Customer feedback - January to March 2011

Compilation of compliments made by customers during the period of January to March 2011.
Compliments Response and additional measures taken
You commented, "On the 3 December 2010, someone who works for your company came to college to give a talk about the IPO; what it does, about copyrights and patents, how they work and what roles they play. I'm not sure whether the IPO allocated him the time to do so or he took his own free time to do so but either way I am extremely thankful. I found the topics covered extremely interesting and beneficial to my e-commerce module, which I also rather enjoy as it goes into consumer / business / government law regulations slightly, as well as skimming the surface of Copyrights and Patents which is a great interest to me. I didn't have a chance to send an email earlier but I just wanted to say thank you both to him and to the IPO. If you could send my thanks along it would be very much appreciated." None required as a compliment.
You said, "Very knowledgeable about what he was talking about." None required as a compliment.
Said to us, "Thank you for your effective effort." None required as a compliment.
You told us that the website has been very useful for your studying. None required as a compliment.
You advised, "Always ready to help." None required as a compliment.
Advised, "Good basic grounding." None required as a compliment.
You were incredibly impressed with the service that you received from our office especially your call to the Information Centre and the knowledge we had to guide you to the correct pages on the website and our working knowledge. It showed that our staff our well trained. None required as a compliment.
Advised we are, "Good." None required as a compliment.
You said, "There was a huge amount of information to absorb. I found FSB and EMNICO did not add value, and would have preferred the speaker to use that time to explain things a bit more fully. Overall an invaluable event which although it will cost me some time, could end up saving me a fortune." None required as a compliment.
You advised we are, "Clear, polite and helpful." None required as a compliment.
Mentioned we are, "Very helpful." None required as a compliment.
You told us, "So glad to have done this workshop as an intro to these issues." None required as a compliment.
Told us we are, "Very friendly, helpful and calm." None required as a compliment.
Told us, "Good - to the point." None required as a compliment.
You advised, "Very useful! Interested in similar events." None required as a compliment.
Told us we are, "Very helpful." None required as a compliment.
Explained, "Excellent." None required as a compliment.
You told us, "Well presented, very useful, and I will be using the IPO more in the future." None required as a compliment.
Advised we are, "Clear and helpful." None required as a compliment.
Told us, "Very helpful during on line filing operation." None required as a compliment.
You advised, "I came knowing very little and now feel I know a lot more." None required as a compliment.
Commented that we are, "Very helpful and good to speak with." None required as a compliment.
You told us, "Very polite and informative." None required as a compliment.
You told us, "Thanks." None required as a compliment.
Advised, "Very thorough and informative. Makes a refreshing change from ignorance and stupidity. Excellent." None required as a compliment.
You sent a letter thanking us for our help and said, "Melanie, That's the most beautiful name. Melanie, Melanie like a lovely melody. You just can't say it, you have to sing it. You are my very first Melanie." None required as a compliment.
You advised, "Great, thank you." None required as a compliment.
Told us, "Very good, easy to understand." None required as a compliment.
You told us the website was, "Quite straight forward and easy to use (once you had read the help pages) - even for an amateur." None required as a compliment.
You told us, "Really helpful." None required as a compliment.
Advised, "Excellent." None required as a compliment.
Advised, "Good." None required as a compliment.
You told us, "Friendly and knowledgeable." None required as a compliment.
Told us the event was, "Excellent and the presenter was interesting". None required as a compliment.
Confirmed, "Sociable, friendly and approachable with my questions." None required as a compliment.
You told us, "Excellent." None required as a compliment.
Told us, "The presentation of the event was excellent". None required as a compliment.
Confirmed, "Good." None required as a compliment.
You told us, "Very efficient, helpful and knowledgeable." None required as a compliment.
Told us, "The event did not need two presenters. However, it was an effective presentation/workshop." None required as a compliment.
Told us, "Very very helpful, very patient - answered all 12 of my questions and was very knowledgeable." None required as a compliment.
You told us, "Pleasant, friendly, professional and informed." None required as a compliment.
Told us, "The event was great" None required as a compliment.
