In stark contrast to the customer service oriented, enlightened and inclusive attitude demonstrated by the Nutshell Mail staff as described in a previous post, I had quite a different experience with another company. Recently, I had a need to make some inquiries about creating and hosting audio products, so I went to a popular audio site that claims to offer “audio for everyone!’
Apparently, as I soon discovered, not quite everyone.
When I encountered some difficulty in navigating the site, I searched for a phone number to call for assistance in setting up my account. The sales rep who answered the phone informed me that he could not create an account via phone. The web site was the only way. I asked him if he might make an exception, considering that I am visually impaired and using a screen reader that seems to be having some trouble with the registration form.
the sales rep told me no, I must register for the service using the online form. Concerned, I explained that I could not access the registration form, and if the registration form wasn’t accessible, then the actual service might not be, either. this comment was met by dead silence.
So, I just came right out and asked, “Is your service accessible for users who are blind?”
After another few seconds of silence, the sales rep asked, “What does ‘accessible’ mean?”
Incredulous, I really had to check myself. while I find it hard to believe that in this age of technology, anyone who works for an Internet audio production and hosting service wouldn’t know what ‘accessible” means, every day proves to be a new revelation into our culture’s pervasive ignorance about people who have disabilities.
.
Trying another tactic, I said, “Does your service work with a screen reader?” Silence. I went on, hesitantly,. “A screen reader is a program that reads text aloud for users who are blind.” Silence.
Finally, he responded. “I really couldn’t tell you. You’ll just have to try it and see.” I asked, hopefully, “Well, do you happen to know if you have any customers who are blind?”” I figured if the answer was yes, there was a strong likelihood that they used a screen reader like my own, and that would answer my questions.
“I really wouldn’t know. All I can say is to try it and see. that’s why we have the free trial period.”
that, I thought regretfully, was the end of that. There was no offer to consult with the tech support person, no attempt to connect with another staff member who might know, not even an offer to find out and give me a call back. Just a complete blow-off.
Now, I will grant you that a ‘free trial period” offered by a company is their way of mitigating returns and dissatisfied customers. However, I often say that attitudinal barriers can be as formidable as physical barriers. what this sales representative, and the company he represents, clearly fails to understand is that the investment of time and frustration required to make a simple determination as to whether or not a service is accessible can be a prohibitive one. A two minute conversation with a more knowledgeable staff member could alleviate this fruitless investment. Instead, I was dismissed, and left with a white-hot hate for this company and it’s product. this sort of uncaring attitude costs businesses in both dollars and goodwill.
In my opinion, this is not an accommodation issue, it is a customer service issue. there is absolutely no excuse for the sales rep’s deplorable attitude. As I am prone to do, however, I vote with my wallet. I’ll simply take my business elsewhere.
LL