Date   
Re-Sending.FW: [jaws-users] Web site shortcuts on desktop.

Judy Jones
 

Hello, David and All,

 

I am reposting, since I just got a mail delivery failure, but not sure which message.

 

Thanks for your patience.

 

Judy

“Embrace the day with its mercies and blessings.”

 

From: Judy Jones [mailto:sonshines59@...]
Sent: Saturday, August 17, 2019 10:47 AM
To: 'jaws-users-list@groups.io'
Subject: RE: [jaws-users] Web site shortcuts on desktop.

 

Hi, David,

 

The steps I tried are as follows:

 

When on the site for which I want to create the shortcut, I went into Chrome settings, More Tools, Create Shortcut.   I hit enter and hit enter again, so that the shortcut would appear on my desktop.

 

I’ve only been on Google Chrome, maybe about a year, but I started having issues with Chrome crashing, which was happening with more frequency, so I reset the settings.

 

It has been since I reset the settings that I have had this problem.

 

I also would like to ask you which checkbox is checked in your Startup settings, just to make sure I have things correct.

 

Since my original installation of Chrome, Jaws has updated, Chrome has updated, and Windows has updated, so I am wondering if any of these updates are affecting this ability to create proper shortcuts that don’t always default to Google Chrome.

 

In addition, I also found some information on a forum where this can be an issue, so I am not the only one facing this.

https://forums.techguy.org/threads/every-chrome-desktop-shortcut-goes-to-googles-homepage-now.1199607/

 

I have also created a case with Google, and haven’t heard back yet.

 

Thanks again.

 

Judy

“Embrace the day with its mercies and blessings.”

 

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of david
Sent: Saturday, August 17, 2019 4:22 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Web site shortcuts on desktop.

 

Good morning;

perhaps you can give the steps you take to create a web desktop shortcut. I just created one in chrome, and had no problem using the shortcut to get to the web page.

 

 

 

       The impossible is the untried,  Never under estimate the power of a dream.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Judy Jones
Sent: Friday, August 16, 2019 7:48 PM
To: jaws-users-list@groups.io
Subject: [jaws-users] Web site shortcuts on desktop.

 

Hello, All,

 

I’ve recently updated to Jaws 19, although my issue may not have anything to do with that.

 

I also had problems with Google Chrome crashing, so I restored the settings, as had been suggested in a help forum.

 

Now, however, any of the shortcuts on my desktop to sites just take me to the main Google Chrome page.

 

I have tried deleting and creating new shortcuts, but no changes.  I also tried checking the checkbox on the shortcut creation dialogue that says to open in a window, still no changes.

 

I’ve tried the various On Startup checkboxes, still no changes.

 

Does anyone have ideas for me?  As it is now, I have to type in the total url and can no longer use shortcuts.

 

Judy

“Embrace the day with its mercies and blessings.”

 

 

Re: admin notice

Judy Jones
 

Sorry, I just now saw this message going up through my e-mails.

 

Thanks.

 

Judy

“Embrace the day with its mercies and blessings.”

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of David Ferrin
Sent: Saturday, August 17, 2019 10:45 AM
To: jaws-users-list@groups.io
Subject: [jaws-users] admin notice

 

Obviously some members believe that no complaining about FS or whatever the current company name is right now does not apply to them, only to other people.

 

I am instituting a new policy that people who start such threads will be kicked the first time and if they return and do it again then they will be gone.

 

This is no longer enjoyable to run this list and see people learning and helping each other out because there is the constant threat of somebody getting a bug in their shorts and the bashing starts all over.

 

Adrian has been removed, if anybody wants to join him feel free to leave.


David Ferrin
Marriage is the process of finding out what kind of man your wife would have preferred.

JAWS randomly adding 't' at the end of words

Ann Byrne
 

JAWS randomly adds 't' following the final 's' of most words. Thus
'words" becomes "wordst", "thus" becomes "thust", and "becomes" turns
into "becomest". Has anyone else experienced this?

Re: Web site shortcuts on desktop.

Judy Jones
 

Hi, David,

 

The steps I tried are as follows:

 

When on the site for which I want to create the shortcut, I went into Chrome settings, More Tools, Create Shortcut.   I hit enter and hit enter again, so that the shortcut would appear on my desktop.

 

I’ve only been on Google Chrome, maybe about a year, but I started having issues with Chrome crashing, which was happening with more frequency, so I reset the settings.

 

It has been since I reset the settings that I have had this problem.

 

I also would like to ask you which checkbox is checked in your Startup settings, just to make sure I have things correct.

