Support for deaf Amazon customers? Help?

LitaVore · 09-12-2016, 01:17 AM

So I bought my Voyage using the installment payments because I wanted to make sure it was the right Kindle for me after being so used to a tablet Kindle. Since first getting it I've had issues with books not synching most of the time and having to download and transfer most of what I bought/borrowed.

Because of this I didn't pay my monthly installment and have constantly contacted Amazon through chat and email, each time explaining that I'm deaf and when I try to use their phone line the CS reps have no idea how to deal with the TTY operator. Ok, even bigger businesses don't understand the need for a TTY interpreter. But when I try to use email support or chat support I'm told that my "problem is fixable but it is something that needs to be resolved by calling our customer support at ....".

I keep explaining that none of the people manning the phones can figure out the TTY operator's instructions no matter how it's explained and they wind up rejecting my calls but I get the same response.

Anyone have any idea how to get through to a person that can actually do something? I've used TTY plenty dealing with Amazon in the past but it seems in the last two years they've changed.

meeera · 09-12-2016, 01:44 AM

You're in the USA: threaten (and/or carry through with) an ADA complaint? Since it seems you've attempted multiple times to resolve this without any response.

Cinisajoy · 09-12-2016, 10:19 AM

Quote:

Originally Posted by meeera

You're in the USA: threaten (and/or carry through with) an ADA complaint? Since it seems you've attempted multiple times to resolve this without any response.

This. Mention the ADA and things get fixed.

JKenP · 09-12-2016, 03:34 PM

I would suggest you email Jeff Bezos. His office is the best spot for unusual problems.

jeff@amazon.com

Let us know if that works out.

Little.Egret · 09-12-2016, 04:05 PM

Quote:

Originally Posted by Cinisajoy

This. Mention the ADA and things get fixed.

Or just use the 'contact us' button and select 'chat' rather than email or 'call me' after taking the best stab at the 'problem' selections.

Since you can post here you have a working browser which is all that's needed and the 'chat' will email you a transcript if you select that.

soulfuldog · 09-13-2016, 05:12 AM

Quote:

Originally Posted by Little.Egret

Or just use the 'contact us' button and select 'chat' rather than email or 'call me' after taking the best stab at the 'problem' selections.

Since you can post here you have a working browser which is all that's needed and the 'chat' will email you a transcript if you select that.

From the OP: "have constantly contacted Amazon through chat and email" and "when I try to use email support or chat support I'm told that my "problem is fixable but it is something that needs to be resolved by calling our customer support."

Little.Egret · 09-13-2016, 11:49 AM

Quote:

Originally Posted by soulfuldog

From the OP: "have constantly contacted Amazon through chat and email" and "when I try to use email support or chat support I'm told that my "problem is fixable but it is something that needs to be resolved by calling our customer support."

Thanks.

How strange, they have never tried that on me.

badgoodDeb · 09-13-2016, 01:07 PM

Quote:

Originally Posted by JKenP

I would suggest you email Jeff Bezos. His office is the best spot for unusual problems.

jeff@amazon.com

Let us know if that works out.

This. He (or his secretaries) really do answer, for worthwhile matters. This sounds like one.

LitaVore · 09-13-2016, 07:31 PM

I do think i'm going to send out an email to the Bez. I've used Amazon CS before quite a bit using relay service and never had a problem until my last two attempts. Maybe it's not something they cover in training anymore? A misunderstanding? Miscommunication? Who knows. At this point I'm just going to email then wait for hubby to get home next week. It's not a huge pressing issue to me and have to wait to settle everything anyways. Just got scared it was some new policy or system and I didn't know how to access the new one.

FizzyWater · 09-13-2016, 07:48 PM

They can't have a new policy if it limits accessibility covered under the ADA. I work for a large company and almost never have direct interaction with our customers. Yet I annually take a refresher course on how the ADA is applied here and my responsibilities. I've never personally gotten a call from someone using TTY, but I know I have to either accept one or find someone who knows how. I can't ever tell a customer "I can't help you" because I don't know the exact process.

EDIT: Since I don't generally interact with customers, there would be a lot that I personally couldn't help them with, to be honest. I'd probably have to direct the call to one of our call centers. But it wouldn't be simply because the caller wanted to use TTY.

badgoodDeb · 09-13-2016, 08:30 PM

I wonder if "didn't pay the latest payment" has anything to do with this.

Cinisajoy · 09-13-2016, 08:43 PM

Quote:

Originally Posted by badgoodDeb

I wonder if "didn't pay the latest payment" has anything to do with this.

I would bet yes.

LitaVore · 09-13-2016, 11:31 PM

Quote:

Originally Posted by badgoodDeb

I wonder if "didn't pay the latest payment" has anything to do with this.

Nope. I already explained I didn't pay because of the problem with the Kindle itself and no resolution for it because of my previous attempts. It was still an issue after I paid the initial payment and before paying the next two.

Yourcat · 09-14-2016, 01:10 PM

You could also try to get help here. You may have 3G or wifi issues which are not related or caused by the Voyage. Does the browser work fine?
Is the current firmware installed?

