I agree,
Still appreciate the calls I made myself earlier this year, both of which
were wonderful.
On Fri, 27 May 2022, dan d. wrote:
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
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