[VOOM] Channel Map Issue

[Glenn M. Curtis]

Hello and Help.

I was installed on 7-12-04, when the installer hooked up the box it
was programmed for Sacramento Off Airs. I live near Tahoe and Reno
is 30 miles away. I do not get any Sacramento stations because of
the Sierra Nevada Mountain Range is in the way between me and
Sacramento. The installer told me that he would make sure that my
Off Air Channel map would be taken care of in 7 days. When I called
yesterday, Voom had no Idea what I was talking about. The problem
was escalated yesterday at 11:30 and I was told to wait up to 24
hours for a escalation tech to contact me. Now 25 hours later I
called voom again, and was informed that it may be another 7 days.
Is there anything I can do? Please Help?




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[Lindsey Mertz]

We're having exactly the same problem - and its been going on for 6 weeks now, and we still haven't had the channels remapped. Yesterday it was apparently escalated to a managerial level and we were told someone would call us back, but they haven't yet.

We've called about 10 times now and been told each time it would be fixed in a couple of days - I'd rather be honestly told in the first place if its going to take a few weeks so we know where things stand instead of having to call back every week to find out what's going on.

Lindsey

----- Original Message -----
From: Glenn M. Curtis
To: VOOM@yahoogroups.com
Sent: Tuesday, July 20, 2004 12:47 PM
Subject: [VOOM] Channel Map Issue


Hello and Help.

I was installed on 7-12-04, when the installer hooked up the box it
was programmed for Sacramento Off Airs. I live near Tahoe and Reno
is 30 miles away. I do not get any Sacramento stations because of
the Sierra Nevada Mountain Range is in the way between me and
Sacramento. The installer told me that he would make sure that my
Off Air Channel map would be taken care of in 7 days. When I called
yesterday, Voom had no Idea what I was talking about. The problem
was escalated yesterday at 11:30 and I was told to wait up to 24
hours for a escalation tech to contact me. Now 25 hours later I
called voom again, and was informed that it may be another 7 days.
Is there anything I can do? Please Help?



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[Steve Bartosch]

[VOOM] Re: Channel Map Issue

As a Voom Retailer and Installer in the L.A. area, I can say that
Voom is clueless about this kind of thing.
I had seen mapping issues like this in this group. So when I had a
customer in Laguna Beach that was on the wrong side of the hill for
L.A. but was getting decent reception from San Diego with a Channel
Master 4308, I called Voom support to verify that this address would
be mapped for San Diego. I told her that I had read the horror
stories on this group and she still assured me that this address
would be mapped for San Diego.
So, the customer accepted these terms and I sold the system. What
should have been of no surprise to me, the unit ended up being
mapped for L.A.!
After calling Voom and getting a bumbling response about they need
to look at antennaweb.org, or maybe I need a bigger antenna, I got
forwarded to a guy at Installs Inc.
He seemed to have the issue under control. He was aware that I have
an older version receiver that does not allow installer/user to
change the mapped zone and so he would just need to fax the company
that does the channel mapping to have this box changed to San Diego.
Well, it has been 6 days and I was called back by the customer to
get this issue fixed or yank the unit.
I spoke with a few flunky reps at Voom that even after hearing the
entire story, they wanted to go look at antennaweb and then they
wanted to get me to someone that could help get a bigger antenna. I
even got forwarded to an even dopier supervisor (Tamara) that ended
up saying the same thing before forwarding me onward to someone else
that basically said I needed to call Installs Inc. again.
When I did so, I was told that the fax would be sent again
immediately.

I can easily see how Voom is going to have a lot of CHURN with end
users that can't get simple issues resolved by the low level of
retail support that is offered. Even when getting in touch with the
one guy at Installs Inc. that seems to know ANYTHING, he has been
unsuccessful in actually fixing the problem.
The way it is going, Voom will also see some CHURN in their dealer
base.

If ythe local channels are important to you and you live in an area
where mapping issues MAY be an issue, I suggest you DO NOT BUY
unless you get a guaranty that your unit ID will be reflective of
the newer receivers that allow customer ot change his own maps.
(Even then, I have not seen how easily this is done or if it can be
changed back and forth).
>From what I was told by Installs Inc. the first 8 digits of your UA#
needs to be greater than 000-03090.
response





--- In VOOM@yahoogroups.com, "Glenn M. Curtis" <GMCTruckee@h...>
wrote:
> Hello and Help.
>
> I was installed on 7-12-04, when the installer hooked up the box
it
> was programmed for Sacramento Off Airs. I live near Tahoe and Reno
> is 30 miles away. I do not get any Sacramento stations because of
> the Sierra Nevada Mountain Range is in the way between me and
> Sacramento. The installer told me that he would make sure that my
> Off Air Channel map would be taken care of in 7 days. When I
called
> yesterday, Voom had no Idea what I was talking about. The problem
> was escalated yesterday at 11:30 and I was told to wait up to 24
> hours for a escalation tech to contact me. Now 25 hours later I
> called voom again, and was informed that it may be another 7 days.
> Is there anything I can do? Please Help?



