| You suggested that the help for searching page was not as comprehensive as it could be, especially for users who may not be experienced in the conventions used when searching electronic databases. |
We thanked you for your helpful feedback. We explained that we were planning to provide more comprehensive help but were waiting to test our search engine so that we could assess the effect, if any, that it would have on searching these databases. In addition, we would like to cover specific
customer issues like this one when we do update the Help. |
| You said you found the website confusing to navigate and could not find the information you were looking for. |
We contacted you and helped you navigate to the information he required. |
| You asked whether the system on the online form 23 should contain a prefilled GB in the box. Alternatively, just putting in the publication number could be sufficient. |
We explained that we had looked quite carefully at the issue of how best to enter the publication number on the service because we have had problems with customers trying to use the service for EP cases. Whilst we accepted that it would be possible to pre-fill the box with GB, we believed that on balance the current approach helps to prevent customers mistakenly using the service for non-GB
cases. |
| You stated that the online form warns the applicant of the need to file a form 7 but this appears to be generated and submitted automatically. You asked whether re-submission of this form was necessary or whether the website should be amended. |
We explained that we had looked into the service and found that it was working as intended. We attached two attachments to our response e-mail which showed what happens when “Yes” is selected and when “No” is selected at step 4 of the filing service. If “Yes” is selected a screen is provided to fill in the inventors details. When the details are completed a Form & will be generated. If “No” is selected a further warning screen appears before you
can move onto the
next step. This should not generate a Form 7. |
| You were concerned that the icons for viewing PDFs did not show correctly on your computer. |
We explained that we had consulted our technical staff about the issue concerning the PDF icons and they were unable to find a fault. Also the issue had not been raised by other customers. They should certainly work with IE7, but we advised you that it might be worth checking your PDF reader software as that could cause a problem. |
| You were looking into online filing of national applications in the UK and noted that there were two routes - online and by using EPOline software. You asked for more information on the two routes and why there were two routes in the first place. |
We confirmed that we provide two routes to file on-line with us. We introduced the first route via epoline some years ago and although it is popular with many customers, it gradually became apparent that other customers would prefer a simpler web service which did not require them to load software onto their internal systems so we developed the web filing service. We directed you to our website for more information. |
| You were concerned that it was necessary to press two separate FINISH buttons when submitting a form online. Your worry was that if you had not realised you needed to press the second FINISH button your form would not have submitted and you would have missed his deadline. |
We explained that the design of the form was constrained by the fact that the service allows customers to file many different types of document including fee bearing forms. For example, if the system had been used to file a form which attracts a fee you would have been taken to another page to complete the fee payment details. That may help to explain why the “Finish” button on the last page cannot be changed to “Submit”. Nevertheless we agreed that the “Finish button on the last page could be more conspicuous and we intend to make it more visible when we next change
the software. |
| You asked were completing an online Trade Mark registration but the email field only accepted addresses that were one character shorter than your email address. You were worried that you would not receive acknowledgement and receipt of your application. |
We explained that our technical team investigated the issue. Our database only currently allows the first 40 characters of an email address to be recorded. To increase the size of the field would take a major restructure of the database. We asked you to set up a shorter e-mail address. We also sent you your filing receipts. |
