I have to be very blunt about your experience.?? Yes, Vispero could have done
a better job.?? But as a blind consumer, you also have a responsibility.?? You
should never call customer support for Vispero or any other company when it is
close to quitting time, which is normally 5:00 PM or 6:00 PM local time.??
Always call earlier in the day, preferably when they open.?? If this is not
convenient, then find a way to make the time.?? I can't tell you how many times
I have been disconnected from a customer support agent only to call back and
discover that the company had closed for the day, or else all the agents had
gone out to lunch, which, for most [companies, is usually between 12:00 PM and
2:00 PM local time, another period which should be avoided.??
I???m copying below a message I just sent to Vispero tech
support with names and other private details omitted. I firmly believe JAWS
users need to know not only the strengths of Vispero???s tech support, but
also its failings so that we can protect ourselves and our systems.
Hi. My license number is ----.
I encountered two distressing problems with your phone tech
support this week. I explained the underlying JAWS defect in my preceding
email. The gist is that JAWS has suddenly started interspersing gibberish when
I use ???say all??? with Chrome on webpages. Here, I I???m hoping I can help
spare other JAWS users the experiences I had with tech support.
On Tuesday afternoon, I called for assistance. X listened
to my explanation and immediately said he would have the problem escalated. I
waited until Friday without getting any follow-up, and so I called again
around six o???clock. Z told me he could find no escalation report. That???s
one issue. I was a waiting in vain for action that was never going to be
The second issue is far more serious. Unlike X, Z made an
attempt to solve the problem. After connecting into my system, he determined
that my Intel video driver needed updating, which he did. Unfortunately, it
didn???t solve the problem. So he continued to investigate.
At some point, our call got disconnected. I sat at my phone
and PC for at least ten minutes, not wanting to interrupt Z???s concentration.
Finally I said ???Hello,??? and on getting no response, I realized we???d lost
the connection. I then went to my PC and saw that he???d written a message on
Notepad asking me to call back.
By now it was approaching seven o???clock, and I had a
social commitment. I finished getting ready before calling back, only to learn
at 7:02 that Vispero shuts down at seven.
At this point, I discovered that something was very wrong
with my system. Whatever Z had been working on was unfinished, but I
couldn???t figure out what he???d been doing. JAWS gave me no information.
(Later experience, as you???ll see, makes me think Narrator might have been
more help.) I took a risk and rebooted. Thankfully, the computer came back up,
but with no speech. I turned on Narrator, at which point I found references to
Intel, graphics drivers and some features of the Ease of Access Center. As
Narrator spoke, JAWS also suddenly started speaking. I closed Narrator and
tried to get JAWS to read what was on the screen, but with no luck. It
verbalized only items on the desktop. I tried to restart Narrator, but it
wouldn???t come up.
I then attempted to use JAWS to work with email and other
programs, but it acted weirdly. Afraid to reboot again, I called my tech
support person who said he would get back to me later that night, which suited
us both. We got back in touch around 10:30. By midnight, he???d restored my
system to the previous restore point, August 9, and began solving various new
problems associated with the restore process. For my part, I had to update
JAWS again. More work was done this morning, and yet more will be done on
Here???s what I can???t understand. Z clearly wishes to be
helpful, and I believe he is more than competent. However, he left my computer
in an exposed, risky state. Although it turns out he???d asked me to call
back, he didn???t warn me that Vispero would be closing in less than ten
minutes. In fact, he still had access to my system: that connection wasn???t
broken. He could at least have completed what he was working on or, failing
that, closed up the items he???d opened.
Also, he could have called me. My phone number is surely in
your system because I???ve been asked for it in the past. He had my name and
license number and could have looked it up.
This is going to be a costly repair job for me thanks to
Vispero???s tech support. More than that, if I didn???t have such a
conscientious tech person available, things could have got out of hand. I???m
reasonably competent with JAWS and I have some understanding of computers, but
I???m no techy. My expertise is in other areas. As it is, I spent late last
night fixing things with my tech guy, then another hour until one o???clock
fixing things on my own, only to resume with my tech guy this morning. It has
been very disruptive.
Vispero must train its support staff never to leave a
customer in the lurch like this. I???ve had good and bad experiences with JAWS
support over the years. Frankly, the bad ones had made me apprehensive about
calling again, even though when the experiences were good, they were very
good. Now I???m apprehensive all over again. I???m hoping this matter can now
be resolved through email and without having a Vispero employee connecting to
my system. But above all, I???m hoping Vispero will assure me and other JAWS
users that something like this will never occur again.
I???m going to post a version of this complaint, minus
individual names, on the JAWS list I subscribe to. People need to know how to
safeguard themselves against irresponsible actions by tech support