I found it wacko to see the word appearing on my Ojo. HOVRS knew I am deaf. Why showing that word? Why not "Incoming Call from VI" This will easy tell me I am receiving a call. You have a better idea? Did HOVRS test it before going out to use it? HOVRS have deaf employee there and they should have be involved to check it out and give feedback and inputs for improvements or modifications. I guess it did not. I decide to report this problem to Dan Luis of GOAmerica and Ed Routhier, President of HOVRS. I have not yet received Dan Luis's email or comment but I did receive from Ed. See Below.
from Ed Routhier
to jncutt@gmail.com
cc ahmetkc@comcast.net,
dluis@goamerica.com
date Mon, Jun 2, 2008 at 11:04 AM
subject FW: HOVRS Incoming Calls
Reply
James,
I’ve asked our head of Technology to look into this personally. Thank you for reaching out to me, we are working hard to upgrade our services and appreciate our loyal user’s patience. The future of VRS is going to a whole new level thanks to
My hats off to Ed for his responding my email, but ED, it’s June 22, 2008 and still your 'hard work engineers" have not resolved this problem to date. What seem to be taking that long? Engineers are paid well to know of a problem within their sight. If this problem lags long, I may have to file FCC complaint next month. It will give me 45 days grace period to file a complaint. However, I felt I am not getting the service I expect out from HOVRS.
Due to this struggling problem, I have informed my hearing patrons to use SNAPVRS number to reach me. I like it as far as today because I found it "kewl" to see a VI leaving me a video message via my Ojo. Other VRS Providers do not do offer this feature. This is something I consider it a very "easily" to read messages. SNAPVRS's own for hearing callers to reach me is "headaches" for hearing patrons because of the 20 numbers they have to remember. Take for example, a General Contractor walking around the construction site and decided to call me and wanted to discuss an issue at stake on one of the area of construction problem. He has SNAPVRS number stored but does not have my phone number which he has to walk back to the trailer and give to the VI. He leaves his trailer and walked back to the same spot and discusses with me the construction issue. That is definitely a "headache". Bottom line is I do get messages back. Another thing to remember is that SnapVRS does not as I learned have video messages being left on your email. Guess you cannot win it all from all VRS Provider. Hopefully this new number system discussed at the FCC meetings for all VRS Providers to provide before December 2008 arrives soon. This should help.
I have asked a source of mine to call in HOVRS Customer Care to report or if they knew of a problem. Like I always expected, there is always the blame game. VRS Provider Customer Care / Technicians love to point the blame on other videophone devices instead of their own. It is not about competition, it is about a problem. Customer Care / Technicians ought to "listen" to the problem first instead of flatly out pointing its Ojo's problem, Its Viable's problem, etc. This has to stop!
Hopefully, HOVRS will do their best to resolve this problem and I do test it everyday. Sadly, it still has not been resolved.
I just want to share with you of problems facing today! HOVRS is a very good company with very good loyal video interpreters. I still do use their service but not after May 29, 2008 due to this new problem. I use SNAPVRS as well and balance it both.
Thank you!
20 comments:
Try Sorenson's new feature called DirectVP. The easiest way for hearing people to call you by dialing your own DirectVP number. You will never experience any technical problems. :)
Anonymous - Thanks but no thanks! I do not use SorensonVRS any longer.
Try CSDVRS!!!
They offer a TEN DIGIT 800#. Only TEN DIGITS.
Also, our myvp.tv program works on ALL Videophones..including D-Link, VP-100, VP-200, and Ojo.
It will work on the VPAD in the future once the final version is released (it is in Beta now). Probably the MVP as well later on.
www.csdvrs.com
Great great company! 1st in the VRS industry!!! Started by deaf people!
With csdvrs, it's ALL ABOUT YOU THE CUSTOMER!!!!
:-)
Anon at 2:58p.
CSDVRS is not 1st in VRS industry. I am sorry to tell you, they are in 3rd. SorensonVRS (yikes) is first. HOVRS comes second. Don't ask me what source I get from!
10 digit 800#? I want LOCAL number only.
Sorry to mention, CSDVRS owned by hearing VC.
