I read this article with a concern about an app I've worked on, where we intended to go thru an add accessibility support in after the first release, but it (an

I read this article with a concern about an app I've worked on, where we intended to go thru an add accessibility support in after the first release, but it (and a bunch of other improvements) got dropped when priorities changed. I was reading to see if I could judge how our app (which should be mostly accessible) might have worked for this person... but they never mentioned what their disability was in their sample letter, and so I had no clue, and couldn't hazard a guess. (Except maybe that they are blind? Though I don't have enough clues to be at all confident in that guess.) I wonder if part of the non-response they got was because they never explained what their disability was in their letters. I understand it really isn't some pizza restaurant's business to need to know it, but if they left that off, then it is hard for someone to understand their dificulty-- they might even read the email too fast and not even realize there is a disability at all. Thus it just sounds like someone who can't describe why the real problem is, and is instead giving web development advice to a customer service rep who, more likely than not, has no ability to even parse the email into actionable or useful information for the developers simply because the context is dropped by missing this key bit of information. (Even though the advice is useful to someone who is a web developer, even without knowing the disability, the CSR may not realize that.) That said, I have gone thru a recent terrible experience attempting to deal with a company who is bringing in $150million a month in revenue, and can't be bothered to have CSRs actually read letters. Over the course of a dozen back and for the responses, each form letter I got from them, was written by a different person, and seemingly responded to a random word or two from my previous message, where they clearly didn't' read the whole ticket or even take a few minutes to actually comprehend what I was saying. There's some really bad customer service out there, even from companies that at least don't have lack of budget as an excuse.