Hi. Is there any way you could share a letter showing how the Apple people
were patronizing/unhelpful in this regard? I understand the frustration of
not getting a refund for something inaccessible and how a clueless rep makes
this all the more annoying, but IMO there's a difference between
politely/patiently conveying a policy and being patronizing. Obviously, you
can take out any names in this letter, but it would be good to see an
example of this attitude. Could it possibly be this particular rep's issue
and not necessarily one of Apple itself? I'm referring to the
patronizing/unsympathetic attitude and not the policy itself.
Lisa
There is a fine line between genius and insanity and that difference is a
paycheck!
Lisa Belville
[email protected]
----- Original Message -----
From: "Neil Barnfather - TalkNav" <[email protected]>
To: <[email protected]>; <[email protected]>; "The
Accessible Phones Discussion List" <[email protected]>
Sent: Wednesday, September 11, 2013 8:58 AM
Subject: Apple App Store & Refunds for inaccessible Apps
The below should prove a concern to all Apple accessibility feature users,
and I would urge as many of you who can do so, to please write to Apple
yourselves to express your concern along the same lines where possible…
([email protected]).
For years now Apple has led the way in accessibility standards and
application of methods in interacting with all of its product range.
Internationally within many disability arenas Apple is celebrated as the
defacto standard and is widely acknowledged as users preferred platform for
persons with accessibility issues.
Whether or not the App Store had an unofficial policy towards customers with
accessibility needs or not, is unknown to me. What I am aware of is that
where I've bought Apps which turn out not to be accessible, Apple App Store
has always been prompt to refund the purchase immediately without question.
Since Apple do not enforce accessibility standards, nor in anyway whatsoever
offer a method of a disabled user to know whether or not an App is, or is
not, accessible in advance of purchase, this seemed to be a most reasonable
compromise.
However, in correspondence over the past week with Apple iTunes support
staff via e-mail in relation to an App I have purchased which is
inaccessible, Apple's stance has been both surprising and frankly highly
dismissive of our needs and vulnerability when using Apple's App Store.
I have been point blank refused a refund upon this occasion, with staff
suggesting that I could leave a review for the App which others could read,
and or write to the developer. Whilst I understand that the second
suggestion may illicit a positive response, and sometimes it does… In many
instances developers haven't even heard of Voice Over let alone understand
what it does and how they aught to address compliance with Apple's
Accessibility API's.
Of course, the best approach would be for Apple to make compliance with its
Accessibility API's a requirement for all new Apps being approved to the App
Store, indeed a range of other options would also work, such as; a discount
on the 30% cut that Apple takes for compliant Apps, a penalty higher fee
(35% etc) for those that do not comply and perhaps indicating with a marker
in the App store which Apps do meet the requirements.
Since Apple do none of these, despite so publicly professing to up holding
and supporting some of the most well implemented accessibility innovation
and support seen in the industry, it seemed like a fair compromise that
Apple voluntarily and without complication offered a refund to customers who
had accessibility needs where an App proved to be inaccessible.
The situation now, though is that Apple is refusing in an uncompromising and
frankly shocking way to refund such purchases, with patronising and
unsympathetic suggestions as to how we, as blind users, go about reviewing
Apps etc.
I would ask that Apple firstly developed a robust policy in this regard, and
secondly, reviews options as to improving the compliance uptake of
developers within their iOS and Mac App Stores.
So that I can convey your response to the ViPhone, Macvisionaries and other
Apple Accessibility user forums promptly, I would sincerely appreciate your
earliest feedback and response on this issue.
Yours kindly.
Regards,
Neil Barnfather
http://www.NeilBarnfather.com
Regards,
Neil Barnfather
Talks List Administrator
Twitter @neilbarnfather
TalkNav is a Nuance, Code Factory and Sendero dealer, as well as an Apple
iOS, Macintosh and Android accessibility specialist. For all your
accessible phone, PDA and GPS related enquiries visit www.talknav.com
URL: - www.talknav.com
e-mail: - [email protected]
Phone: - +44 844 999 4199
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