 

Since my original installation of Chrome, Jaws has updated, Chrome has updated, and Windows has updated, so I am wondering if any of these updates are affecting this ability to create proper shortcuts that don’t always default to Google Chrome.

 

In addition, I also found some information on a forum where this can be an issue, so I am not the only one facing this.

https://forums.techguy.org/threads/every-chrome-desktop-shortcut-goes-to-googles-homepage-now.1199607/

 

I have also created a case with Google, and haven’t heard back yet.

 

Thanks again.

 

Judy

“Embrace the day with its mercies and blessings.”

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of david
Sent: Saturday, August 17, 2019 4:22 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Web site shortcuts on desktop.

 

Good morning;

perhaps you can give the steps you take to create a web desktop shortcut. I just created one in chrome, and had no problem using the shortcut to get to the web page.

 

 

 

       The impossible is the untried,  Never under estimate the power of a dream.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Judy Jones
Sent: Friday, August 16, 2019 7:48 PM
To: jaws-users-list@groups.io
Subject: [jaws-users] Web site shortcuts on desktop.

 

Hello, All,

 

I’ve recently updated to Jaws 19, although my issue may not have anything to do with that.

 

I also had problems with Google Chrome crashing, so I restored the settings, as had been suggested in a help forum.

 

Now, however, any of the shortcuts on my desktop to sites just take me to the main Google Chrome page.

 

I have tried deleting and creating new shortcuts, but no changes.  I also tried checking the checkbox on the shortcut creation dialogue that says to open in a window, still no changes.

 

I’ve tried the various On Startup checkboxes, still no changes.

 

Does anyone have ideas for me?  As it is now, I have to type in the total url and can no longer use shortcuts.

 

Judy

“Embrace the day with its mercies and blessings.”

 

 

admin notice

David Ferrin
 

Obviously some members believe that no complaining about FS or whatever the current company name is right now does not apply to them, only to other people.
 
I am instituting a new policy that people who start such threads will be kicked the first time and if they return and do it again then they will be gone.
 
This is no longer enjoyable to run this list and see people learning and helping each other out because there is the constant threat of somebody getting a bug in their shorts and the bashing starts all over.
 
Adrian has been removed, if anybody wants to join him feel free to leave.

David Ferrin
Marriage is the process of finding out what kind of man your wife would have preferred.

AdminRE: [jaws-users] Unacceptable experience with tech support at Vispero

REGilman
 

This thread is off topic and ends now.

Thank you for your cooperation.

Bob Gilman

Moderator

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of Judy Jones
Sent: Saturday, August 17, 2019 12:47 PM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

One consideration, although not justifiable to the customer with the problem is that many of the blind workers wherever, catch mass transit that won’t wait.  Someone driving a car can afford to get on the road when convenient for them, not so necessarily when taking mass transit.

 

Judy

“Embrace the day with its mercies and blessings.”

 

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of Holger Fiallo
Sent: Saturday, August 17, 2019 9:10 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

Tom yes. However those of us who work and had problem that someone needed help we did not just tell them call me tomorrow. If I could not address the problem, I made a point of calling the person ASAP. This has to do with respect and following through.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Tom Behler
Sent: Saturday, August 17, 2019 11:08 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

With all due respect, I must agree with Adrian here.

 

Although it’s always good to avoid calling tech support near the end of their working hours, some of us have very busy schedules, and simply can’t call at any time of the day.  If someone is working during normal business hours, they simply might not be able to put everything on hold while technicians try to solve a problem.  I remember these sorts of issues very well when I was in my University teaching and administrative positions.

 

Dr.  Tom Behler from Michigan

 

 

 

 

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Adrian Spratt
Sent: Saturday, August 17, 2019 10:53 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

A company cannot leave a customer in the lurch like that.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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 Monday.

??

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 staff.

??

Please advise.

??

Adrian Spratt

??

locked Re: Unacceptable experience with tech support at Vispero

Holly
 

Judy:
 
That was a very long time ago.  Hahahaha.

locked Re: Unacceptable experience with tech support at Vispero

Loy
 

They should have taken note of how Window Eyes did tech support when they bought them out. They had the best tech support ever.

----- Original Message -----
From: Judy Jones
Sent: Saturday, August 17, 2019 12:39 PM
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

I also had less-than-stellar tech support this past week from a support person who, to my knowledge, gave me misinformation, and I confirmed this through trial and error and other sources.  Very disappointed.

 

Judy

“Embrace the day with its mercies and blessings.”

