Blind and Visually Impaired Community
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I'm disappointed but not surprised with the google disability help desk. (self.Blind)
submitted by bradley22
So I was having an issue with youtube and scrolling, I'm unable to scroll past videos on firefox but it works fine on chrome.
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So I call up be my eyes and that seams to go well but after a couple of emails back and forth I get an email that says something like: Hi Brad, it turns out that when NVDA is on the youtube shortcuts don't work at all, (she means play?pause and all that,) there was more to the email but this just frustrates me.
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These people get paid a lot of money and don't even know about focus mode? I understand they're a help desk and that there's more than just blind people to help but come on! They should at least know the basics of using a screen reader.
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So I wrote back to her saying that actually they do work you just have to use focus mode. I was going to write how disappointed I was but didn't think it was worth it in the end.
​
So I call up be my eyes and that seams to go well but after a couple of emails back and forth I get an email that says something like: Hi Brad, it turns out that when NVDA is on the youtube shortcuts don't work at all, (she means play?pause and all that,) there was more to the email but this just frustrates me.
​
These people get paid a lot of money and don't even know about focus mode? I understand they're a help desk and that there's more than just blind people to help but come on! They should at least know the basics of using a screen reader.
​
So I wrote back to her saying that actually they do work you just have to use focus mode. I was going to write how disappointed I was but didn't think it was worth it in the end.
Superfreq2 2 points 1y ago
Google accessibility support is very hit and miss, just like regular support with any company.
The first time I called, it was about the survey on the Google app for iPhone that sometimes comes up and won't go away because the close button doesn't work so you have to restart the app. The lady told me that they ("didn't really provide support for IOS") which I call bullshit on because if you're making billions from the use of your stuff on another platform, then you sure as hell better be providing support for it. If not, then who would. Apple? yeah right.
Then she tried to blame it on Voiceover, and told me that I should try ("reinstalling Voiceover") to which I told her how little sense that made. After that she had nothing.
The second time I called, I told them about the issue on the Youtube app for IOS where extra buttons on a video are hidden, like and dislike, share, save to playlist, download ETC. Happens about half the time for me now. But many never see it for some reason.
The guy was very receptive and even had an iPhone with Voiceover that he tested it with right on the call, he asked for followup examples and kept me posted. Nothing came of it, the problem still exists, but at least he did his best.
The first time I called, it was about the survey on the Google app for iPhone that sometimes comes up and won't go away because the close button doesn't work so you have to restart the app. The lady told me that they ("didn't really provide support for IOS") which I call bullshit on because if you're making billions from the use of your stuff on another platform, then you sure as hell better be providing support for it. If not, then who would. Apple? yeah right.
Then she tried to blame it on Voiceover, and told me that I should try ("reinstalling Voiceover") to which I told her how little sense that made. After that she had nothing.
The second time I called, I told them about the issue on the Youtube app for IOS where extra buttons on a video are hidden, like and dislike, share, save to playlist, download ETC. Happens about half the time for me now. But many never see it for some reason.
The guy was very receptive and even had an iPhone with Voiceover that he tested it with right on the call, he asked for followup examples and kept me posted. Nothing came of it, the problem still exists, but at least he did his best.
bradley22 [OP] 1 points 1y ago
yeah, that's how most tech companies are sadly.
[deleted] 1 points 1y ago
[deleted]
DHamlinMusic 1 points 1y ago
Why would Be My Eyes be relevant in this situation? Also yeah you are having an issue on Firefox but called Google, wouldn't it make sense to talk to Mozilla?
bradley22 [OP] 1 points 1y ago
I called them because I was having an issue with youtube and scrolling on firefox. I could have wrote to mazilla I guess but it just didn't cross my mind. Plus; if I can, I always like to talk to people.
DHamlinMusic 1 points 1y ago
Ok makes sense I guess, but yeah seems like maybe a Firefox issue, not that I have been impressed with most large tech companies help to start.
bradley22 [OP] 1 points 1y ago
Yeah.
EnvisionXpressDM 1 points 1y ago
I think the overall employment pool of people with experience using assistive technology hardware and software is likely very shallow. It may not even be a requirement on a resume at Google, but more of a 'nice to have.' Unfortunately, companies are not very aggressive at recruiting people with experience in this field. BVI or sighted.
bradley22 [OP] 2 points 1y ago
Yeah, that’s really weird. They call themselves a disability helpdesk, but no nothing about the disabilities they clame to help.
fantasy53 1 points 1y ago
It took about two years for them to resolve an issue I was having with the YouTube app, the fix worked until the next YouTube update
bradley22 [OP] 1 points 1y ago
Wow! That’s just sad.
SiriuslyGranger 1 points 1y ago
It depends how skilled the it professional is and how well trained. Some definitely just look up info.
bradley22 [OP] 1 points 1y ago
Absolutely. It’s annoying that they’re a disability helpdesk, but don’t know much when it comes to screen readers.
SiriuslyGranger 1 points 1y ago
Maybe it’s cheaper that way or their training wasn’t very good but interesting I find that some places are like that, and even the big ones like apple if you ask a more advanced question they don’t know.
bradley22 [OP] 1 points 1y ago
Yeah, it’s definitely interesting.
SiriuslyGranger 1 points 1y ago
Yeah.
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