I took a half day from work this morning, only to have another installer from Installs, Inc. call this afternoon once again claiming that "Voom never sent him the upgraded antenna I was scheduled to have installed". This is now the sixth (count 'em six) time in the last three months that this has happened to me, and because of it I am still sitting here with no network channels (ABC, NBC, CBS, Fox, etc). Each time, I called 1-800-Get-Voom, trying to be as polite and patient as possible, and each time the CSR on the other end apologized repeatedly, put me on hold to call Installs, Inc and "get this straightened out for good", and then scheduled me for another installation appointment about a week later. Finally today I told the Rep (Beth) on the other end of the phone line that I had now wasted and missed the equivalent of 3 full work days of pay, was getting fed up, and wasn't happy with just hearing that they would just have to reschedule me. She put me on hold to call Installs, Inc again... this time she came back with a different answer. Installs Inc had now "changed their position on my matter" and had told her that if I wanted to get my local network channels I would have to purchase the $600 antenna they were originally going to install for free "out of my own wallet". After putting me on hold for another 3 minutes, she told me the guy on the other line at Installs, Inc was "sure that this would work for my location", but that Installs, Inc would not cover the cost because they could not "justify the expense". After telling the Rep that this was completely unacceptable since, not only had I already had six botched installation appointments, been told that Voom was sending the installer the antenna (I was even told the brand, model number, and that it would take them a week to ship it out), been asked for my permission to have two large poles installed in my backyard, and been told every time that Voom was covering the cost, but I had also been told I would receive a "retroactive refund for one month's service" because of all my inconveniences (along with the fact that my original installer had not aligned the dish correctly and that my first IRD was defective and it took them over a month to replace it) and never received it. She left me with those fateful last words "I'll have to send this to our escalation department for review" and, as expected, I never heard back from anybody.
I have been a very vocal supporter of Voom, both online and around town. I have tried to stand behind the company through all of the problems outlined above along with others I have not mentioned. I dealt patiently with lack of Olympic coverage, local sporting events, and other network programming I have endured because of this OTA antenna fiasco. I passed up better rates offered by my local cable company (who now offers more cable channels along with 21 HD channels including my local networks, the pay channels, and HDNet). And I have tried to work along with the CSR's and Voom's billing department with the one month's service credit I was promised and never received. All because I believed in Voom's vision. But I am now at my breaking point. It is embarrassing, after bragging about and promoting Voom to my friends and family, that I now have to drive to a friend's house to watch my home-team's ballgame or my local nightly news. I refuse to pay $600 for an antenna I was promised for free six times before and was always left disappointed about. I refuse to let my wasted time be worthless by allowing the month's credit I was promised to fall through the cracks in Voom's infamous escalation department. I refuse to be told by CRS's that "they don't blame me for cancelling, they deal with tons of them every day for the same reasons". The Voom I believed in is better than that. I've gone ahead and scheduled an appointment with my local cable company (SECTV) for an install of their extended cable, HD package, and every available pay movie channel on the 25th, if this isn't taken care of by then, I will unfortunately be joining the ranks of other past Voom subscribers adding to that high churn rate we hear so much about. This is my final cry for help. Wilt, or anyone else who may be able to help, are you listening?
I have been a very vocal supporter of Voom, both online and around town. I have tried to stand behind the company through all of the problems outlined above along with others I have not mentioned. I dealt patiently with lack of Olympic coverage, local sporting events, and other network programming I have endured because of this OTA antenna fiasco. I passed up better rates offered by my local cable company (who now offers more cable channels along with 21 HD channels including my local networks, the pay channels, and HDNet). And I have tried to work along with the CSR's and Voom's billing department with the one month's service credit I was promised and never received. All because I believed in Voom's vision. But I am now at my breaking point. It is embarrassing, after bragging about and promoting Voom to my friends and family, that I now have to drive to a friend's house to watch my home-team's ballgame or my local nightly news. I refuse to pay $600 for an antenna I was promised for free six times before and was always left disappointed about. I refuse to let my wasted time be worthless by allowing the month's credit I was promised to fall through the cracks in Voom's infamous escalation department. I refuse to be told by CRS's that "they don't blame me for cancelling, they deal with tons of them every day for the same reasons". The Voom I believed in is better than that. I've gone ahead and scheduled an appointment with my local cable company (SECTV) for an install of their extended cable, HD package, and every available pay movie channel on the 25th, if this isn't taken care of by then, I will unfortunately be joining the ranks of other past Voom subscribers adding to that high churn rate we hear so much about. This is my final cry for help. Wilt, or anyone else who may be able to help, are you listening?
