Second Life Forums Archive - Billing support for deaf and mute people

SuezanneC Baskerville

Forums Rock!

Join date: 22 Dec 2003

Posts: 14,229

01-11-2008 19:46

When you are attempting to get help with a password problem and you end up getting told to call billing, what do you do if you are unable to use a phone for a reason such as being deaf or mute or both?

An account was created a third party registration site. The name is now considered used, and an avatar UUID was created. There was supposed to be a password sent to the email address the user provided. No email was received.

A support ticket was filed, and the response to the support ticket began with "Hi ", followed by a completely unknown name that has no connection at all to anything. Like if the applicant's name was John Smith, the support ticket response started out with "Hi Taneesha Jaquella". Then it says that for security reasons they can't give a password out through the support ticket system. They weren't asked to do that, or to do anything specific, the support ticket only described the problem and did not suggest how to provide a remedy. It would seem posssible to send a new password to the email address provide in the registration process. It's a valid working email address, the same one the password would have been sent to if the process had succeeded.

Communication by speech is not a desired option in this case. What can be done to solve this person's problem?

_____________________

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So long to these forums, the vBulletin forums that used to be at forums.secondlife.com. I will miss them.

I can be found on the web by searching for "SuezanneC Baskerville", or go to

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http://lindenlab.tribe.net/ created on 11/19/03.

Members: Ben, Catherine, Colin, Cory, Dan, Doug, Jim, Philip, Phoenix, Richard,
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Ava Glasgow

Hippie surfer chick

Join date: 27 Jan 2007

Posts: 2,172

01-11-2008 20:06

A) Can they do a live chat? Or can someone do it on their behalf, merely asking that the password be mailed to the email address specified in the application?

B) Don't many deaf/mute people have access to a service that allows them to phone people? I don't remember what it's called, but at least in the U.S., there is a service where the deaf person types, the message goes to an operator, and the operator talks to the hearing person. Then the hearing person talks and the operator types it to the deaf person. Does the deaf person in question not have access to such a system?

Alicia Sautereau

if (!social) hide;

Join date: 20 Feb 2007

Posts: 3,125

01-11-2008 20:10

From: Ava Glasgow

A) Can they do a live chat? Or can someone do it on their behalf, merely asking that the password be mailed to the email address specified in the application?

B) Don't many deaf/mute people have access to a service that allows them to phone people? I don't remember what it's called, but at least in the U.S., there is a service where the deaf person types, the message goes to an operator, and the operator talks to the hearing person. Then the hearing person talks and the operator types it to the deaf person. Does the deaf person in question not have access to such a system?

you know what will happen even if that person had access to such system... they won`t give account info onto a intermidiate as excuse, can allready hear that reply

_____________________

Tod69 Talamasca

The Human Tripod ;)

Join date: 20 Sep 2005

Posts: 4,107

01-11-2008 23:48

From: Ava Glasgow

B) Don't many deaf/mute people have access to a service that allows them to phone people? I don't remember what it's called, but at least in the U.S., there is a service where the deaf person types, the message goes to an operator, and the operator talks to the hearing person. Then the hearing person talks and the operator types it to the deaf person. Does the deaf person in question not have access to such a system?

YEP! Its called "TTS" or "TDS", I forget at the moment.

_____________________

really pissy & mean right now and NOT happy with Life.

Colette Meiji

Registered User

Join date: 25 Mar 2005

Posts: 15,556

01-12-2008 00:34

From: Alicia Sautereau

you know what will happen even if that person had access to such system... they won`t give account info onto a intermidiate as excuse, can allready hear that reply

wow .. you'd think they would be bound to.

I mean deaf people need credit cards and banks and lawyers and all sorts of things just like the rest of us.

All of which are "confidential"

Void Singer

Int vSelf = Sing(void);

Join date: 24 Sep 2005

Posts: 6,973

01-12-2008 02:41

TDD/TTY relay operators are generally required to sign confidentiality agreements and are under some strict laws and supervision. that said, requesting a password e-mail go to an already established address isn't likely to get anyone at LL to cut them off (if they did I imagine it'd make news FAST "LL refuses service to hearing impaired, news at 6"

...

there's a lot of variant services out there (VCO, HCO, STS, etc) for fun you can check out http://en.wikipedia.org/wiki/Telecommunications_Relay_Service

I've also known some of the relay software to be modified and used basiclly as a local chat relay, and had a friend that worked as a relay operator, said it was a good simple job if you can type fast

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SuezanneC Baskerville

Forums Rock!

Join date: 22 Dec 2003

Posts: 14,229

01-12-2008 03:10

Is it a common thing for the people that respond to support tickets for Second Life to start out their responses by saying "Hi SomeoneElse's NameEntirely" ?

Like if Void Singer sends in a support ticket is Void Singer likely to get a response from that starts out "Hi Colette Meiji"?.

_____________________

-

So long to these forums, the vBulletin forums that used to be at forums.secondlife.com. I will miss them.

I can be found on the web by searching for "SuezanneC Baskerville", or go to

http://www.google.com/profiles/suezanne

-

http://lindenlab.tribe.net/ created on 11/19/03.