Stated, "Very informed." None required as a compliment.
You told us, "Excellent." None required as a compliment.
Told us, "The research page is an extremely positive development and definitely gets the thumbs up from me." None required as a compliment.
You told us, "Thank you for both your reply and your cautionary. I had thought that without my CCV number and indeed without my written approval I was okay. I appreciate truly, your very kind and professional attention to my request." None required as a compliment.
You told us, "Extremely pleasant and enthusiastic nature on the telephone." None required as a compliment.
You told us, "Very happy with how helpful we are. Everytime they ring, even with the littlest query we are always informative and helpful. Customer made a point I have to say." None required as a compliment.
You said, "Enjoyable and comprehensive workshop. Practical exercises helped understanding." None required as a compliment.
You told us, "Good news, thanks for all your work." None required as a compliment.
You advised, "Very good, helpful." None required as a compliment.
You said, "Very good session, liked interactive workshops." None required as a compliment.
You told us, "Well done and thank you." None required as a compliment.
You told us, "Very friendly and helpful as always at the IPO. Considering how difficult patents are to do, dealing with everyone I come into contact with at the IPO is a pleasure. Your staff are always helpful and friendly." None required as a compliment.
You said, "Excellent learnt a lot." None required as a compliment.
You said, "Very good - handles things well." None required as a compliment.
Advised, "Very impressed." None required as a compliment.
You said, "Thank you, nicely done and well delivered." None required as a compliment.
You stated, "Friendly, most helpful and obliging." None required as a compliment.
Mentioned, "Excellent." None required as a compliment.
You said, "Overall the workshop was very enjoyable and useful in reinforcing key messages. The speaker did an excellent job. Thanks very much!" None required as a compliment.
You advised, "Very good, very helpful." None required as a compliment.
Told us, "Excellent, thorough." None required as a compliment.
Told us, "Very helpful and well spoken. Pleasure to talk to. She can call me back anytime!" None required as a compliment.
You told us, "Very helpful and informative." None required as a compliment.
Advised, "Good." None required as a compliment.
Confirmed, "Very helpful." None required as a compliment.
You advised, "Very useful I came all the way from London for it." None required as a compliment.
You advised, "Very useful I came all the way from London for it." None required as a compliment.
Advised, "Excellent." None required as a compliment.
You advised, "Very well managed event with good quality, professional pitch's very informative, helps focus on your requirements for business." None required as a compliment.
Told us, "Excellent." None required as a compliment.
You said "I have just submitted two patent applications and am very impressed with the excellent online application system. Very simple to use, no problems at all, far less work involved than applying on paper. Great job!" None required as a compliment.
You told us, "Interesting place to start. Now feel confident to start the procedures we need confident help is available at the IPO office." None required as a compliment.
Advised, "So helpful - excellent service." None required as a compliment.
You said, "Excellent." None required as a compliment.
You said, "As a solicitor I am very familiar with the UKIPO website, which is a great resource for our firm." None required as a compliment.
Told us, "The impression was very excellent; the lady I spoke with was more than good." None required as a compliment.
You said, "Excellent." None required as a compliment.

You advised, "Very good information overload."

 None required as a compliment.
You told us, "I love this website it is truly professional. It strikes a great balance between the efficiency of digital and having a personalised service. Well done." None required as a compliment.
You said, "Excellent."
 None required as a compliment.
You said, "I thought he was brilliant, very helpful and honest, a real person saying his own words, rather than following some kind of script." None required as a compliment.
You attended an IP clinic at the office and found it very helpful. None required as a compliment.
You said, "I feel that your website is very useful, it is informative too." None required as a compliment.
You told us, "Very good." None required as a compliment.
Told us, "Very helpful." None required as a compliment.
You said, "In my view your website and e-filing dashboard is the best of all PTO's websites." None required as a compliment.
You advised, "Very professional and helpful while displaying a great knowledge of the subject at hand. Overall a joy to deal with. Thank you." None required as a compliment.
You told us, "Informative and helpful for the present moment. I am extremely alien to all this IPO complexity. However, thus far I have found my dealings with staff excellent and speedy." None required as a compliment.