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[jnardone]

Hi:
If VOOM will not fix your mapping you should call the FCC. It is illegal for a set top box to not be able to receive all available signals. I filed a complaint and my mapping was fixed within a few days.
Joseph

 

[Robert Heitner]

Oh get a life you weasel!

_____

From: jnardone [mailto:jnardone.19utik@nobody.satelliteguys.us]
Sent: Friday, July 23, 2004 11:00 AM
To: VOOM@yahoogroups.com
Subject: Re: [VOOM] Channel Map Issue



Hi:
If VOOM will not fix your mapping you should call the FCC. It is
illegal for a set top box to not be able to receive all available
signals. I filed a complaint and my mapping was fixed within a few
days.
Joseph


--
jnardone


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[Aldo A. Falla]

Robert,
I couldn't have said it better myself!!!

-----Original Message-----
From: Robert Heitner [mailto:ddprobert@yahoo.com]
Sent: Friday, July 23, 2004 12:07 PM
To: VOOM@yahoogroups.com
Subject: RE: [VOOM] Channel Map Issue


Oh get a life you weasel!



----------------------------------------------------------------------------
--
From: jnardone [mailto:jnardone.19utik@nobody.satelliteguys.us]
Sent: Friday, July 23, 2004 11:00 AM
To: VOOM@yahoogroups.com
Subject: Re: [VOOM] Channel Map Issue



Hi:
If VOOM will not fix your mapping you should call the FCC. It is
illegal for a set top box to not be able to receive all available
signals. I filed a complaint and my mapping was fixed within a few
days.
Joseph


--
jnardone


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[Madtown HD Junkie]

Get a life?? They should fix it. I thought we were the customer???

Oh get a life you weasel!

_____

From: jnardone [mailto:jnardone.19utik@nobody.satelliteguys.us]
Sent: Friday, July 23, 2004 11:00 AM
To: VOOM@yahoogroups.com
Subject: Re: [VOOM] Channel Map Issue



Hi:
If VOOM will not fix your mapping you should call the FCC. It is
illegal for a set top box to not be able to receive all available
signals. I filed a complaint and my mapping was fixed within a few
days.
Joseph


--
jnardone


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[Sean Mota]

No need to get offensive. If it is a mapping issue, I am sure Wilt read this message and it will be taking care of. I do not think CSRs can change mapping issues on the fly. In order for any mapping to be corrected, the DB needs to be corrected for the individual zipcode (if I am not mistaken). This could take some time to do.

 

[Robert Heitner]

I was referring to him whineing like a baby to the FCC.

VOOM is working on every issue that has been reported and if anyone thinks
they're sitting on their rears ignoring people's problems, then they're
smoking something.

They should and WILL fix it.. but some things take time.

Robert < -- just a customer, and a happy one at that. -- >

_____

From: Madtown HD Junkie
[mailto:Madtown.HD.Junkie.19uvtw@nobody.satelliteguys.us]
Sent: Friday, July 23, 2004 11:47 AM
To: VOOM@yahoogroups.com
Subject: Re: [VOOM] Channel Map Issue



Get a life?? They should fix it. I thought we were the customer???


Robert Heitner Wrote:
> Oh get a life you weasel!
>
> _____
>
> From: jnardone [mailto:jnardone.19utik@nobody.satelliteguys.us]
> Sent: Friday, July 23, 2004 11:00 AM
> To: VOOM@yahoogroups.com
> Subject: Re: [VOOM] Channel Map Issue
>
>
>
> Hi:
> If VOOM will not fix your mapping you should call the FCC. It is
> illegal for a set top box to not be able to receive all available
> signals. I filed a complaint and my mapping was fixed within a few
> days.
> Joseph
>
>
> --
> jnardone
>
>
> Yahoo! Groups Sponsor
>
> ADVERTISEMENT
>
>
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> anion.yahoo.com> click here
>
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--
Madtown HD Junkie


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[Lindsey Mertz]

While I'm not running whineing the the FCC about our OTA Mapping issue it definitely feels like they're sitting on their rears ignoring our problem - we haven't had locals for somewhere like 6-8 weeks now (i've lost track of how long this has been going on), and still nothing has been done. At first we were calling and they had no record of our previous calls. We've been told a manager will call us back about it - almost one week later, no call..

How hard can it be to tell our box to look for a different set of channels? Surely its not something that should take this long.


----- Original Message -----
From: Robert Heitner
To: VOOM@yahoogroups.com
Sent: Friday, July 23, 2004 9:59 AM
Subject: RE: [VOOM] Channel Map Issue


I was referring to him whineing like a baby to the FCC.

VOOM is working on every issue that has been reported and if anyone thinks they're sitting on their rears ignoring people's problems, then they're smoking something.

They should and WILL fix it.. but some things take time.

Robert < -- just a customer, and a happy one at that. -- >



------------------------------------------------------------------------------
From: Madtown HD Junkie [mailto:Madtown.HD.Junkie.19uvtw@nobody.satelliteguys.us]
Sent: Friday, July 23, 2004 11:47 AM
To: VOOM@yahoogroups.com
Subject: Re: [VOOM] Channel Map Issue



Get a life?? They should fix it. I thought we were the customer???


