Pro Star Dropping the Ball
I must say that I am quite discouraged with Voom service.
I was scheduled for an install on 12/11 only to have a no show/no call. It was rainy and snowy in the morning so I was quite willing to accept that I might not get installed that day, but not receiving a cancellation/reschedule was poor. I contacted voom a little after 5:00 (the end of my window) who then called Installs and came back and told me the tech was just running late, when I asked her how late he was running she had to put me on hold again to call installs, only to get disconnected. I called Voom back after 10 minutes (I don't know what I was thinking hoping for a quick call back) and got another service rep who tried to call Installs. Installs had temporarily closed for the evening. Are you kidding me? The Voom tech escalated my order and gave me Installs Phone Number.
The following day (12/14) I called Installs and found out that Pro Star was definitely doing the install and I got their phone number. Someone from Pro Star called in the afternoon and asked about an installation that was supposed to occur that day. I told him that it was supposed to be yesterday. And we scheduled it for Monday (12/13) at 5:30.
Monday at 5:30, no call, no show. I waited until around 6:00 and called Pro Star. The tech was running late at another install and the customer service rep said she left a voice mail to call in to the office or call me. Around 8:30 I called back and told her we were going to re-schedule for Tuesday (12/14) at 5:30. I then called Voom customer service to let them know this was happening and to get a complaint on my record there. He told me to call them tomorrow if the guy didn't show up and he would give me some sort of credit.
Guess what happened Tuesday? I got a call at 3:40 from someone at Pro Star asking if "the tech had arrived" (notice the past tense). At 5:40 I called Pro Star and the rep told me he was supposed to be here now and she would call him and tell him to call me. At 6:05 I called Voom back and she took it down and told me to call installs. I call installs and he tried to call the tech only to get no answer. I am quite frustrated now and I told the guy that if this tech didn't show up, I was going to cancel the order. I would wait for the tech if he was still going to show up. (I know traffic is kind of bad at 5-6:00). I get back on the phone with Pro Star and she tried to call the tech's home phone to get his roommate who told her he was still working, so she could not find him anywhere and expressed her concern.
Ok, now my attitude has change a little. I am quite fumed at Pro Star, but at the same time I hope this guy did not get into an accident. So I asked the rep to keep me informed if she finds out what the story is with this tech.
Meanwhile iI got online chat with a customer service rep through their website, who told me that he could give me a $25 rescheduling credit (whoo-hoo) but I was going to have to go through Installs.
At 8:50 I tried to call pro-star back and find out that they close at 8:00.
Called back to installs and they tired to call pro star (duh, closed) and she sent out an email to their field manager. Now I am supposed to get contacted today from the field manager.
While I was quite excited about Vooms lineup, it is really wearing on me with this install process. I have wasted the better of 3 days waiting for this install company.
I'll be waiting to be contacted today, but I might not ever be a Voom customer because their subs seem to be quite incompetent to me. This is a classic case of too many players with no communication between any of them. And Voom needs to be responsible for their subs, not passing the buck.
Is this the way it is going to be if ever I need service? If that is the case I am without a doubt calling an cancelling my order for Voom right now and staying with crappy cable.