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Kudos0

Norton Website ADA non-compliance

I'm blind and use a screen reader (JAWS to be specific). I came onto the website today and, admittedly, it's been a while since I've had to come on the website to deal with any issues.  I wanted to make a call into support because chat windows and screen readers don't always get along and, if the person on the other end isn't paying attention, gets impatient, or just isn't reading (like what happened today), you end up having more problems with your computer than what you had before you contacted support.  So, calling someone on the phone is literally the best option.  However, Norton has introduced captcha into their system. This isn't a bad thing; however, the way they did it isn't ADA (Americans with Disabilities Act) compliant. To be specific, they didn't add an audible option to the captcha box. So, if you're blind, you can't fill in the captcha box which means you can't get support on the phone....

I tried talking to one of the support team via chat and was told that the Norton website was working perfectly fine and that the problem was my screen reader and that I just shouldn't use it (which isn't possible because... blind).  I let the guy remote into my computer (thinking that maybe if he saw what the screen reader software was, he'd put 2 and 2 together and get 4, instead he started screwing up my monitor (I've no idea what he did but he claims it's a Microsoft problem with the display). He also messed with my screen reader -- which I managed to fix after I booted him off my computer.  Seriously, it literally took me over an hour to get to spot to create this post because there are no links or headers set up correctly on Norton's website so that someone who doesn't use a mouse can navigate the website easily.... which to be honest and fair, I wouldn't care about except there seems to be no way for me to get anyone in Norton's staff to listen to a legitimate reporting of an issue with their website.

Replies

Kudos2 Stats

Re: Norton Website ADA non-compliance

I'll escalate this post to try to get someone to address your concerns.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Website ADA non-compliance

Hi @sojourn4016,

Thank you for reporting this on the Norton Community forum. I'll pass this on to the concerned team.

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation

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