Honestly although I was a verizon customer for cell for many years they
are like this probably not just to the blind but to many consummers. They
just raised there "security deposit I heard I hesitate to say others in the
industry are better because it's what the gov permits them to do.
A telephone rep normally doesn't know about computer issues unless your
referred to tech support.
If website accessability is really a concern you should aproach the
attorneys who handled target perhaps they will take the case.
You can do as suggested use your pay by phone feature via your bank although
it's slower than paying directly online most likely so plan extra time or
Until something happens just get a sighted person to click and wait for the
class action settlement.
Mike
----- Original Message -----
From: "Chris G" <[email protected]>
To: "Tom Fairhurst" <[email protected]>
Cc: <[email protected]>
Sent: Thursday, November 26, 2009 3:26 AM
Subject: Re: Verizon Snubs Needs of Blind and Visually Impaired Customers
Hi,
It's not screen readers, it sounds like the rep was not familiar with
general windows terminology. IE buttons, list boxes etc. The general
sighted community just has no clue what controls are and what they are
called. They just know where to click. I was on the phone with a
sighted consumer and this person had no idea what a menu bar was. Told
them to click the tools menu and they were like huh? I sure can
understand the frustration of the original poster, but, maybe asking the
rep how he got a job in cust service might not have been the best way to
go about it.
Chris
On Wed, 25 Nov 2009 18:20:15 -0600
"Tom Fairhurst" <[email protected]> wrote:
Issues like this one occur routinely for many of us. It was correctly
pointed out that the problem, itself, may not be Verizon's. However,
apparently, they did a very poor job of trying to help their customer. If
front-line representatives are not familiar with a subject matter, they
should try to get help. Frankly, if no one at Verizon is familiar with
screen readers, they need to be educated.
----- Original Message -----
From: donald E. Bowen, Jr.
To: GW Micro Support List
Sent: Wednesday, November 25, 2009 12:11 PM
Subject: Verizon Snubs Needs of Blind and Visually Impaired Customers
Hi,
After a very frustrating morning with Verizon.com , I am writing to you
all as a form of therapy.
I managed to register an online account with them this morning and when
trying to complete an online payment came across an inaccessible Submit
button I could navigate all around it but could not get focus on it. I
finally had a sighted individual look for me. The button was there. I
asked the sighted person to put the mouse pointer on it but not to click.
He did.
Window Eyes announced graphic
I took over with the numpad mouse controls but could not navigate away
from and then back to. Well, I was able to move away from, just not back
to. Oddly, not even the jump to graphic navigation command would take me
back to the Submit button.
I gave up, asked my son to go ahead and click on it for me. He did.
The payment confirmation screen loaded.
I then called the Verizon e-services center.
John O'Niel, the telephone support agent who answered, said he did not
know what a control was, He did not know anything about links, buttons,
drop down boxes or list boxes or what a screen reader was, nor did he
have any idea what to do. When I asked him how he got a job as a
telephone support agent for Verizon e-services, He then hung up on me.
I called Verizon and asked for the legal department. The clerk who
answered there said, with disdain, when I briefed her on the reason for
my call, "please hold" and transferred me to Customer Service.
If Target, and other commercial web sites can be successfully sued for
Publishing an inaccessible web site, surely a utility company is under
some sort of obligation to provide an accessible web site.
Thanks for letting me vent. And by the by, anybody have a clue how I
can submit my payment to Verizon? Besides a paper check or paying a
service fee for pay by phone?
Sincerely,
Donald E. Bowen, Jr.
Music for Sight
SKYPE ID: musicforsight
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