Hey everyone, I've been a loyal Apple customer for 15 years, having owned multiple products like MacBooks, iPhones, and more. I usually have a good experience, but things took a turn when I recently reached out to Apple Support about my AirPods issue. I'm a U.S. Army veteran with service-related PTSD and a speech disability, which makes phone conversations really tough for me. That's why I requested to communicate through text only as an ADA accommodation.
However, I was told multiple times that I had to speak on the phone to escalate my case, even suggesting I have someone else call for me, which doesn't work for me. In the end, I agreed to a call after taking medication to prep for it, but nobody called me. I also received irrelevant links and information, including resources for ASL, despite asking for written communication. The whole situation felt very dismissive and frustrating. I've contacted Apple Accessibility via email, but I'm wondering if anyone else has faced something similar or can offer advice on how to make sure Apple takes ADA compliance seriously. Thanks for any insights!
1 Answer
It's totally reasonable to ask for written communication, especially under the ADA. Apple Support staff have to follow strict policies, and it sounds like they didn't handle your request properly. In the future, consider identifying yourself as 'hard of hearing' since that might get you more appropriate support from those who understand your needs better. If you ever need to escalate your situation again, it might help to specify that from the get-go. Hang in there!
I mentioned my speech disability right from the start, but they kept pushing for phone support instead. It’s so frustrating!