Which is in and of itself ridiculous since we're talking about something that is integrated into OS X. It basically confirms what I've been saying for years and years. With all of its efforts to make their platform accessible Apple still has no dedicated technical support department for accessibility.
As nice and polite as most Applecare reps are your average call to them goes something like this:
• You call Applecare and then wait on hold. Nothing unusual.
• An Applecare rep answers the phone and you then have to spend 5-10 minutes explaining that you're blind and that you use this thing called VoiceOver. Once they understand what you are on about you are transferred to the technician.
• You go through the same hoops explaining what VoiceOver is to the technician. If by some miracle they already know what VoiceOver is then chances of them actually knowing anything about it or being able to help you are slim.
• Your request is nonetheless processed and then forwarded to the engineers for review.
• If the engineers actually have any answers for you you get a call within a week (sometimes a few weeks).
• If we're talking about bug fixes then nobody ever calls you back with anything. You're just left to wonder if the problems you submitted will ever be addressed or not.
• If time goes by and you don't get any calls nor see any bug fixes for months and months you have to call back and repeat all of the above steps all over again. From personal experience everything you throw at Apple eventually gets done. You just have to stay on top of it. Keep emailing accessibility@apple, submitting the feedback forms and calling Applecare. You get the results but its such a tedious process. It really doesn't have to be this way.
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