Robert Heitner Wrote:
> Oh get a life you weasel!
>
> _____
>
> From: jnardone [mailto:jnardone.19utik@nobody.satelliteguys.us]
> Sent: Friday, July 23, 2004 11:00 AM
> To: VOOM@yahoogroups.com
> Subject: Re: [VOOM] Channel Map Issue
>
>
>
> Hi:
> If VOOM will not fix your mapping you should call the FCC. It is
> illegal for a set top box to not be able to receive all available
> signals. I filed a complaint and my mapping was fixed within a few
> days.
> Joseph
>
>
> --
> jnardone
>
>
> Yahoo! Groups Sponsor
>
> ADVERTISEMENT
>
> <http://us.ard.yahoo.com/SIG=129g3e7c3/M=295196.4901138.6071305.3001176/D=gr
> oups/S=1705036932:HM/EXP=1090684828/A=2128215/R=0/SIG=10se96mf6/*http://comp
> anion.yahoo.com> click here
>
> <http://tinyurl.com/5dnrs
> :HM/A=2128215/rand=979494817>
>
> _____
>
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>
>
> * To visit your group on the web, go to:
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>
>
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>
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--
Madtown HD Junkie


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[Scott Greczkowski]

With the new software/firmware due out soon which has scanning perhaps this
is not really a big problem from VOOM that needs to be fixed now.



I just wish the update would come out already. I am getting tired of going
to SatelliteGuys to read "A CSR said the new software is now going out!"
every day.



Scott
SatelliteGuys.US



_____

From: Lindsey Mertz [mailto:Lindsey@online-pharmacy-price-guide.com]
Sent: Friday, July 23, 2004 1:07 PM
To: VOOM@yahoogroups.com
Subject: Re: [VOOM] Channel Map Issue



While I'm not running whineing the the FCC about our OTA Mapping issue it
definitely feels like they're sitting on their rears ignoring our problem -
we haven't had locals for somewhere like 6-8 weeks now (i've lost track of
how long this has been going on), and still nothing has been done. At first
we were calling and they had no record of our previous calls. We've been
told a manager will call us back about it - almost one week later, no call.



How hard can it be to tell our box to look for a different set of channels?
Surely its not something that should take this long.





----- Original Message -----

From: Robert Heitner <mailto:ddprobert@yahoo.com>

To: VOOM@yahoogroups.com

Sent: Friday, July 23, 2004 9:59 AM

Subject: RE: [VOOM] Channel Map Issue



I was referring to him whineing like a baby to the FCC.



VOOM is working on every issue that has been reported and if anyone thinks
they're sitting on their rears ignoring people's problems, then they're
smoking something.



They should and WILL fix it.. but some things take time.



Robert < -- just a customer, and a happy one at that. -- >




_____


From: Madtown HD Junkie
[mailto:Madtown.HD.Junkie.19uvtw@nobody.satelliteguys.us]
Sent: Friday, July 23, 2004 11:47 AM
To: VOOM@yahoogroups.com
Subject: Re: [VOOM] Channel Map Issue


Get a life?? They should fix it. I thought we were the customer???


Robert Heitner Wrote:
> Oh get a life you weasel!
>
> _____
>
> From: jnardone [mailto:jnardone.19utik@nobody.satelliteguys.us]
> Sent: Friday, July 23, 2004 11:00 AM
> To: VOOM@yahoogroups.com
> Subject: Re: [VOOM] Channel Map Issue
>
>
>
> Hi:
> If VOOM will not fix your mapping you should call the FCC. It is
> illegal for a set top box to not be able to receive all available
> signals. I filed a complaint and my mapping was fixed within a few
> days.
> Joseph
>
>
> --
> jnardone
>
>
> Yahoo! Groups Sponsor
>
> ADVERTISEMENT
>
>
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> anion.yahoo.com> click here
>
> <http://tinyurl.com/5dnrs
> :HM/A=2128215/rand=979494817>
>
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>
> * To visit your group on the web, go to:
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>
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--
Madtown HD Junkie







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[jnardone]

I was referring to him whineing like a baby to the FCC.

VOOM is working on every issue that has been reported and if anyone thinks
they're sitting on their rears ignoring people's problems, then they're
smoking something.

They should and WILL fix it.. but some things take time.

Robert < -- just a customer, and a happy one at that. -- >

I am not sorry I sent a message to the FCC. It wasn't too hard to do and I got my mapping fixed almost immediately. I felt that I had been more than patient with VOOM. Fixing these individual mapping problems does not take time at all - just a little effort on the part of VOOM. I do not think that someone should have to wait more than 8 weeks for a simple correction.

Your taxes pay the FCC to regulate the public airwaves and there is a reason that private companies such as VOOM are prohibited from blocking public broadcasts to individual citizens. The fact that the channels I was missing (PBS) were also paid for by my taxes and donations made the situation even worse.