Anonymous (try CSDVRS) -- Thank you! I was tempting at first when the 800 came through, but I have reliable sources that we all test each others. Two of my reliable sources have stated CSDVRS 800 number has been giving problem from time to time. Has CSDVRS tested the Ojo device alone from a hearing caller? Try that and get back to me on it.
CSDVRS was the 1st in the VRS industry no joke. CSDVRS used to be "Hanwave" waaayyy back in 1996. They started testing VRS in Texas with ISDN lines...then after a few trails...CSDVRS set up in South Dakota.
Currently, CSDVRS is owned by hearing VC's, but a large percentage is still owned by CSD. CSD wanted to focus on advocacy services and change CSDVRS from a non-profit organization to a for profit organization to compete with Sorenson and HOVRS.
As for the Ojo, it works perfectly if the set up is done correctly. Sign up on csdvrs.com and a rep will come to your home. The reason our myvp.tv set up works perfectly with hearing callers is because we use a program in your PC/Mac that regulates the IP number when it changes to ensure that the IP # keeps matching with your 800# so that you never miss a call.
Also, CSDVRS offers VP Alert meaning they page you 30 seconds before a earing caller rings your VP so that you would be able to answer your calls even if you were, say in the kitchen cooking away from your VP.
I forgot...
As for a "local number only"...the only way you can get that is with IP-Relay.
Every VRS company offers a 800#, but the only ones with 10 digits as far as I know are CSDVRS and Sorenson. However, remember that Sorenson's 800 # is not transferable to another type of VP (i.e. you throw out your vp-200 for a new vp in the future....Sorenson's number won't work).
As for HOVRS, they do have the best programs for Macs though...and the MVP seems sweet.
Actually CSD was broke and had to sell CSDVRS. Thats why.
New local number will be coming out for all VRS providers due to FCC's ruling. It has to implement by December 31, 2008!
CSDVRS and SorensonVRS' numbers are useless.
Source about local numbers?
I think local numbers are BAD...because people will have to PAY to call deaf people.
Also, with many many new area codes these days, everyone dials a 10 digit number as often as they dial a 7 digit number.
This is for the comment of the Anonymous at 4:46pm.
With local numbers being issued (I support that as well), there for a fact should not be any cost involved. It is like what you are doing today. Your hearing patrons can call you as well without a charge involved. This is the same method. FCC has rules or may insert rules of this number systems. This is not coming from a live line. Thanks!
Hearing people *already* have to PAY to call people long distance. That's functional equivalency. Why expect it to be free?
Besides, you could decide what locality you want your number to be from.
Include the fact that hearing people have cell phones and VOIP providers (like Vonage) that have free long distance and it doesn't matter so much.
Well, first of all, if you understand how business team and communication work, then I suggest you not to expect any response from Dan Luis because he would basically answer the same thing as what Ed had referred your concern in email. Do you notice how Ed acknowledge Dan about your email by CC-ing it to him. I've been involved with years of business,espeically communicating with administrative people. When I send email to more than 2 parties and a person who responds with CC/"Reply to all" then I should not expect everyone's response. I do not want to receive multiple emails with same information. No need. As I read Ed's email, he clearly answers your question, didn't he?
I know HOVRS is best, their quality of relay interpreting service is TOP! I always feel involved while doing teleconference! Amazing Amazing..... Just hang in there, I think they are on the way to possibly best technology!
Hey Anon at 5:10pm
JNCutt ain't dummy like you. No offense. He knows the business because he runs his own business too.
You sez "HOVRS is best", I agree with you but they couldn't solve the problem jncutt has addressed on this blog. Care to elaborate this!
Thank you,
HOVRS user!
Anonymous (5:10) Thank you for your comments, however, I do not need a "LECTURE" from you to understand what the CC-ing is defined as or how business team and communication works. From my experience as I am sure most of the business I am involved in may probably expect some respond from the CC-ing because email are not perfect to ROUTE through to the CC-ing people.
I direct this to Ed (CC-ing to Dan Luis as well) because the problem was coming from HOVRS. I know most business that runs the "SHIP" do not respond back only to let their Secretary take care of it. That is understandable, but I applauded Ed for his reply. I addressed him more to give me a reason for this VOICE ONLY and did not address it. People asked me if I ever heard from Dan Luis from his response. That is why you see it is on my blog. When filing for FCC complaint, I have to follow their procedure in receiving reply from the people that I addressed to.
