[Electronics-talk] Satellite TV, Direct TV specifically

[Rob Kaiser]

That would be great. Then, we all would be able to use the DVR, guide ETC.


----- Original Message ----- 
From: <ckrugman at sbcglobal.net>
To: "Discussion of accessible electronics and appliances" 
<electronics-talk at nfbnet.org>
Sent: Monday, October 19, 2009 1:02 PM
Subject: Re: [Electronics-talk] Satellite TV, Direct TV specifically


> It sounds like there needs to be increased regulation of cable and 
> satellite providers that includes the requirement that on screen software 
> and tuner boxes are made accessible. Unless regulation occurs we as blind 
> people will be left out of the increased digital age.
> Chuck
> ----- Original Message ----- 
> From: "James Aldrich" <jajkaldrich at gmail.com>
> To: "Discussion of accessible electronics and appliances" 
> <electronics-talk at nfbnet.org>
> Sent: Monday, October 19, 2009 9:16 AM
> Subject: [Electronics-talk] Satellite TV, Direct TV specifically
>
>
>> Hello all!
>>
>> Dar and I recently had to call Direct TV to have a technician come out to
>> determine what was wrong with the satellite signal in our bedroom.  The
>> Living room TV and digital  Box as well as Satellite Box seemed to be
>> working okay!  I guess that would be all fine and good if they would 
>> simply
>> send a technician as we requested!  They seem to be so insistent that 
>> they,
>> the customer representative  can solve our problem if we could tell them
>> what is on the screen!  That sounds familiar right?  Depending on the
>> representative, some become so indignant with us if we don't tell them 
>> what
>> is on that screen!  It is almost as if they don't believe we are blind, 
>> they
>> talk down to us or blame us for the trouble we are having!  We finally 
>> got a
>> supervisor and we managed to get a number for our account!  The first
>> technician who came out didn't know what was up or down I don't think! 
>> He
>> called in someone else and the trouble was found and fixed within a 
>> minute
>> or so.  The trouble was on the outside hardware!  For whatever reason, 
>> our
>> local digital TV box wasn't working but it somehow mysteriously started 
>> to
>> work late last night!  Direct doesn't bring in the local channels in this
>> area, have to rely on the on air signal.  Surely!  There is a better way 
>> to
>> deal with this problem!  We did tell them to keep in our record that we 
>> are
>> blind!  We did have a neighbor come over and he couldn't solve the 
>> problem
>> either.
>>
>> Direct TV works well when working properly!  I wish we didn't have to 
>> deal
>> with so many indifferent customer service reps just to get something 
>> fixed!
>> This of course is a part of being a large company and don't know whether 
>> the
>> reps are outsourced yet or not!  Regardless of the situation, I hope
>> something can be done about this and if a repair technician is requested, 
>> we
>> can get one, no questions asked!  Hopefully, everything will be fine for 
>> the
>> next year or so.  Dar did get a customer agreement where she pays extra 
>> for
>> having the extra supportive services.  I'm certain they can solve a good
>> percentage of the problems over the phone if the customer can read the
>> screen!  I understand this and also understand this is how they are 
>> trained,
>> but there are situations as ours where sending the technician is really 
>> the
>> best plan which usually involves fewer people!  Of course, it would be 
>> nice
>> if we could get screen reader technology to work on their hard disks in
>> their receivers but that's another matter!
>>
>> Thanks for reading!
>>
>> Jim Aldrich
>>
>>
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>
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