I don't currently own a Neato robotic vacuum, but I'm interested and of course
was not optimistic when I read recently that accessibility of the Neato app has
taken a step backwards in recent updates. This makes me wonder if they decide
to release an update in a month or in 2 or next year which will make the app
completely inaccessible. Then I spent several hundred Dollars extra to get a
connected vacuum for nothing. I decided to write to Neato via their website. I
actually also called their support and explained to the person who answered
what I was after. He was actually sympathetic and promised he would bring this
up with management or his supervisor, but he als encouraged me to send in
feedback via the website. In my message I explained about Voiceover and how
many large companies like Apple, Google and others are putting significant
efforts and resources towards accessibility but also that individual developers
must do their part. I explained what I heard about the Neato app regarding
accessibility and asked if Neato Robotics would not take a look at the
resources that Apple makes available on their developer portal regarding
accessibility guidelines and so on. The first reply I received totally missed
the point and the customer service person asked if I was tryingt o control
Neato with Alexa or voice commands. I wrote another email again describing what
Voiceover is and does and below is the reply I received:
##- Please type your reply above this line -##
Your request (306672) has been updated. To add additional comments, reply to
Dermot (Neato Robotics)
Dec 1, 14:11 UTC
Good Morning Mr Weizel .
I have read your mail and unfortunately at this time can I help you.
There may be a work around via Alexa.
This can be Purchased from Amazon
you can give voice commands to the Neato via Alexa.
It is a similar to Siri,
There is a link to Amazons site.
You can give Alexa Voice commands to clean cycles .
I hope this can be of assistance to you
Have a nice day
Neato Robotics Customer Care
I just replied that this message is not at all helpful and that I am not
willing to accept it as is. I told the guy that just because I am blind I
should not be expected to spend another $180 on top of an already expensive
product just so I can use said product. Furthermore I told him that I am in
Canada and Amazon Canada does not even offer the Echo here and it is not
officially supported. I asked that my message is forwarded to a higher level of
support or a manager/supervisor. Given by the guys English it is obvious that
he probably sits in some call/response centre in India or the Philippines and I
am curious as to whether I get a reply from somebody else now or if it ends
I can only encourage all who own a Neato and all who are interested as well as
all who simply like to support something which will benefit all in the long run
to take a few minutes and write their request to make the Neato app more
accessible. If Neato suddenly receives 20 or 30 or 50 requests they maybe take
it more seriously than if they receive 2 or 3. Below is the email address and
toll free phone number for the US, for those who use social media like Twitter
and Facebook more than I do it probably is also a good idea to post there. I
think this can be effective since posts and replies can be seen by everybody so
an unhelpful reply like the email above is probably not a good thing for any
company. Here now the info:
Customer care email:
Toll Free: +1-877-296-3286
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