You said, "Very good - gave me an expected delivery date - delivered on time." None required as a compliment.
You told us, "You would like to attend more sessions Very valuable at this stage." None required as a compliment.
You advised, "The second advisor was particularly excellent. Very very good services overall." None required as a compliment.
You said, "Good." None required as a compliment.
You told us, "A very good session interesting and detailed." None required as a compliment.
You confirmed, "I thought she was extremely helpful and on my wave length immediately." None required as a compliment.
You said, "Extremely helpful, giving clear advice on how to proceed, timescales involved and "what next to do" instruction. Very satisfied particularly in the way I was guided by your advisor: no longer felt as if I had been let out for the day by the men in white coats." None required as a compliment.
You told us, "Great event very useful, thanks very much." None required as a compliment.
You told us, "Helpful, interested and friendly. Consistently good to deal with." None required as a compliment.
You told us, "Very helpful and did all possible to help me in my enquiry and take me through the process." None required as a compliment.
You told us, "Excellent and informative workshop with an entertaining and engaging speaker." None required as a compliment.
You told us, "Good." None required as a compliment.
You told us, "Excellent." None required as a compliment
You told us, "It has been extremely useful learnt a lot well presented good mix of us thinking about it for ourselves and listening. Very interesting held my interest." None required as a compliment.
You wanted information on how to Trade Mark. You told us, "Many thanks for your fast, comprehensive and most helpful response which has been of a great help to us." None required as a compliment.
You told us, "Excellent." None required as a compliment.
You told us, "This was excellent I will be recommending these workshops to others. The information was clear and communicated across very effectively." None required as a compliment.
You said, "Thank you for an interesting & valuable morning and excellent hospitality." None required as a compliment.
You told us, "Excellent." None required as a compliment.
You told us, "This seminar is invaluable! I have been pondering for two and a half years. This seminar has given me the confidence to take some steps into the quagmire of setting up. Thank you." None required as a compliment.
You said, "Very good." None required as a compliment.
You told us, "Essential for someone like myself looking for sign posting when entering the market place. Well done and thank you long may you continue." None required as a compliment.
You said, "Very useful meeting many thanks." None required as a compliment.
You told us, "Very good speakers. Would have been nice to have a bit more time after each one to ask questions. Very valuable after each one to ask questions. Very valuable to have an event for free and it would be a real shame if this was cut. Free face-to-face advice is invaluable. Thank you for a very useful day." None required as a compliment.
You said, "Very interesting I have learnt a lot today, worth the trip from Nottingham." None required as a compliment.
You told us, "V-good session thank you! For me bringing a couple of ideas to market, this was useful. I have answered questions as to when exactly my registered design should apply and when patent could apply, but I'm hoping the 1:1 with a patent attorney after the session will help me with that. Thanks again." None required as a compliment.
You said, "Thank you. Today has been invaluable to my understanding and ability to feedback to those I am working with." None required as a compliment.
You told us, "Really useful morning Good range of speakers with very useful information." None required as a compliment.
You told us, "Very clear. Thanks." None required as a compliment.
You told us, "Great seminar." None required as a compliment.
You told us, "Advisor understood enquiry and provided needed help." None required as a compliment.
You said, "They are first rate. Been in contact over many years. I've been given first class service." None required as a compliment.
You told us, "Good - I am pleased with the service and grateful for the information I have received." None required as a compliment.
You said, "Very helpful and informative." None required as a compliment.
You said, "Good." None required as a compliment.
You said, "Good." None required as a compliment.
You said, "Thanks for a great course." None required as a compliment.
You told us, "Every advisor I have spoken to at Concept House has been helpful and able immediately to give direction enabling me to progress." None required as a compliment.
You advised, "Excellent in all respects." None required as a compliment.
You told us, "I spoke to you and you were most helpful. I was very surprised by your mannerisms and ability to deal with my query. You sent out some publications on TMs and sent more than I had originally asked for! Was a welcome bonus nevertheless. Thank you." None required as a compliment.
You told us, "Excellent as a whole." None required as a compliment.
