Well, I hate to say it, but I don't find this response patronising. 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 patronising 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 <http://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] <mailto:[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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