When “Customer Service” Isn’t Accessible

My Experience With Voice‑Only Systems, Amazon, and the Hidden World of Accessibility Phone Lines

Calling customer service used to be fairly simple. You pressed 1 for this, 2 for that. It wasn’t perfect, but it worked — especially for people like me who rely on predictable keypad menus because speech isn’t always easy. Over the past few years, though, something has changed. More and more companies are switching to voice‑only, AI‑driven phone systems, and for people with communication disabilities, that shift has quietly closed a door.

I live with aphasia, apraxia of speech, and dysarthria. Some days speaking is easier; some days it’s not. But even on my best days, automated voice systems struggle to understand me. And when they don’t understand, they don’t route me to a human — they just loop, or hang up, or ask me to repeat myself again and again.

My experience with Amazon’s automated system

Recently, I needed help with an Amazon order. I called the main number expecting keypad options. Instead, the system insisted I speak my issue. No keypad fallback. No way to bypass the voice prompts.

I tried. It didn’t understand me.

I stayed silent. It didn’t route me to a human.

Eventually, I had to get my husband to take the phone — and even he struggled to get the system to understand him. When he finally reached a person, that representative still couldn’t understand the issue we were trying to explain, but did the best he could and tried to solve the problem (I received a package with no item). but there was an issue we had to handle. I waited until the next day to contact them again.

This time, I decided to try the chat feature which would enable me to rest instead of talk. I tried to find Amazon’s chat feature on my own. I couldn’t. It was buried so deeply in the website that I only found it with help. (Ironically the help was from AI.) And that’s the problem: accessibility shouldn’t require a scavenger hunt.

Even accessibility lines aren’t always accessible.

One of the most surprising things I’ve learned is that even when you finally reach an “accessibility” line, the experience isn’t always accessible. I once called a disability support number and reached a representative who was working from home with a dog barking loudly in the background. She was kind and trying her best, but she struggled to understand me, and I struggled to understand her. Background noise makes communication harder for anyone — but especially for someone with a speech or language disorder.

That call reminded me of something I wrote in another blog: accessibility isn’t just about having a special phone number. It’s about the quality of communication once someone answers. One small barrier — a barking dog, a rushed tone, a misunderstanding — can turn a simple task into something overwhelming.

Why voice‑only systems are a barrier

Voice‑only menus assume:

• everyone can speak clearly

• everyone can be understood by speech recognition

• everyone can repeat themselves without fatigue or frustration

For people with aphasia, apraxia, dysarthria, stuttering, or other communication disabilities, these assumptions create real barriers. And when companies remove keypad options, they remove autonomy.

Accessibility isn’t just ramps and captions. It’s also the ability to reach a human being when you need help.

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A Practical Guide to Using Accessibility Phone Lines

What happens when you dial 711

Dialing 711 connects you to Telecommunications Relay Service (TRS) — a free, nationwide service required by the ADA. A trained Communications Assistant (CA) joins the call and relays between you and the business.

What to expect:

1. You dial 711.

2. A CA answers and asks for the number you want to call.

3. You type or speak your side of the conversation.

4. The CA voices or types exactly what you say — word for word.

5. The CA relays the other person’s response back to you.

You can ask the CA to slow down, repeat, or announce the call in a specific way.

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How to Turn On and Use RTT on an iPhone

RTT (Real‑Time Text) lets you type during a phone call, and the other person sees the text instantly. It’s built into every modern iPhone — no special equipment needed.

How to turn on RTT

1. Open Settings

2. Tap Accessibility

3. Tap RTT/TTY

4. Turn on Software RTT

5. Turn on Relay Number (usually 711)

6. Turn on Send Immediately (so your text appears as you type)

You can also enable TTY if you prefer, but RTT is faster and works better on smartphones.

How to make an RTT call

1. Open the Phone app

2. Tap the number you want to call

3. Tap the RTT button that appears on the screen

4. A text window opens — type your message

5. The other person hears a tone and sees your text in real time

You can switch between typing and speaking at any time.

Why RTT helps

• You don’t have to rely on speech

• You can type even if the other person is talking

• You can use it with 711 relay

• You can use it with any customer‑service number

• You can use it when you’re tired, overwhelmed, or having a harder speech day

RTT gives you control in situations where voice systems take it away.

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Can you switch to chat or text once connected?

Often, yes. Many accessibility agents can:

• send you a direct chat link

• switch the conversation to secure messaging

• email you instructions or support

This is especially helpful when speech becomes tiring or when typing is easier.

Where we go from here

The ADA was a huge step forward. But 35 years later, there’s still work to do — especially for people with invisible disabilities and communication disorders. We need:

• better training for customer‑service staff

• keypad options restored

• accessibility numbers made visible

• systems that don’t assume everyone can speak clearly

• communication that works for everyone

Communication is a basic human right. And accessibility shouldn’t be something you have to fight for, dig for, or practice for. It should simply be there.

What are your thoughts? Please tell us about any experiences you've had with Customer Service.

until next time....

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