You required a commercial search to assist in deciding on the filing of a Patent application for your client's invention. The information received did provide the necessary information and helped your client to make a decision. You confirmed that you were very satisfied with the overall service that you had received from the Search and Advisory Service. None required as a compliment.
You advised, "I found the system very smooth, and was without delays or crashes, very stable. I would also like to add, that as an individual who has little knowledge of the process, is was quick and made easy by the Intellectual Property Office. Very reliable service." None required as a compliment.
You required a Patentability search for potential patent application. Yes - necessary information was provided. The results were useful in the decision making process. Excellent - direct contact with Search Examiner was provided; this is very important to successful searching. The Search Examiner was clearly experienced in the technical field and was very helpful. Previous search experience with Thompsons and a small private firm. You were very satisfied with the overall service received. None required as a compliment.
Your client was being sued for infringement of the relevant patent. You wanted to search for prior art that would invalidate the patent. You confirmed that the quality of service was excellent. You appreciated the quick turnaround and the fact that it was possible to speak directly to the examiner. You did comment that a foreign language speaker could be used to properly analyses e.g. German and Japanese prior art. You had been recommended to us by a patent attorney contact. The main factors for choosing the Intellectual Property Office were value for money, speed, quality of search and the ability to discuss the parameters of the search with the examiner. You were very satisfied with the overall service received. None required as a compliment.
Your client was being sued for infringement of the relevant patent. You wanted to search for prior art that would invalidate the patent. You confirmed that the quality of service was excellent. You appreciated the quick turnaround and the fact that it was possible to speak directly to the examiner. You did comment that a foreign language speaker could be used to properly analyses e.g. German and Japanese prior art. You had been recommended to us by a patent attorney contact. The main factors for choosing the Intellectual Property Office were value for money, speed, quality of search and the ability to discuss the parameters of the search with the examiner. You were very satisfied with the overall service received. None required as a compliment.
You confirmed, "Yes - the search report provided the necessary information and the information helped make a decision." You commented that if it could be reduced from 10 days to one week it will be perfect. You have used the UK Patent Office not any other one usually with a minor exception in Japan with a private search service not the JPO. You were very satisfied with the overall service you had received. None required as a compliment.
You required a prior art search to identify references relevant to a particular technology. You felt that the search was helpful. You confirmed that the service was very good and used the Search and Advisory Service because you had used our services based on a recommendation from a colleague. You were satisfied with the overall service you had received. None required as a compliment.
You advised, "I filed a further form 9A on 7 Jan 2011, asking to receive the search results before publication (14 March) if possible. The search report was issued on 20 January." You emailed to say, "I have received a further search report from you following my request for you to try and do it before March. I am most grateful to you for doing it so quickly." None required as a compliment.
You confirmed that the search was required to ascertain any prior art. Necessary information was obtained and a decision was made on whether or not to proceed on the basis of the search report. The service was provided with great efficiency and we received a quick and friendly service. You do not use any other search service providers. You confirmed that the SAS facility was recommended to you and you therefore decided not to bother with quotes from other people. You were very satisfied with the overall service received. None required as a compliment.
You advised, "The attorneys were very appreciative that we were willing to come up and see them and they thought that more contact between examiners and attorneys should be encouraged, e.g. through measures such as secondments." None required as a compliment.
You said, "I have another application to file - the child of this parent application, which I will be filing today. I would like to file further helpful material to your offices in pdf format - documents which make it easy for the patent examiners to see how the WEC operates. Simply scrolling the mouse wheel enables the view to understand in less than one minute how this invention works. I think patent examiners will really enjoy these extra documents which are in color for ease and speed of comprehension, and includes destination tabs and hyper linking. In any case, I have really enjoyed filing in the UK and I am looking forward to moving forward with the UK Patent Office." As the saying goes, "You have made my day." None required as a compliment.
