When it comes to mobile devices, technical and access support play a vital role in the customer experience.
In the January issue of AccessWorld, we introduced you to the Odin VI, a voice-guided feature phone offered by Odin Mobile for use with either the T-Mobile or AT&T mobile network. One of the extras that led us to give this phone a thumbs-up review is the availability of free technical support and, even better, access to technicians who are knowledgeable about voice guides and screen readers.
Apple iPhones also score well in the support area. Apple provides a dedicated support phone hotline (877-204-3930) and e-mail address where users of VoiceOver and other accessibility features can get help from a knowledgeable service rep.
These examples of excellent technical support are only some of the resources that may be available to you. Did you know that you can probably also get accessibility assistance from your phone service carrier? Three of the four major mobile service providers offer accessibility hotlines and/or e-mail addresses where customers can reach a consultant who has been trained in accessible equipment and screen readers.
AT&T Customer Service for People with Vision Loss
At the AT&T National Center for Customers with Disabilities, customer service representatives offer specialized product and service support for individuals with disabilities, including those who are blind or visually impaired. Representatives can be reached by phone Monday through Friday, 7 am to 9 pm Eastern, at 866-241-6568 or by e-mail.
AT&T focuses most of its current accessibility support on smartphones, including iPhones and various Android models. It also offers its Android phone customers a free copy of Code Factory's Mobile Access for Android. AT&T does not yet offer any voice guided feature phones. If you need to use a feature phone on AT&T, consider the Odin VI, which can be purchased unlocked to run on the AT&T network.
Sprint Customer Service for People with Vision Loss
Sprint Support for Customers with Disabilities specializes in providing customer care and support for individuals with disabilities, including those who are blind or visually impaired.
You can reach a representative by phone from 6 am to 11pm Central at 855-885-7568, or by e-mail.
Sprint offers two voice-guided feature phones: the Kyocera Kona and the Kyocera Verve.
Blind customers may also obtain recommendations for accessible devices at Sprint.
Additionally, Sprint also offers dedicated customer care support for individuals who are interested in registering for Sprint IP Relay. IP Relay is a form of text-based telecommunications relay service (TRS) that allows individuals who are deaf, deafblind, or have hearing loss or speech disabilities to place relay calls over the Internet via a computer. Currently, Sprint is the only IP Relay service provider in the US.
To register, visit MySprintRelay or send an e-mail.
Types of Support Offered by AT&T and Sprint
AT&T and Sprint representatives can provide support for:
- Device activations, setup, and support
- Plans and services
- Suggesting devices that best meet your individual accessibility needs
- Braille, large print, and audio product documentation
- Troubleshooting information, including help with accessibility software
- Questions about your account, transactions, or service
- Braille or large print billing
T-Mobile Customer Support for People with Vision Loss
T-Mobile refers most accessibility questions to the device manufacturer. They do not offer voice-guided feature phones directly, but T-Mobile customers who prefer feature phones should check out the Odin Mobile website or call Odin at 855-217-9459. Odin offers service and cell phones customized to meet the accessibility needs of blind individuals. They offer accessible feature and smartphones that run over the T-Mobile network. Both subscription and pay-as-you-go plans are available. Tech support is free, including help from the company's accessibility representative.
Verizon Customer Service for People with Vision Los
Verizon recently opened its National Accessibility Customer Service Center and phone hotline, 888-262-1999.
Representatives are available Monday through Friday from 8 am to 5:00 pm Eastern.
The Verizon Wireless National Accessibility Customer Service center is staffed with specialized representatives to support customers who may need additional assistance due to a physical or cognitive impairment. Verizon offers and supports both iPhones and various Android models. Representatives can provide support for:
- Products and services
- Suggested devices that work best with accessibility
- Calling and data plans
- Braille, large print, and audio product documentation
- Troubleshooting information, including help with accessibility software
- Questions about your account, transactions or service