Did you ask Amazon for a replacement device?

Barty · 09-15-2016, 01:47 AM

I'm not deaf but have problem talking on the phone. Most companies (and I'm talking very large companies, not small shops) don't seem to want to resolve issues over chat or email, they always want me to call. And when I call, they tell me sir I'm having a hard time understanding you, is there someone else there i can talk to. No, that's why I tried to do this over chat. Arggh

09-12-2016, 01:17 AM	#1
LitaVore Wasteland Deadmeat Posts: 19 Karma: 10 Join Date: Jul 2016 Location: US Device: Kindle Voyage, Nook	Support for deaf Amazon customers? Help? So I bought my Voyage using the installment payments because I wanted to make sure it was the right Kindle for me after being so used to a tablet Kindle. Since first getting it I've had issues with books not synching most of the time and having to download and transfer most of what I bought/borrowed. Because of this I didn't pay my monthly installment and have constantly contacted Amazon through chat and email, each time explaining that I'm deaf and when I try to use their phone line the CS reps have no idea how to deal with the TTY operator. Ok, even bigger businesses don't understand the need for a TTY interpreter. But when I try to use email support or chat support I'm told that my "problem is fixable but it is something that needs to be resolved by calling our customer support at ....". I keep explaining that none of the people manning the phones can figure out the TTY operator's instructions no matter how it's explained and they wind up rejecting my calls but I get the same response. Anyone have any idea how to get through to a person that can actually do something? I've used TTY plenty dealing with Amazon in the past but it seems in the last two years they've changed.

09-13-2016, 07:48 PM	#10
FizzyWater You kids get off my lawn! Posts: 4,220 Karma: 73492664 Join Date: Aug 2007 Location: Columbus, Ohio Device: Oasis 2 and Libra H2O and half a dozen older models I can't let go of	They can't have a new policy if it limits accessibility covered under the ADA. I work for a large company and almost never have direct interaction with our customers. Yet I annually take a refresher course on how the ADA is applied here and my responsibilities. I've never personally gotten a call from someone using TTY, but I know I have to either accept one or find someone who knows how. I can't ever tell a customer "I can't help you" because I don't know the exact process. EDIT: Since I don't generally interact with customers, there would be a lot that I personally couldn't help them with, to be honest. I'd probably have to direct the call to one of our call centers. But it wouldn't be simply because the caller wanted to use TTY. Last edited by FizzyWater; 09-13-2016 at 07:51 PM.

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09-12-2016, 01:44 AM	#2
meeera Grand Sorcerer Posts: 5,797 Karma: 68407974 Join Date: Dec 2011 Location: Australia Device: Kobo Libra 2, iPadMini4, iPad4, MBP; support other Kobo/Kindles	You're in the USA: threaten (and/or carry through with) an ADA complaint? Since it seems you've attempted multiple times to resolve this without any response.

09-12-2016, 03:34 PM	#4
JKenP Connoisseur Posts: 91 Karma: 504384 Join Date: May 2011 Location: NW Indiana Device: Sony Kobo iPhone Kindle 8 HD	I would suggest you email Jeff Bezos. His office is the best spot for unusual problems. jeff@amazon.com Let us know if that works out.

09-13-2016, 07:31 PM	#9
LitaVore Wasteland Deadmeat Posts: 19 Karma: 10 Join Date: Jul 2016 Location: US Device: Kindle Voyage, Nook	I do think i'm going to send out an email to the Bez. I've used Amazon CS before quite a bit using relay service and never had a problem until my last two attempts. Maybe it's not something they cover in training anymore? A misunderstanding? Miscommunication? Who knows. At this point I'm just going to email then wait for hubby to get home next week. It's not a huge pressing issue to me and have to wait to settle everything anyways. Just got scared it was some new policy or system and I didn't know how to access the new one.

09-13-2016, 08:30 PM	#11
badgoodDeb Grand Sorcerer Posts: 8,541 Karma: 64201357 Join Date: Jan 2008 Location: Harrisburg outskirts Device: Palms, K1-4s, iPads, iPhones, KV, KO1	I wonder if "didn't pay the latest payment" has anything to do with this.

09-14-2016, 01:10 PM	#14
Yourcat Groupie Posts: 175 Karma: 54048 Join Date: Mar 2016 Device: PW3 5.6.5-usbnet	You could also try to get help here. You may have 3G or wifi issues which are not related or caused by the Voyage. Does the browser work fine? Is the current firmware installed? Did you ask Amazon for a replacement device?

09-15-2016, 01:47 AM	#15
Barty doofus Posts: 2,543 Karma: 13089041 Join Date: Sep 2010 Device: Kobo Libra 2, Kindle Voyage	I'm not deaf but have problem talking on the phone. Most companies (and I'm talking very large companies, not small shops) don't seem to want to resolve issues over chat or email, they always want me to call. And when I call, they tell me sir I'm having a hard time understanding you, is there someone else there i can talk to. No, that's why I tried to do this over chat. Arggh

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