Well, I hate to say it, but I don't find this response patronizing. I
disagree with the policy, but I don't find these responses unprofessional.
This person is probably someone on the main lines of their customer service
who is only authorized to tell you what they were taught in training.
A better customer service approach would have been for them to indicate that
they had reviewed your purchasing records and were going to kick the request
up to a supervisor. Still, this doesn't render their responses patronizing
or unsympathetic.
I'm sure lots of people request refunds for all kinds of reasons, not that
an inaccessible app we can't use at all through no fault of our own isn't a
valid reason. I don't purchase an app unless I see positive reviews of it
up on Applevis.com or this list simply because I don't want to waste money
and deal with this type of frustration.
I think something like a targeted campaign stating our concerns and why The
Apple Store should adopt a policy wherein we should be entitled to refunds
in situations where we purchase inaccessible apps is going to get a better
result.
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]>
Sent: Wednesday, September 11, 2013 10:29 AM
Subject: Re: Apple App Store & Refunds for inaccessible Apps
Yes, below are three quotes from the messages that I have exchanged about
this, you'll see very clearly what they have to say about it…
--Apple iTunes App Store Support responses--
"I appreciate your feedback and I understand your frustration.
Every app gets reviewed by Apple, but you also have as user the chance to
leave your own opinion about the products offered on the App Store, writing
a review to the mentioned app.
You can also submit your feedback about the accessibility feature of apps
and how this should be clearly indicated in the app description.
I encourage you therefore to use the iTunes Feedback page to submit your
comments:
http://www.apple.com/feedback/itunesapp.html.";
"We have checked this a second time again. We do understand that it is
frustrating to have paid for an application that you won't be able to use,
but I need to remind you that all sales on the iTunes Store are final.
I just want also to remind you that the App Store is just a commercial
platform, we do not create most of the apps that are sold on the Store so we
are unable to guarantee their voice over compatibility. You may wish to
contact the developer prior to purchasing an app in the future to find out
if they have this feature."
--end--
As you can see, they are very clearly not budging.
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
On 11 Sep 2013, at 15:59, Lisa belville <[email protected]> wrote:
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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