DHHCAN Seeks Resolution of HDTV Issues

Editor: The US is moving to digital TV (DTV), which includes the popular high definition TV (HDTV). Those of us who follow these things know that there have been a variety of problems for people with hearing loss. The Deaf & Hard of Hearing Consumer Advocacy Network (DHHCAN) is looking for resolution for these issues. Here's their press release.

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WASHINGTON DC July 10, 2007 - The Deaf & Hard of Hearing Consumer Advocacy Network (DHHCAN) has sent a letter to each of the four major consumer electronic retailers in America regarding negative experiences of deaf and hard of hearing consumers in purchasing high definition television sets (HDTVs).

The letters were sent to Bradbury Anderson, CEO, Best Buy Co., Inc., Philip Schoonover, Chairman, President, & CEO, Circuit City, Inc., H. Lee Scott, President, & CEO, Wal-Mart Stores, Inc., and Aylwin B. Lewis, President, & CEO, Sears Holdings Corporation. DHHCAN reported to these individuals that consumers who are deaf and hard of hearing are experiencing major frustrations as they try to buy an HDTV.

These frustrations highlight the importance of the closed captioning feature mandated by the Federal Communications Commission in July 2002 for all digital television receivers. Captioning is a key tool to information and enjoyment of televised programs for the 31 million Americans with hearing loss.

Examples of common experiences taking place at local stores around the country are:

* When shopping for an HDTV, salespeople frequently deny customers who are deaf or hard of hearing the opportunity to test the closed captioning features to determine if the sets will meet their needs. This is often because their HDTVs on display use a master DVD which is not captioned.
* When queried about the captioning features on an HDTV, salespeople frequently do not have the technical knowledge or expertise to access the captions, even when there are effective alternatives to the in-house DVD system, such as antenna, cable or satellite systems.
* Customers are often denied the opportunity to compare the appearance and quality of captions on various models. This creates a situation where there is no choice but to gamble on buying an acceptable HDTV.
* After testing the HDTV at home and finding it unsatisfactory, customers may encounter a return policy that requires payment of a penalty or restocking fee.

The Federal Communications Commission (FCC), Federal Trade Commission (FTC), and Consumer Electronics Association (CEA) were sent copies of the letter.

"Buying a TV is a major purchase that an individual makes a few times in his or her lifetime. It is an American right that we make a purchasing decision after undergoing an accessible, thorough review process to arrive at the best make/model that fits our own individual preferences and needs," said DHHCAN Chair Claude Stout.

The DHHCAN coalition has proposed several solutions for the four retailers to correct these deficiencies and provide a pleasant shopping experience for deaf and hard of hearing customers. These include permitting customers who are deaf and hard of hearing to test the closed captioning features on any make and model of HDTV available in their individual stores, and to have salespeople fully trained in demonstrating the captioning features.

Jerald Jordan, the Secretary-Treasurer of DHHCAN, noted that he had recently bought an HDTV and encountered these problems. "Given the cost involved," he said, "a customer should not have to gamble that closed captions will be satisfactory."

The letters from DHHCAN invited the CEOs of Best Buy, Circuit City, Wal-Mart, and Sears to meet with them on September 5, 2007 and present their action plans to address these issues. The coalition encourages consumers to follow up with their local consumer electronics retailer and share their experiences with DHHCAN.

About Deaf and Hard of Hearing Consumer Advocacy Network (DHHCAN): DHHCAN, established in 1993, consists of sixteen national consumer and professional organizations* that represent the interests of deaf, hard of hearing, and deaf-blind citizens in public policy and legislative issues relating to rights, quality of life, equal access, and self-representation.