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of Adrian Spratt
Sent: Saturday, August 17, 2019 7:21 AM
To: jaws-users-list@groups.io
Subject: [jaws-users] Unacceptable experience with tech support at Vispero

 

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 taken.

 

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 Monday.

 

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 staff.

 

Please advise.

 

Adrian Spratt

 

locked Re: Unacceptable experience with tech support at Vispero

Judy Jones
 

One consideration, although not justifiable to the customer with the problem is that many of the blind workers wherever, catch mass transit that won’t wait.  Someone driving a car can afford to get on the road when convenient for them, not so necessarily when taking mass transit.

 

Judy

“Embrace the day with its mercies and blessings.”

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of Holger Fiallo
Sent: Saturday, August 17, 2019 9:10 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

Tom yes. However those of us who work and had problem that someone needed help we did not just tell them call me tomorrow. If I could not address the problem, I made a point of calling the person ASAP. This has to do with respect and following through.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Tom Behler
Sent: Saturday, August 17, 2019 11:08 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

With all due respect, I must agree with Adrian here.

 

Although it’s always good to avoid calling tech support near the end of their working hours, some of us have very busy schedules, and simply can’t call at any time of the day.  If someone is working during normal business hours, they simply might not be able to put everything on hold while technicians try to solve a problem.  I remember these sorts of issues very well when I was in my University teaching and administrative positions.

 

Dr.  Tom Behler from Michigan

 

 

 

 

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Adrian Spratt
Sent: Saturday, August 17, 2019 10:53 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

A company cannot leave a customer in the lurch like that.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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 Monday.

??

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 staff.

??

Please advise.

??

Adrian Spratt

??

locked Re: Unacceptable experience with tech support at Vispero

Judy Jones
 

Was much better as Hinter-Joyce.

 

Judy

“Embrace the day with its mercies and blessings.”

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of Miriam Vieni
Sent: Saturday, August 17, 2019 8:35 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

I know very little about technology and certainly, not a whole lot about Jaws. But what I do know is that the company which now produces Jaws and provides technical support, like so many other companies, has grown and merged with other companies; that its organization is now a lot more complicated than it once was, and that, inevitably its connection to blind users in the US is more impersonal and fragmented than it used to be. Because I’m old, I’ve seen this change take place in all of the systems of which we are a part. Size, bureaucracy, and focus on the largest possible profit, are to blame.

 

Miriam

 

From: jaws-users-list@groups.io On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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 Monday.

??

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 staff.

??

Please advise.

??

Adrian Spratt

??

google chrome and form field editing.

Justin Williams
 

I've noticed that sometimes, when I type in a form field, I can't go back and edit it.  JAWS won't read what is in the form field consistently. Is there a fix for that?

 

I'm  using JAWS 2019.

 

?thanks,

 

Justin

 

 

 

 

locked Re: Unacceptable experience with tech support at Vispero

Judy Jones
 

I also had less-than-stellar tech support this past week from a support person who, to my knowledge, gave me misinformation, and I confirmed this through trial and error and other sources.  Very disappointed.

 

Judy

“Embrace the day with its mercies and blessings.”

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of Adrian Spratt
Sent: Saturday, August 17, 2019 7:21 AM
To: jaws-users-list@groups.io
Subject: [jaws-users] Unacceptable experience with tech support at Vispero

 

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 taken.

 

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 Monday.

 

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 staff.

 

Please advise.

 

Adrian Spratt

 

locked Re: Unacceptable experience with tech support at Vispero

Kevin
 

Really any jaws issues could first be solved by performing a jaws repair! 

Make sure the jaws executable is in your downloads folder, then just launch it as if you are doing a jaws update.  If the executable is the same version as the one you are currently running, once youlaunch it jaws will automatically do a repair.  At least that’s what happened on my computer.

 

E-mail is golden!!!
Kevin Lee

 

From: Tom Behler
Sent: Saturday, August 17, 2019 9:08 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

With all due respect, I must agree with Adrian here.

 

Although it’s always good to avoid calling tech support near the end of their working hours, some of us have very busy schedules, and simply can’t call at any time of the day.  If someone is working during normal business hours, they simply might not be able to put everything on hold while technicians try to solve a problem.  I remember these sorts of issues very well when I was in my University teaching and administrative positions.

 

Dr.  Tom Behler from Michigan

 

 

 

 

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Adrian Spratt
Sent: Saturday, August 17, 2019 10:53 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

A company cannot leave a customer in the lurch like that.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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 Monday.

