their support
> is
> prompt, sympathetic but not patronizing, fast, and on-site, which for a
> disabled student is essential in my opinion. I am not saying Avantek is
> perfect and we all have room for improvement, but I have provided a lot of
> training for students who have been supplied with Avantek computers and
> this
> is how I have this knowledge of Avantek's service provision. I am also
> sure
> that some other companies out there do the same good work, again from
> experience and client feedback.
>
> However it is not my view but the students' views here that count surely.
> I
> don't want to make assumptions and that is why I am seeking to gather
> evidence which is relevant to disabled students' experiences in HE of DSA
> and specifically in this case computer equipment supplied to them. Of
> course
> this does and should extend to training. But as an independent trainer
> working across the board with different suppliers machines, I feel well
> placed to gather this evidence. People are writing to me off list, I have
> my
> own personal experiences with numerous students over the years and I have
> numerous friends and colleagues out there who are disability officers
> (overworked and under-resourced) who often have to help pick up the pieces
> with D/disabled students. (Again dis-forum members and associates please
> let me know of your experiences and your students' experiences and support
> me if you feel it is appropriate off or preferably on list. A - me too -
> will do.)
>
> I may be reinventing the wheel (my version is round by the way) but I am
> doing this free of charge. I am trying to be open and above board and I
> am
> willing to listen to what is said and to keep an open mind.
>
> The Walt Disney philosophy is that:-
>
> Rule 1 - the customer is always right.
> Rule 2 - if the customer is wrong then see Rule 1.
>
> That doesn't seem like a Mickey Mouse idea to me - it seems like forward
> thinking and the best possible approach, especially when (disabled -
> social
> model) customers are virtually forced to use this premium service in a
> "cartel" type set up.
>
> Yours sincerely,
>
> Alex
>
> Alex Larg
>
> [log in to unmask]
> 07931 561 877 or 07916 175 077
> Freelance Assistive Technology Trainer
> Freelance study needs assessor
> Former Disability Officer
>
>
> On 24/3/07 11:42, "Nasser Siabi" <[log in to unmask]> wrote:
>
>> Tony
>>
>> Don't panic mate, he is saying you are one of the good guys, I say this
>> because I know Alex is one old timers of this industry and he knows all
>> the play makers and if he had any issues with your company or mine or
>> Ian's he would have proactively contacted us to inform and resolve the
>> problems much sooner than this. He does not strike me as being a type of
>> person to want to wait for things to sort themselves out and he would
>> rather make sure the student welfare came first and naturally he would
>> kick some rear ends to make sure this happens immediately.
>>
>> So, I think if you have not heard or spoken to Alex before on major
>> issues then you are not the type of supplier he is talking about. Would
>> that be a good assumption Alex?
>>
>> best wishes
>>
>> Nasser
>>
>> Tony Lees wrote:
>>
>>> Whilst I am grateful to Alex for mentioning Avantek alongside such
>>> illustrious company I am sure he did not mean to suggest that Avantek
>>> are the
>>> sort of supplier that would provide our student clients with less than
>>> adequate machines, support, training or service. We are justifiably
>>> proud of
>>> and continually strive to maintain our consistent record of excellent
>>> service
>>> - see www.avantek.co.uk/dsa.
>>> (rant over).
>>>
>>> Regards, Tony
>>>
>>> Avantek are the First DSA-QAG Quality Assured, Accredited Supplier.
>>>
>>> Tony Lees
>>> Avantek Computer Limited
>>> Computer Systems and Solutions; hand crafted by artisans for the
>>> discerning
>>> client.
>>> St Peter's Road
>>> Arnesby, Leics, LE8 5WJ
>>> tel: 0116 247 8515
>>> fax: 0116 247 8843
>>>
>>> http://www.avantek.co.uk
>>>
>>> e-mail disclaimer: http://www.avantek.co.uk/e_disc.htm
>>>
>>>
>>>
>>>> -----Original Message-----
>>>> From: Discussion list for disabled students and their support
>>>> staff. [mailto:[log in to unmask]] On Behalf Of alex larg
>>>> Sent: 22 March 2007 14:12
>>>> To: [log in to unmask]
>>>> Subject: Computer suppliers
>>>>
>>>> Dear Colleagues
>>>>
>>>> I have worked as an AT Trainer, assessor and Disability
>>>> Officer for around 10 years now. Over that time I have worked
>>>> with hundreds of students and some of them seem to have been
>>>> supplied with unsuitable computer hardware.
>>>> This may be due to assessors not recommending appropriate
>>>> kit: we all make mistakes - I have made and learnt from many
>>>> myself, but this is not my concern here.
>>>>
>>>> It may, however, be due to the suppliers not providing
>>>> adequate machines and/or not providing good and accessible
>>>> follow up support to their clients.
>>>>
>>>> DSA-QAG has been set up, at virtually no cost I believe,
>>>> to... Well I'm not sure what for, but the point is they have
>>>> introduced a service level agreement (SLA) for suppliers who
>>>> also have to pay for the privilege of supplying equipment as
>>>> a percentage of their turnover. (I'm sure I will be kindly
>>>> corrected for my incorrect facts within this paragraph by
>>>> colleagues.)
>>>>
>>>> My point, when I eventually get there, is that DSA-QAG SLA,
>>>> is dentally challenged, i.e. there is/are no teeth, or at
>>>> least none that I am able to find. (see above.)
>>>>
>>>> What I would ask of you is to ask your colleagues and
>>>> students for their feedback of experiences with suppliers
>>>> such as Microlink, Iansyst, Avantek and other DSA suppliers
>>>> as I wish to collate some information for evidence to take to
>>>> DSA- QAG / DfES, as I fear from my experience some students
>>>> may be receiving a less that satisfactory service.
>>>>
>>>> Of course positive feedback is welcome, but I have to be more
>>>> concerned with the less satisfactory side of the service too.
>>>>
>>>> I am sending this message cross-forum, and so apologies for
>>>> those receiving this a number of times.
>>>>
>>>> I also ask Nasser at Microlink, in his position as
>>>> representative for suppliers and tier discussion group, to
>>>> circulate this message on their list.
>>>>
>>>> Please pass this onto any other appropriate lists so we can
>>>> obtain as wide feedback as possible. I am in the process of
>>>> rejoining NADP (if they will have me) and so this has not
>>>> gone to that list. Maybe someone at NADP could pass it on if
>>>> that is deemed appropriate.
>>>>
>>>> I know that suppliers generally ask clients for feedback, but
>>>> I feel that system may be slightly compromised and I don't
>>>> know whether that information is published anywhere.
>>>>
>>>>
>>>> Please contact me off-list with your replies.
>>>>
>>>> Thanks for you time.
>>>> Best wishes,
>>>>
>>>> Alex
>>>>
>>>> Alex Larg
>>>> Freelance Assistive Technology Trainer
>>>> Freelance study needs assessor
>>>> Former Disability Officer
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Sent using the Microsoft Entourage 2004 for Mac Test Drive.
>>>>
>>>>
>>>>
>>
>
> Sent using the Microsoft Entourage 2004 for Mac Test Drive.
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