‘VPASS’: Convenient or Complicated?

‘The ritual of setting up visits so far has been a nightmare’
My friend just got into San Quentin, and the ritual of setting up visits so far has been a nightmare. I got the VPASS immediately, but then to make appointments could be deemed nearly impossible. He is in non-contact status, which appears to be a separate system from the online system in VPASS but there is no info given there either as to what to do.
Finally after being cleared for two months by VPASS, I came across the number to call, (415) 455-5022, and made my first appointment … When trying to make another one for the next week, I called early Sunday and was put on hold for just over an hour when I gave up. Every minute I got the message “All officers are busy taking calls for visiting. Please stay on the line …”
I finally called the general number again (415) 454-1460 and was told that they were having a problem with that line again, and that after 11 a.m. the line was closed and there was no way to make one for next week.
Really now, we have to be able to do better than that. You say out of one side of the mouth that visiting is important to inmates, but then –
Duke Holtz, commented on the San Quentin News Feedback page.