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FYI =E2=80=93
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Vivian and Barbee (That's Barbee with 2 E's and not the doll)
blazie.girl@xxxxxxxxx
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A note from Tom Wlodkowski, VP of Accessibility at Comcast
Hello,
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I wanted to address some recent issues that have been raised on this =
listserve regarding the ordering process related to Voice Guidance, the =
industry=E2=80=99s first talking guide that=E2=80=99s available on our =
X1 set-top box.
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We launched the service a few months ago and so far the results are =
encouraging: in April, the talking guide feature was activated on more =
than 650,000 X1 boxes nationwide and we=E2=80=99ve received some great =
feedback from users.
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I also understand that some have had issues ordering the service so I =
wanted to be clear about the process: our policy is to waive upgrade and =
installation fees for existing customers who are blind or visually =
impaired that request access to X1 and Voice Guidance through our =
support center for customers with disabilities. You also can maintain =
your current service level and pricing if your current package =
doesn=E2=80=99t typically offer X1 service.
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Furthermore, a subscription to our broadband service or DVR service is =
NOT required to get X1 with Voice Guidance.
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It appears that some subscribers to this list reported that they were =
transferred away from our accessibility call center, which may have =
resulted in some customers being charged an upgrade or installation fee. =
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If that=E2=80=99s the case, I apologize and we will credit your account.
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We have reviewed the list of Voice Guidance orders since February and =
have already proactively credited accounts where this error occurred. If =
you=E2=80=99d like us to review your account, please call or email our =
accessibility support center at 855-270-0379 or =
accessibility@xxxxxxxxxxx
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Agents are available by phone from 7am-12am eastern time seven days a =
week.
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We are humbled by the reaction to Voice Guidance in the blind community =
and I again want to apologize to anyone who may have experienced =
difficulties with the ordering process.
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Thanks and I look forward to seeing many of you soon at the ACB =
convention.
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Best,
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Tom
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Thomas Wlodkowski
Vice President, Accessibility, Comcast
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Robert Acosta, President
Helping Hands for the Blind
(818) 998-0044
www.helpinghands4theblind.org
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