??

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 staff.

??

Please advise.

??

Adrian Spratt

??

 

locked Unacceptable experience with tech support at Vispero

Geno Stone
 

If all that has issues with Freedom Scientific/ Vispero. I can tell you from first hand experience. That is go to the web site and find the area related to quality of service. It has been a while since I’ve been there to rate now, Vispero. Yet, Something close to this happen to me a while back. I was so mad I went to the Web-site and kept looking till.. To which I clearly stated the issue. To whom I had spoken with and .. I was not expecting to hear except I did and a Gentleman told me whom he was and.. So, Please find that spot on the web-site and tell your story in full with the names involved and I’ll bet you will see.. Gene/Geno

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Holger Fiallo
Sent: Saturday, August 17, 2019 12:08 PM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

Several months I have issues with my Windows but when I call Microsoft, they help and it took several hours. They did not just say it was 5:00 PM and ended the call.   

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Miriam Vieni
Sent: Saturday, August 17, 2019 10:35 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

I know very little about technology and certainly, not a whole lot about Jaws. But what I do know is that the company which now produces Jaws and provides technical support, like so many other companies, has grown and merged with other companies; that its organization is now a lot more complicated than it once was, and that, inevitably its connection to blind users in the US is more impersonal and fragmented than it used to be. Because I’m old, I’ve seen this change take place in all of the systems of which we are a part. Size, bureaucracy, and focus on the largest possible profit, are to blame.

 

Miriam

 

From: jaws-users-list@groups.io On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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 Monday.

??

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 staff.

??

Please advise.

??

Adrian Spratt

??

locked Re: Unacceptable experience with tech support at Vispero

HSG Director
 

Quite so, especially, when the tech chap knew jolly well the issue and had all the customer details to hand.

 

I usually do not jump into these discussions but this is an issue of fundamental importance. We talk about inclusion, disability equality, legal and moral obligations etc. but such concepts are mere ideals if staff of a specialist company who make their living out of selling products to vi people can’t be bothered about their business, legal and moral obligations.

 

 

 

Many Thanks

 

 

Waqas H. Chauhdry

 

From: jaws-users-list@groups.io [mailto:jaws-users-list@groups.io] On Behalf Of Tom Behler
Sent: 17 August 2019 17:08
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

With all due respect, I must agree with Adrian here.

 

Although it’s always good to avoid calling tech support near the end of their working hours, some of us have very busy schedules, and simply can’t call at any time of the day.  If someone is working during normal business hours, they simply might not be able to put everything on hold while technicians try to solve a problem.  I remember these sorts of issues very well when I was in my University teaching and administrative positions.

 

Dr.  Tom Behler from Michigan

 

 

 

 

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Adrian Spratt
Sent: Saturday, August 17, 2019 10:53 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

A company cannot leave a customer in the lurch like that.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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 Monday.

??

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 staff.

??

Please advise.

??

Adrian Spratt

??

locked Re: Unacceptable experience with tech support at Vispero

Holger Fiallo
 

Tom yes. However those of us who work and had problem that someone needed help we did not just tell them call me tomorrow. If I could not address the problem, I made a point of calling the person ASAP. This has to do with respect and following through.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Tom Behler
Sent: Saturday, August 17, 2019 11:08 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

With all due respect, I must agree with Adrian here.

 

Although it’s always good to avoid calling tech support near the end of their working hours, some of us have very busy schedules, and simply can’t call at any time of the day.  If someone is working during normal business hours, they simply might not be able to put everything on hold while technicians try to solve a problem.  I remember these sorts of issues very well when I was in my University teaching and administrative positions.

 

Dr.  Tom Behler from Michigan

 

 

 

 

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Adrian Spratt
Sent: Saturday, August 17, 2019 10:53 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

A company cannot leave a customer in the lurch like that.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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 Monday.

??

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 staff.

??

Please advise.

??

Adrian Spratt

??

locked Re: Unacceptable experience with tech support at Vispero

Holger Fiallo
 

Several months I have issues with my Windows but when I call Microsoft, they help and it took several hours. They did not just say it was 5:00 PM and ended the call.   

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Miriam Vieni
Sent: Saturday, August 17, 2019 10:35 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

I know very little about technology and certainly, not a whole lot about Jaws. But what I do know is that the company which now produces Jaws and provides technical support, like so many other companies, has grown and merged with other companies; that its organization is now a lot more complicated than it once was, and that, inevitably its connection to blind users in the US is more impersonal and fragmented than it used to be. Because I’m old, I’ve seen this change take place in all of the systems of which we are a part. Size, bureaucracy, and focus on the largest possible profit, are to blame.

