I called 2 days ago and was asked what my disability is. We then went right into my issue. Perhaps callers can make a point to mention this at the start.
On Fri, 27 May 2022, Bill Gallik wrote: > I must say, this certainly is a serious problem. I haven???t called in for > about 18 months so wasn???t aware of this poorly thought out policy. > > > * * * * * * * * * * * * > - Bill from Ino, Wisconsin > - "In our daily lives, we must see that it is not happiness that makes us > grateful," > - "but the gratefulness that makes us happy." > - Albert Clarke > > > > On May 25, 2022, at 2:28 PM, Marie Lyons <[email protected]> wrote: > > > > I keep being referred to the regular support because they only work on > > problems with the accessibility features. They tell me they aren???t able > > to help when I call them about , say trying to synch my new AirPods. The > > person I then speak with keeps giving me visual instruction like tap the > > blue button. They have no idea on instructing using v/o features. In the > > past this was not the case. I???m wondering why it changed? > > > >> On May 22, 2022, at 12:01 PM, Bill Gallik <[email protected]> wrote: > >> > >> I???m chiming in on this thread to offer some pointers. I can honestly > >> state that I???ve had very effective experiences with the assistance from > >> the access-ability team. These pointers follow: > >> > >> First and foremost, make certain the technical support person you are > >> working with is fully aware of the circumstance of your disability. If > >> you are totally blind with absolutely no useful vision, make sure that > >> support person completely understands this. Likewise, if you do have a > >> degree of useful vision, make this clear as well. I called in for a > >> problem and when I made it clear that I have no useful vision at all I was > >> immediately transferred to a different, quite knowledgeable and helpful > >> technician (after being advised of the pending transfer of course). > >> > >> Another pointer is to be prepared to offer detailed information concerning > >> the issue you are calling about. Have details regarding your platform > >> (Mac, iPhone, iPad, etc.) and the current operating system installed on > >> said platform. > >> > >> Likewise, be sure to have detailed information for the component you are > >> calling about. Be able to offer a complete, but concise description of > >> the problem. Just for example, if you are having problems getting e-mail > >> messages to your sister, the tech has no use for such information unless > >> the problem occurs when trying to send e-mail to your sister only. This > >> does not mean you shouldn???t be friendly and personable, just don???t > >> include excessive minutia in your conversation. Odds are, whomever you > >> wind up talking to is quite busy and wants to get your problem > >> satisfactorily resolved as quickly as possible. I know this because I > >> worked in such a position for a number of years at Bell Labs. > >> > >> And, as suggested by others in this thread, inform your tech support > >> person if you are aware of others having similar issues. As horrible as > >> this might seem, it is possible that a given problem may not be a > >> particularly high priority. Sad as this is to say, if it happens that you > >> are the only one experiencing this problem resolving it may get placed on > >> ???the back burner.??? This is simply common sense; if there???s a > >> problem popping up for 20% of users and the problem you are reporting is > >> specific to you only would you really want resources spent to fix this > >> ???one user only??? problem. I certainly would not. > >> > >> Finally, it is possible that the tech you are working with is not up to > >> the challenge of resolving your problem. Do not hesitate to make > >> follow-up contact with the hope that a different, more engaged tech will > >> be able to resolve it. > >> * * * * * * * * * * * * > >> - Bill from Ino, Wisconsin > >> - "If opportunity doesn't knock, build a door." > >> - Milton Berle > >> > >> -- > >> The following information is important for all members of the Mac > >> Visionaries list. > >> > >> If you have any questions or concerns about the running of this list, or > >> if you feel that a member's post is inappropriate, please contact the > >> owners or moderators directly rather than posting on the list itself. > >> > >> Your Mac Visionaries list moderator is Mark Taylor. You can reach mark > >> at: [email protected] and your owner is Cara Quinn - you can reach Cara at > >> [email protected] > >> > >> The archives for this list can be searched at: > >> http://www.mail-archive.com/[email protected]/ > >> --- > >> You received this message because you are subscribed to the Google Groups > >> "MacVisionaries" group. > >> To unsubscribe from this group and stop receiving emails from it, send an > >> email to [email protected]. > >> To view this discussion on the web visit > >> https://groups.google.com/d/msgid/macvisionaries/8455963D-3F16-49FF-86DA-9AB8FBB8C187%40gmail.com. > > > > -- > > The following information is important for all members of the Mac > > Visionaries list. > > > > If you have any questions or concerns about the running of this list, or if > > you feel that a member's post is inappropriate, please contact the owners > > or moderators directly rather than posting on the list itself. > > > > Your Mac Visionaries list moderator is Mark Taylor. You can reach mark at: > > [email protected] and your owner is Cara Quinn - you can reach Cara at > > [email protected] > > > > The archives for this list can be searched at: > > http://www.mail-archive.com/[email protected]/ > > --- > > You received this message because you are subscribed to the Google Groups > > "MacVisionaries" group. > > To unsubscribe from this group and stop receiving emails from it, send an > > email to [email protected]. > > To view this discussion on the web visit > > https://groups.google.com/d/msgid/macvisionaries/6CF19F3F-926D-4EF1-B42A-BC9BDAE728D5%40gmail.com. > > -- ent- XR -- The following information is important for all members of the Mac Visionaries list. If you have any questions or concerns about the running of this list, or if you feel that a member's post is inappropriate, please contact the owners or moderators directly rather than posting on the list itself. Your Mac Visionaries list moderator is Mark Taylor. You can reach mark at: [email protected] and your owner is Cara Quinn - you can reach Cara at [email protected] The archives for this list can be searched at: http://www.mail-archive.com/[email protected]/ --- You received this message because you are subscribed to the Google Groups "MacVisionaries" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To view this discussion on the web visit https://groups.google.com/d/msgid/macvisionaries/f75747c6-28ab-8a3b-f51d-647d57def6f%40gmail.com.
