They are doing their jobs. Sometimes the callers don’t realize the importance of each interpreters. Interpreters do the best signing or voicing. Sometimes it is the customer, who is or ISN’T aware of the interpreters’s jobs. Each customer has a different screen or keyboard or “whatever works”. I like to explain to the operator, but I realize their jobs are different & don’t need to hear my “duh” explanations. Operators are awesome, helpful, do their best in communications, explaining, etc. It pays to be very patient & helpful & learning about us callers with small or big mouths. Quack quack. Love to the OPERATORS. M.

This app isn’t designed for everyday use. The company investing in vp devices more than mobile applications. Poor design and app are only vertical. It would be nice to have a horizontal design, after I hang up I’ll have to turn the phone vertically to type the number then turn it horizontally again. Also, the hang-up red button didn’t disappear after I type the number and click call. I have to touch my phone again to make it disappear. My self-view is too big. (iPhone 12 pro max) I have to hide my self-view and click on the screen to make buttons disappear before I can start my call. It's a hassle when someone calls me I have to do two more steps before I can start my call. It becomes annoying when you use the mobile app as the primary use. My call keeps disconnecting when I use wifi or cellular. For no reason. It said searching for the internet. It happened 5 times during I was on the phone with a doctor! 😤 It happened on my iPad Pro and iPhone 12 Pro Max. So frustrating! PLUS!! Please fix myphone!! Its chaos! Sometimes I can’t accept calls on my iPad. as I accepted the call on iPad. It’ll say connecting while my phone keeps ringing. I end up having to use my phone and am not able to answer on my iPad.

This app is completely inaccessible for Deaf people. Every time I need to make a call, I’m forced to wait endlessly, only for the call to disconnect before even reaching an interpreter, despite being in a strong service area. When that happens, I try calling again, only to face the same issue multiple times before finally giving up. On rare, lucky days, I actually manage to get an interpreter, but that shouldn’t be based on luck.Even when I do connect to an interpreter, I’ve had interpreters correct my signing. Wait a minute, I am Deaf. If you understand what I’m saying, do not correct me. That is unprofessional and unnecessary.Equal access is a right, not a privilege. Sorenson is failing to provide the reliable service that Deaf users are entitled to under the ADA.Beyond the app’s failures, the customer service experience is just as disappointing. Representatives harass and pressure users to commit to a single number, disregarding personal preferences. They start conversations without even checking if I’m available, continuing to push until they realize I’m not interested. There is no professionalism, no respect.Because of these repeated issues, I am in the process of leaving Sorenson. If you are looking for a reliable VRS provider, I strongly suggest looking elsewhere.

The service is generally great! But I do have a couple of issues that could potentially be a major problem during an emergency. I have the app on both my iPad and my iPhone. I’ve noticed that sometimes I’m logged out of Sorenson. Yesterday, trying to log back in on my iPad, I ran into persistent “server down” messages. Thinking it might be my iPad, I went to my iPhone, and tried there. Same problem. So I waited a bit, and then was able to successfully log in on my iPhone. So I went to my iPad to log in there. But I noticed that my iPhone then automatically logged me out. After a few attempts to log in on both, I realized I could only be logged in on one at a time. This is NOT safe for us in an emergency situation. If I need to quickly call 911, for example, I might not remember which mobile device I’m logged in on (or I might not have access to that device at the moment) and then I have to wait to log in, etc. which is potentially dangerous in an emergency. Please consider fixing this.