 

Miriam

 

From: jaws-users-list@groups.io On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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 Monday.

??

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 staff.

??

Please advise.

??

Adrian Spratt

??

locked Re: Unacceptable experience with tech support at Vispero

Tom Behler
 

With all due respect, I must agree with Adrian here.

 

Although it’s always good to avoid calling tech support near the end of their working hours, some of us have very busy schedules, and simply can’t call at any time of the day.  If someone is working during normal business hours, they simply might not be able to put everything on hold while technicians try to solve a problem.  I remember these sorts of issues very well when I was in my University teaching and administrative positions.

 

Dr.  Tom Behler from Michigan

 

 

 

 

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Adrian Spratt
Sent: Saturday, August 17, 2019 10:53 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

A company cannot leave a customer in the lurch like that.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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 Monday.

??

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 staff.

??

Please advise.

??

Adrian Spratt

??

Re: Free antivirus programs and Jaws.

David Goldfield
 

When using MalwareBytes the tab and shift-tab keys are your friends. Navigating with tab moves from one item to the next. Normally, the tab key is used to move to what we call actionable items, meaning that you move to things that you can interact with, such as a button, edit field, combo box, etc. MalwareBytes does this but it also uses the tab and shift-tab keys to move to text which is informational only. On a Web site this is something that I would normally flag as a violation because it could prove to be frustrating for keyboard-only users, even those users who aren't using screen readers. However, with MalwareBytes it seems to work and pressing tab or shift-tab is the secret to successfully navigate the program. As an example, while you are performing a scan the tab key moves to items, such as the number of items which have been scanned, the number of threats which were detected, etc.

The tab which is currently selected no longer identifies its state, an issue which I reported to them a while back. As an example, if the Scan tab has been selected you should, ideally, hear JAWS say "scan tab, selected" but the word "selected" is not announced.



David Goldfield, Assistive Technology Specialist JAWS Certified: 2019 WWW.David-Goldfield.Com

On 8/16/2019 3:15 PM, JM Casey wrote:

I recommend persevering with malwarebytes despite a somewhat annoying interface. It’s certainly usable, if not the most accessible thing out there. The thing is, it is a really good programme and the people behind it really know their stuff. It has saved my butt on at least three or four occasions, or at least helped me deal with obnoxious unwanted crap on my system.

Only thing is, like many programmes of its type, you should always make sure you understand a little of what you are getting rid of, when it flags stuff. Sometimes it will flag something like a change you made to the registry (either manually or through some other programme) that you actually want to keep/is actually wanted. You have to understand what kind of stuff MB flags and why. For instance, I replaced my task manager with Process Explorer some time back. Malwarebytes thinks this is a potential hack and so offers to remove the registry change.

 

From: jaws-users-list@groups.io <jaws-users-list@groups.io> On Behalf Of joanne
Sent: August 16, 2019 1:27 PM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Free antivirus programs and Jaws.

 

What about for windows 7? Malware Bites doesn't seem real accessible but I do need a good spyware program.

 

 

Sent: Thursday, August 15, 2019 11:24 PM

Subject: [jaws-users] Free antivirus programs and Jaws.

 

Are there any free antivirus programs out there that work reasonably well with Jaws?  Thanks a lot for the info.

Stanley


--
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

locked Re: Unacceptable experience with tech support at Vispero

Miriam Vieni
 

I know very little about technology and certainly, not a whole lot about Jaws. But what I do know is that the company which now produces Jaws and provides technical support, like so many other companies, has grown and merged with other companies; that its organization is now a lot more complicated than it once was, and that, inevitably its connection to blind users in the US is more impersonal and fragmented than it used to be. Because I’m old, I’ve seen this change take place in all of the systems of which we are a part. Size, bureaucracy, and focus on the largest possible profit, are to blame.

 

Miriam

 

From: jaws-users-list@groups.io On Behalf Of Gerald Levy via Groups.Io
Sent: Saturday, August 17, 2019 10:42 AM
To: jaws-users-list@groups.io
Subject: Re: [jaws-users] Unacceptable experience with tech support at Vispero

 

 

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.??

 

Gerald

 

 

On 8/17/2019 10:21 AM, Adrian Spratt wrote:

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 taken.

??

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.

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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 Monday.

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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.

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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.

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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.

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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.

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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 staff.

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Please advise.

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Adrian Spratt

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