I am so glad to know theres a disgruntled customer out there about how terrible Sorenson is with following up with tech assistance. A very frustrating experience! I just wish there was a competitor that I could earily switch to without cost.

Posted by nancy | February 15, 2007 11:39 PM

I have experienced the same thing only that No one can see me on my video, and Sorenson kept on telling me it was my linksy s problem and I kept on telling them it was just working for 6 months which they actually did the hook up the first time, and ever since I have been trying to get a hold of Tech Support to come in for over another 6 months to no Avail.. IT has became an nightmare with their Tech Support.. I agree I wish there were another competitor where I can just switch.. I am surprised Sorenson has not done anything to improve their tech support service as I am aware I am not the only one who has complained.. About Everyone I know with different glitches..

Posted by Christina | February 15, 2007 11:55 PM

No kidding. My new VP 200 developed multiple technical problems shortly after I got it, including the one Christina experienced, and it was like seven months before tech support finally helped me with this. It was the darn machine, not the TV, not the DSL, etc. For a first time customer, I got a bad impression of this company. Talking to other customers, I found out they had many problems with this company's tech support.

Posted by mishkazena | February 16, 2007 12:26 AM

I have the same experienced situation with Sorenson. Their features are cool but too much hassle. Blurr and blank the phone numbers. Sorenson's interpreters are not that great. I heard that they hired non certified interpreters as well. I wish there is another technology to do better that sorenson. We could communicate each other on the vp such as what hearing people use their telephones despitely of their difference companies who make phones.

Posted by Anonymous | February 16, 2007 12:27 AM

My vp-200 broke down the day after it was installed. I contacted Sorenson and they pointed the finger to my internet provider. Being in a graduate school program, I didn't have time to deal with this so I just ignored it. Finally out of blue they contacted me offering to set up an appointment so I took the offer. Fortunately the tech person who came over ultimately solved the problem by how? Giving me a replacement after about 4 visits but in a way I can't blame him - it's his job to troubleshoot the problem.

Posted by Barinthus | February 16, 2007 12:32 AM

I tend to switch VP box and see if the other is working. If it is working and then tell the tech support that you tested the other VP box and works great. Then the VP-200 does not work as it should. Sorensen should give you a new box and take the one with a problem for quality assurance testing. Sorensen cannot make money if their equipment does not work. They need you to be online to make money.

Or their Tech Support either does not understand the problem or the higher-ups wants to hold off for some time until they can get the equipment updated to remove problems.

Posted by DeafLinux | February 16, 2007 12:36 AM

I have not recieved the VP 200 to replace our VP 100 and I was told by a friend that there was only ONE installer/repairperson in our hometown (very big city). I was supposed to have an interview with the Sorenson person last year after emailing them my resume, the person said he/she wanted to interview with me but they never responsed my emails, answered or returned my calls. I'm NOT gonna waste my breath again to try. Another person here also went thru the same thing.

Posted by Lisa | February 16, 2007 12:50 AM

I have a 200 and yes, I have my story to tell, also. I am well past middle age and the stress and the hassle became almost too frustrating for me to bear. When they exchanged the 100 for the 200 there was no book, no phamplet, no nothing to try and help us through adjusting to a brand new device. When you went on the Internet to cry for help, the only advice available was for the 100, NOT the 200.

However, I am happy to say that Sorenson has hired new techs and lately I have been very pleased with the service. I am in Oregon.

I just don't understand what the big secret is. We have a very nice computer tech (hearing) right here in town that is ready, willing and able to help out us deafies here in the area, but there is some kind of a "block" and no one will help him learn. Bit by bit over the years, he has caught on tho, and has been very helpful.

We must all remember that these devices cost us nothing, except perhaps a new t.v. so pehaps we should settle down and wait awhile and give Sorenson a chance?

Posted by Lantana | February 16, 2007 12:59 AM

My situation is pretty similar with this #2 reply poster. ('Posted by Christina | February 15, 2007 11:55 PM') I"m glad I'm not only ones who is very frustrated.

I have requested COUNTLESS of times to have Sorenson tech guy to come to my residence to fix the connection which I was never able to connect my VP and the modem. They gave me the instructions by email and it was never successful. I requested again. They IGNORED. This has been over 6 months of struggle to get Sorenseon's cooperation in helping me as the customer.

Just pah, the tech guy happened to stop by my house, he was helping my roommate with his VP situation and he went ahead to help me with my VP problem. He found out the D-Link router modem is whacked and replaced new Sorenson router modem. Now its worked.

The only problem with VP-100 is the color display if I wear black t-shirt, it display about very light blue-grayish. o.O

People at Sorenson are not getting good with helping the customers now then...

Now I have to bug Sorenson countless of times to get my VP replaced due to color display error.

Maybe filing Better Business Bureau complaint will improve Sorenson's efficient way to communicate with customers and get the assistance promptly? ummm

Posted by David | February 16, 2007 7:33 AM

Yes, I noticed that Sorenson's customer service perform very poor like they don't often response back quickly like 1 month or late finally they responsed back. I suggested that they should hire more people to work in Customer Service. I don't know if Sorenson have enough budget to hire more for customer service.?? I know that they have wonderful interpreter but customer service performed very poor.
thanks
WEA

Posted by Billy | February 16, 2007 7:38 AM

Best way to put VP200 in dish washer and will resolve this.

