Communication lost in a Snap!
August 25, 2011
August 22, 2011
Dear Mr. Kielty, CEO, Snap VRS,
Founded in 1940, the Canadian Association of the Deaf (CAD) is the national information, research and community action organization of Deaf people in Canada. We promote and protect the rights, needs, and concerns of those who are linguistically and culturally Deaf.
On behalf of the CAD, I am writing this letter concerning the fact that Canadian customers have been cut off from Viable / Snap’s services without advance notice or warning.
The CAD office has received complaints from your Canadian customers and Deaf services across Canada. The Viable V-pad is one of the most popular devices in use in this country. There are hundreds of Viable users here, thanks to Viable’s excellent sales agents and technical support.
We understand that the reason for Snap’s changes is an FCC requirement for 10-digit numbers. We strongly believe that your office should have provided advance notice and a full explanation of the changes to Canadian customers. The failure to do so is simply poor service to customers.
Our recommendations are as follows:
1) Provide an explanation regarding 10-digit numbers and send it to all the Canadian V-Pad users who have their email addresses from your office.
2) Restore access to Viable / Snap’s services for Canadian customers as soon as possible.
3) Set up information and contact-staff to assist users of your services.
We look forward to your response to this important issue.