[blind-democracy] FW: [leadership] FW: Note to ACB list re X1 and Voice Guidance

From: "Charles Crawford" <CCrawford@xxxxxxx>
To: <blind-democracy@xxxxxxxxxxxxx>
Date: Mon, 29 Jun 2015 11:16:03 -0400

Hi Blind-Democracy folks,

I saw this and thought it would be of interest to those of you wanting greater
access to your cable systems.

Charlie Crawford.

From: Eric Bridges via leadership [mailto:leadership@xxxxxxxxxxxx]
Sent: 29 June 2015 09:45
To: leadership@xxxxxxxxxxxx; announce@xxxxxxx
Cc: iac@xxxxxxxxxxxx
Subject: [leadership] FW: Note to ACB list re X1 and Voice Guidance

From: Wlodkowski, Thomas [mailto:Thomas_Wlodkowski@xxxxxxxxxxx]
Sent: Friday, June 26, 2015 5:19 PM
To: ebridges@xxxxxxx
Subject: Note to ACB list re X1 and Voice Guidance

A note from Tom Wlodkowski, VP of Accessibility at Comcast

Hello,

I wanted to address some recent issues that have been raised on this listserve
regarding the ordering process related to Voice Guidance, the industry’s first
talking guide that’s available on our X1 set-top box.

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’ve received some great feedback from users.

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’t typically offer X1 service.

Furthermore, a subscription to our broadband service or DVR service is NOT
required to get X1 with Voice Guidance.

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.

If that’s the case, I apologize and we will credit your account.

We have reviewed the list of Voice Guidance orders since February and have
already proactively credited accounts where this error occurred. If you’d like
us to review your account, please call or email our accessibility support
center at 855-270-0379 or <mailto:accessibility@xxxxxxxxxxx>
accessibility@xxxxxxxxxxx

Agents are available by phone from 7am-12am eastern time seven days a week.

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.

Thanks and I look forward to seeing many of you soon at the ACB convention.

Best,

Tom

Thomas Wlodkowski

Vice President, Accessibility, Comcast

Image removed by sender.Image removed by sender.

[blind-democracy] FW: [leadership] FW: Note to ACB list re X1 and Voice Guidance

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