johnalan said:
I also work in a business where non-management types are paid $8 an hour. That's just the way it is. That also doesn't mean that someone making $8 doesn't care.
Doesnt mean I dont care. I actually think VOOM may be a great company someday, however for the work that is being done and the negative reinforcement (never positive) to keep your job I do not think VOOM knows or understands why customers get dis-service when it comes to "customer service." They are a fairly new company and Cablevision has never delt with West before.
johnalan said:
VOOMCSA, look at the world around you. What you describe is the way business is run most everywhere these days. Sorry, that's just the economics of today's world.
That is not always true I have worked with a few better repitable companies before West. A lot of problems reside in the program managers running the VOOM product. Because of certain circumstances I am stuck here till my freedom day. (Spokane has no real jobs. Currently in the process of moving) But blowing off steam is good.
By the way I am the only me in this forum. Any other VOOM employee posters are not me, but feel free to post. Please refrain from repeating what I have written please.
The original title of this thread was "gruntled" I knew what I was talking about when I wrote it.
Escallation
Some VOOM CSA's will escallate everything they don't know or don't care about. Don't get me wrong a good percentage of the time it is system issues or something legitamate like VOOM not telling us why or how the box does what it does. You guys knew about Caller ID long before we did. They still have not told us how it works. Originally they told us Firmware 726 did not do anything to the receiver that the customer would not notice. Out of cleanliness of this forum "Bull cakes"
If something is escallated it goes under a new program (no longer paper) on our already slow Compaq, Windows 98 server computers. Then is handed to an escallation team. who actualy has more power than a Team Leader does. Never expect to talk to one of these individuals, in other words don't request to talk to one of them. They will call you. Once your issue has been delt with or monkey scratched on the head they will attempt to contact you three times before emailing you. Normally they do this while you may not be home. They then pass your concern to the email team who pretty much tell you to call back. A VOOM CSA most of the time won't read what the escallator wrote on your account get confused and escallate you again.
By the way lately, The escallation team has been taking normal call so your concerns are being taken care of slower than normal. (not enough people on the floor for the holidays) However they are hard workers and do have concerns for taking care of customers. What VOOM used to stand for at West.
Even though this is a VOOM sponsered Web Site.
Even though VOOM sponsors this website If you call in, Email, etc VOOM will deny everything unless it is on it's own website. VOOM knows its installation problems that is true. I bet there is a lot of horror stories on here. VOOM will not say anything is true if you read about receivers not working, new channels coming soon (I had to look like a rear-end fighting with a customer that Food Network was not being broadcast on VOOM starting December because it was not in our web site or in any information given to us, pretty much I was told to say so. A week later look what happened), New hardware-software updates. Try calling or emailing any of the information on this thread and you will get the same canned answer. I almost dare you to.
I have more to come.... Heh-call VOOM with any updates (not this thread this time) and help customer service by telling them new channels that are coming up or the release dates of new hardware. You'll be more help than the Program managers.
No I've done my research with West. It is voted one of the lowest rated call centers in the US, because of the way it treats its employees and employee turnover and recycling. If you get Fired from west almost, and I do mean almost for anything wait a little while then come back. Sometimes they forget how long they fired you and hire you right back for another program. Unions will not touch West for the same reasons, cant help an employee if they don't stay.
I will do more research tonight had notes on what to write but forgot to bring them. Although I shouldn't say this because if this leaks out most likely we will lose pen or pencil privelages....
