Issue with Sorenson ntouch

I wanted to share something that I encountered with Sorenson video relay service. I have always liked using Sorenson services until now. I use Sorenson Ntouch on my laptop. Since Sorenson updated the software last month, I have not been able to make calls. When I call people They can’t see my camera and sometimes I can’t see their camera. It displays black screen.

I emailed to Sorenson for support. I waited few days to hear from them. They emailed me saying, “ We have the option to remotely connect to your computer and configure your router when you authorize it to fix black screen, camera issues, incoming calls, and flasher issues”.  They told me I need to go to online support service and they gave me a pass code. When I entered the pass code to connect to online technician , I waited about 30 minus and still there were no one connected to me. I had to leave for a class so I emailed sorenson again. After waiting couple of days, they emailed me back for another pass code to enter. I did and this time I waited an hour but no one come out to fix my Ntouch problem.

I think Sorenson need to be able to fix video relay service issues and have 24 hours assistants available like other communication service companies. It is not fair for us to wait days to get help. They should have people ready to fix video phone issues. What I noticed is that they don’t have 24 hours technical assistant.  I have always been Sorenson fan, but now I am losing my hope for sorenson. I am a busy student and I am not as super free as they think, answering my emails every few days and making me wait for a few hours for a live assistant. Now I am without a video phone  for almost a month. I  know that Sorenson was the first one who invented the video phone and it had invented Ntouch which is much easier for me as a college student. But I just wish they would be more helpful when we need technical assistant.