Posted by David Roth | February 16, 2007 10:05 AM

Damn right! I shared my concerns on www.RidorLive.com about Sorenson and their consumer/tech services. I work with Deaf Services; all of my consumers have VP100/VP200. I assited in making appointments for them and installed by Sorenson Trainer. Consumers doesn't have phone nbr or e-mail. In other word, I'm assisting with them by communicating Sorenson myself. I clearly explained to Sorenson about problems..."need consumer to contact them directly". I have already explained to them that they don't have ph nbr/e-mail. I contacted Mike Zeledon (from Minnesota), I think so. Nothing...said. Please contact tech support...blah blah. Me fed up, consumers fed up...

Posted by Consumer | February 16, 2007 11:21 AM

Guess we all are not alone. My mother had a difficult time with their tech support. All they do is patronize the customers. My guess is they are not being trained properly.

The glitch my mother had is the view went blank... gray picture. All my mother do is email the tech support back and forth. The tech support kept coming up the excuses. Basically they could not own to the words "Tech Support". Just accept the fact and replace new one. They finally did after my brother had to communicate through the tech support by flickering on private screen as in 2 click means yes, one click means no.... to make it short, the tech finally concurs. It took my mother one and half week.

Posted by Bobby | February 16, 2007 12:20 PM

guess my 100-vp is not work , i am try figure out that why router isnt work . i just email to sorenson vrs support and let them know . i need replaced for router. later sorenson send email to me . for fill out information then send email to them . later i havent heard from them no respone. i just wonder how long they will respone to me on email . i hope hear from sorenson vrs support soon not get longer .

Posted by Lynne | February 16, 2007 1:37 PM

It's not a VP, but I've tried the VRS service from the i711 guys, and the picture quality is amazing. It's PC-only though. Great if you want to take VRS with you on a laptop. Not so great if you need to use it on a TV. www.i711.com.

Posted by Ed Thompson | February 16, 2007 4:56 PM

My business suffered tremendously when my VP stopped working for 2 weeks-- I was losing an average of $350 a day in business. I had rescheduled many of my appointments and had to dust my TTY so I could use it with one client. The technician never helped after numerous e-mails and the same effing instructions that don't work-- I had to struggle and eventually asked my tech friend to come over. Together we spent about 36 hours trying to get it fixed and I paid him $500 for his services. Hey... it's better than losing $350 in business a day for 6 months like some of these people here.

I can't wait for Ojo and SnapVRS to come out. I hope their plug and play device will be so much better than Sorenson's. My business can't afford to suffer again-- if I have another problem with my VP-100, I'm not wasting my time with the Sorenson technician and will pay whatever I have to for my friend to come and fix it.

Posted by Tim | February 17, 2007 3:14 AM

Guys,

You could have gotten 2nd videophone from ebay.com or order one directly from D-Link (DVC-1000 model) as your backup in case your primarily videophone is down for any reason.

Just my 2 cents.

gwlj

Posted by Anonymous | February 17, 2007 9:53 PM

I agree we need two VP for a back up.. u can buy one d-link vp yourself online. Im lukcy i have CSD d-link im keeping it for back up

Posted by Chris | February 19, 2007 10:16 PM

I would like to get VP200 instruction how to solving troubleshooting and tired of contacting sorensonvrs tech support the only I need to get instruction how it works.www.sorensonvrs.com has not revise for VP200 troubleshooting only VP100 why that????

Posted by Ronald Decker | March 21, 2007 8:50 PM

i have a problem with black screen. They can see me on the screen. but, I can't see their screen. its just black blank.

Posted by KATHLEEN REILLY | November 25, 2007 7:12 PM

Sorenson service is very poor because most of them who installer do not have any talented with high technical. Thier brain's wire are very rusty . I think I need to feed more oil on thier brain's wire . I am planning to knock sorenson vp out as soon when I get ojo or snapvrs..I have been struggled with sorenson vp for two years less . I have been work with computer for 12 years . Have enjoy with your experience on many things.

Posted by Joan Franklin | December 14, 2007 8:44 AM

I was filled with application for a job, but i have not received a reply from you yet. may i reapply for it.

Posted by Sirak Mekonnen | February 19, 2008 12:59 PM

I have a problem with black screen. They can see me on the screen. but, I can't see their screen. its just black blank.

Posted by tom neville | April 12, 2008 2:09 PM

where vp help me how

Posted by scott | April 30, 2008 2:13 AM

my name is scott hollis am deaf full
um do you know where sorensowvrs for vp?

Posted by scott | April 30, 2008 2:15 AM

I DID E MAILED TO THE SORENSON VRS ABOUT THE REPLACEMENT REMOTE BUT I AM WAITING FOR IT TOO LONG TIME. I AM SO VERY NOT HAPPY WITH SORENSON IS SO VERY SLOWLY.

Posted by COLLEEN O'CONNOR | October 15, 2008 3:39 PM