The purpose of this blog I am addressing is about my incoming call? I have an Ojo here alone and bottom line I am not able to get calls from my business patrons. Think about that, not just the CC-ing issue. I am getting frustrated hearing patrons of this problem. They have decided to "GIVE UP" to calling me and I am losing business. Thanks to this problem that HOVRS failed to resolve. If you read ED letter once again and as what he stated "....we will QUICKLY resolve them". It 27 days so far and their Engineers has not yet QUICKLY resolved it. Their Engineer should have tested all VP equipments before being released out to public of their new platform. When being released out to public and a problem occurs, then I have every right to report a problem. That is my issue here. I am not speaking on behalf of myself but the rest of the other frustrated deaf/hh customers with this similar problems.
In conclusion, this again is not about the CC-ing, so I do not need a lesson from you about that. But since you mentioned Communication. Where is the COMMUNICATION from them? It been QUIET so far.
I am jetting out this early morning, but thank you for your reply to my blog.
A good Day!
HOVRS user, Just a HOVRS user? Seems like you might have no work experience mainly using business correspondences? Other professional workers who read your comment would have said the same thing I did. So who's dummy here?Oh no no no offense intended here. From James's profile, I read that he as a sole person runs his own business. Good for him! TWO THUMBS UP! But I'd like to say one more thing here. If he ever employs for another corporate which require him to communicate with a team of many co-workers, then he would grasp the concepts of communication system. Like he said, this is not about CC-ing and wants no lecture from me. Sure, I just want to set my records straight. Truthfully, I ask you not to consider this as a lecture but as an opportunity to learn based on my experiences from multi-tasking and using various communication methods. Can't Deaf help Deaf? Help each others?
Last but not least, if I were in your shoes, I would send Ed and Dan another email and demand for time frame on when technical problem's gonna be over. If not anytime soon, then ask for their suggestion on alternatives to use? Your best bet is to put Ojo aside (temporary) and use VP-200 for now? It's critical that you stay in touch with your customers...
You are welcome for allowing me to reply and read your blog! Thank you also.. Have a good day!
Curious, what type of business do you own?
Theresa
Frequent VP user/State Contract Administrator
(Anonymous - Theresa) I am in Rochester, NY for several reasons. Reunion, Business and Friends!.
To top off your comment to HOVRS user, I am in the architectural industry. I design all phases of commerical, residental homes, etc. That is why communication is a MUST on my end to keep of the relations among my business patrons. Time is crucial in this field of Architect world.
Ed and Luis are top gun running their business, I do not need to "food feed" them to remind when a time frame will be imposed to have this problem over. Bottom line here is they know they need to get it fixed as quickly as possible before some customers start to file complaint to FCC. They are abiding to FCC rules, therefore they need to keep the "ship" running smoothly. They should have tested all devices including Ojo, Viable Vision webcam, etc. before releasing it out to use for business. They cannot just only test the old h323 like Sorenson, or dlink only. If they choose not to keep us in the loop, then the deaf communities will know what kind of a business they are.
My blog has stated it clearly. This "VOICE ONLY" is an eye sore. That is what bothers me.
Theresa, by all means, I thank you personally to be part of this commentor as it is good for all the nations (perhaps the world) to see comments on my blog that this are of valuable inputs we can assist one other.
I will be back in Texas July 1 as usual will keep reading on to my blogs.
THanks!
Theresa, One more thing once again!
Sorenson VP device if off my list years back. No need for you to inform me to put Ojo aside and use Sorenson for temporary. Thanks! but no thanks! Ojo is top champ to use for as I am using now. It is alot easier. i do not know why other customers do not see that. It is their selection and happiness. It is their decision and I have no control here as it is not my postition to tell them what to use. I go for the BEST! If anything is BEST, I am there!
Like I stated before FCC rules speculate it clearly. Their service must compliance to all devices to satisfy customer's use.
Thanks for your trying recommendation!
Understood! You have a good reason for making that kind of decision as long as you have informed choices. It must be energy-consuming for you to wait patiently and try to get your business needs met. You seem to set a good example for others who wish establsih their self-employment/business ownership. THUMBS UP!
Theresa
Theresa - Thanks!
Afterall it was a good conversation!
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