Members: Ben, Catherine, Colin, Cory, Dan, Doug, Jim, Philip, Phoenix, Richard,
Robin, and Ryan

-

Billing support for deaf and mute people
SuezanneC Baskerville Forums Rock! Join date: 22 Dec 2003 Posts: 14,229	01-11-2008 19:46 When you are attempting to get help with a password problem and you end up getting told to call billing, what do you do if you are unable to use a phone for a reason such as being deaf or mute or both? An account was created a third party registration site. The name is now considered used, and an avatar UUID was created. There was supposed to be a password sent to the email address the user provided. No email was received. A support ticket was filed, and the response to the support ticket began with "Hi ", followed by a completely unknown name that has no connection at all to anything. Like if the applicant's name was John Smith, the support ticket response started out with "Hi Taneesha Jaquella". Then it says that for security reasons they can't give a password out through the support ticket system. They weren't asked to do that, or to do anything specific, the support ticket only described the problem and did not suggest how to provide a remedy. It would seem posssible to send a new password to the email address provide in the registration process. It's a valid working email address, the same one the password would have been sent to if the process had succeeded. Communication by speech is not a desired option in this case. What can be done to solve this person's problem? _____________________ - So long to these forums, the vBulletin forums that used to be at forums.secondlife.com. I will miss them. I can be found on the web by searching for "SuezanneC Baskerville", or go to http://www.google.com/profiles/suezanne - http://lindenlab.tribe.net/ created on 11/19/03. Members: Ben, Catherine, Colin, Cory, Dan, Doug, Jim, Philip, Phoenix, Richard, Robin, and Ryan -
Ava Glasgow Hippie surfer chick Join date: 27 Jan 2007 Posts: 2,172	01-11-2008 20:06 A) Can they do a live chat? Or can someone do it on their behalf, merely asking that the password be mailed to the email address specified in the application? B) Don't many deaf/mute people have access to a service that allows them to phone people? I don't remember what it's called, but at least in the U.S., there is a service where the deaf person types, the message goes to an operator, and the operator talks to the hearing person. Then the hearing person talks and the operator types it to the deaf person. Does the deaf person in question not have access to such a system?
Alicia Sautereau if (!social) hide; Join date: 20 Feb 2007 Posts: 3,125	01-11-2008 20:10 From: Ava Glasgow A) Can they do a live chat? Or can someone do it on their behalf, merely asking that the password be mailed to the email address specified in the application? B) Don't many deaf/mute people have access to a service that allows them to phone people? I don't remember what it's called, but at least in the U.S., there is a service where the deaf person types, the message goes to an operator, and the operator talks to the hearing person. Then the hearing person talks and the operator types it to the deaf person. Does the deaf person in question not have access to such a system? you know what will happen even if that person had access to such system... they won`t give account info onto a intermidiate as excuse, can allready hear that reply _____________________
Tod69 Talamasca The Human Tripod ;) Join date: 20 Sep 2005 Posts: 4,107	01-11-2008 23:48 From: Ava Glasgow B) Don't many deaf/mute people have access to a service that allows them to phone people? I don't remember what it's called, but at least in the U.S., there is a service where the deaf person types, the message goes to an operator, and the operator talks to the hearing person. Then the hearing person talks and the operator types it to the deaf person. Does the deaf person in question not have access to such a system? YEP! Its called "TTS" or "TDS", I forget at the moment. _____________________ really pissy & mean right now and NOT happy with Life.
Colette Meiji Registered User Join date: 25 Mar 2005 Posts: 15,556	01-12-2008 00:34 From: Alicia Sautereau you know what will happen even if that person had access to such system... they won`t give account info onto a intermidiate as excuse, can allready hear that reply wow .. you'd think they would be bound to. I mean deaf people need credit cards and banks and lawyers and all sorts of things just like the rest of us. All of which are "confidential"
Void Singer Int vSelf = Sing(void); Join date: 24 Sep 2005 Posts: 6,973	01-12-2008 02:41 TDD/TTY relay operators are generally required to sign confidentiality agreements and are under some strict laws and supervision. that said, requesting a password e-mail go to an already established address isn't likely to get anyone at LL to cut them off (if they did I imagine it'd make news FAST "LL refuses service to hearing impaired, news at 6"... there's a lot of variant services out there (VCO, HCO, STS, etc) for fun you can check out http://en.wikipedia.org/wiki/Telecommunications_Relay_Service I've also known some of the relay software to be modified and used basiclly as a local chat relay, and had a friend that worked as a relay operator, said it was a good simple job if you can type fast _____________________ \| \| . "Cat-Like Typing Detected" \| . This post may contain errors in logic, spelling, and \| . grammar known to the SL populace to cause confusion \| \| - Please Use PHP tags when posting scripts/code, Thanks. \| - Can't See PHP or URL Tags Correctly? Check Out This Link... \| -
SuezanneC Baskerville Forums Rock! Join date: 22 Dec 2003 Posts: 14,229	01-12-2008 03:10 Is it a common thing for the people that respond to support tickets for Second Life to start out their responses by saying "Hi SomeoneElse's NameEntirely" ? Like if Void Singer sends in a support ticket is Void Singer likely to get a response from that starts out "Hi Colette Meiji"?. _____________________ - So long to these forums, the vBulletin forums that used to be at forums.secondlife.com. I will miss them. I can be found on the web by searching for "SuezanneC Baskerville", or go to http://www.google.com/profiles/suezanne - http://lindenlab.tribe.net/ created on 11/19/03. Members: Ben, Catherine, Colin, Cory, Dan, Doug, Jim, Philip, Phoenix, Richard, Robin, and Ryan -

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Billing support for deaf and mute people