Your client is doing R&D on wind turbine technology, and wanted to see if his ideas were covered by any patents. The report provided very useful information and allowed informed decision to use a patent lawyer. You felt that more discussion about the search parameters would have been useful. The service we received, in particular the discussion of the report results with the searcher, was excellent. Always willing to explain and assist. You thought the IPO would be best placed to conduct the search and does not intend to use anyone else. You were very satisfied with the overall service. None required as a compliment.
You told us, "An examiner was complimented for her recent opinion. A manager was complimented for his handling of the recent inter-parties case. The hearings team for the efficient and courteous way they set up hearings." None required as a compliment.
You thanked us for, "Informing you of our change in policy regarding the Patents form 51. None required as a compliment.
You had a new product developed. The report provided valuable information to your client and helped you make a decision. Delivery was within the expected time. The Examiner was helpful in determining the scope of the search. You have already used this service and are satisfied with it. At this time, you do not use any other search service. You were satisfied with the overall service. None required as a compliment.
You advised, "The service from the Office was always very good, especially since the move to Newport and that everyone was very knowledgeable. You said that the Private Applicant letters were very helpful and that the Private Applicant Unit was very good. You stated that in your opinion the United Kingdom Office was better than the US or EPO and our search facility is really good. You were also very impressed with our green channel and accelerated search and examination, which you also felt was better than those in Europe. Overall you felt that the Patents Directorate is all very good." None required as a compliment.
You told us, "Excellent service, easy to use and detailed to the point. I loved it." None required as a compliment.
You advised of the superb service and told us to keep up the good work. None required as a compliment.
You told us, "In my view you are doing a great job and I don't want that to go unnoticed. I think we are in a very exciting time, where it seems so many people are being the best they can be. That comes through strong and clear in every contact that I have had with the UK Patent Office. It gives new meaning to the term, Great Britain. You guys really are great." None required as a compliment.
You told us, "You were having problems with your telephone lines which was causing you problems trying to file a patent online. You thanked the person in IT for being so proactive and it is appreciated." None required as a compliment.
You told us, "Thankyou so much for the time and courtesy you afforded me in your reply and explanation in regard to my expired Patent as was requested of you by the Secretary of State. Your overall understanding of my dilemma is very much appreciated and I do of course acknowledge that the Patent Office did in fact forward me reminders however, I never recall receiving them. That said; I doubt if I would have been in a position to comply as existing on some £900 to £1000 a month as a pensioner one has to prioritise as needs and circumstance dictates. Thankyou so much for your concern and help." None required as a compliment.
You told us, "I would like to express my gratitude for a wonderful and very informative guide booklet for Supplementary Protection Certificate." None required as a compliment.
You telephoned to thank the examiner and the Search and Advisory Service for the search report you had received. You found the results very useful. None required as a compliment.
You told us, "In my view the UKIPO is fast, efficient and extremely fair. I enjoy working with people who are being the best they can be. I appreciate the opportunity given to me to correct my mistakes." None required as a compliment.
You advised, "The examiner is thanked for his comments and observations in relation to this application." None required as a compliment.
You said, "Your on-line patent filing is great. I worry that if was any better you may not want me to use it. Since I still make a few mistakes." None required as a compliment.
You told us, "Private applicant case involving examples of many citations, a possible exclusion to patentability due to presentation of information, and a potential of diminished commercial implement ability due to current UK legislation with respect to vehicle hazard lights. The applicant stated that the Examiner was extremely helpful and more helpful than expected." None required as a compliment.
You wrote to advise how professionally we had handled your formal complaint and thanked us for our politeness in how we had dealt with your complaint. None required as a compliment.
Your application had gone through a number of amendment rounds and a hearing had been offered on more than one occasion. However, a mutually acceptable version of the claims was eventually agreed which resulted in the application being marked in order. You telephoned to say both you and your clients appreciated all the examiners help and advice during the prosecution of the case. None required as a compliment.
You told us, "I just wanted to write this letter of gratitude to you, and say thank you for the extra effort that I feel you made in relation to our application. I wanted to let you know that the extra effort that you and the team went to in considering this mark is very much appreciated." None required as a compliment.
You told us, "I am delighted to hear that there is some prospect of being able to deal with these fraudsters. Thank you for your letter." None required as a compliment.