Service Call in Cincinnati: A Tale of Woe

[brazilplayer]

I had read about all the issues with installation at Voom but thought most of them were exagerrated. My original install was flawless.

But my recent experience is a story in itself:

Satellite went out on the 24th Dec snowstorm. Serive called for PM of the 29th. Early morning on the 29th the installer calls to say that because od weather, they will not be coming. I suppose they could have called me earlier so I don't have to take a 1/2 off. But is the holiday season and I was happy to be home.

The next schedule is the 5th of January. I say okay for the 12 Noon to 5 PM slot. I call them on the 4th since the installer didnot call me. All is fine. I take another 1/2 day off. On the morning at 9:15 the installer calls. No service call that day. I keep my patience although I am really upset. The next schedule on the 6th again the 12 Noon to 5 PM slot. Again I call on the morning of the 6th...guess what. No service call today. This time I am smart. I don't take a 1/2 day off.

Next service call for Saturday the 8th of January. Call verify every hour from 12 Noon to 5 PM. A 2:30 PM I am told I am the next call. Will be there in 2 hrs. 6 PM nobody shows up. Call Install Inc. they say installer will still be there in 15 minutes. 7 PM nobody shows up. We have to go out at 7:30 so I call at 7:00 PM to reschedule.

Next service call maybe on Sunday morning at 9AM. Still waiting for a call.

Wow! If I didn't like the Voom serive as much, I would not take this sh*t. Worst customer service possible. They don't even bother to call. The onus is all on you..and still nothing helps. I suppose they will show up when they want to. I wonder if I have to pay for all the days I have had no service.

Keep you guys posted on what happens. But I am not holding much hope for any resumption in service soon.

update at 12:15 PM Sunday: The installers just called and stated that there will be no service calls today. (I am glad they called but am not surprised at the outcome).

This is so stupid that it is not even funny any longer..the whole family and friends are laying bets on what day the issue will be resoved. My younger son stated not before Superbowl Sunday. Wouldn't surprise me if he wins.

The installers will call tomorrow to set up another time. I wonder what the story will be this time.

Bruce

 

[TYORK]

what is the name of the company that is surpose to come to you house. This is totally crazy you need to send your story to my boss and i can bet you that he will have them out there tomorrow.

 

[brazilplayer]

Thank you. The company I believe is Prodgital out of Columbus. They subcontract their work to some other firm in Cincinnati. I have called everywhere GET-VOOM number the Install Inc. and the Prodigital numbers. At this point we (family and friends) are rooting for our respective bets. Most of them think I am crazy to stick with Voom as long as I have; the others are having a grand time because I used to boast of all the HD programming I used to receive. Oh well.

How do I get in touch with your boss?

Quick Update: I called TYORK's boss. He was extremely helpful. I could hear him chew out someone on the other line. He was aghast that 5 service calls were cancelled. Anyways, I have a new service call set up for 3 PM today. Let's see if that works. Fingers crossed

 

[brazilplayer]

A quick update on this saga:

After I called TYORK's boss (thanks TYORK), the installer did show up at 4 PM. He found that there was just one cable going into the Voom receivers. I have 2 receivers. It seems there should have been two going into each That implies, as he said, I need a 2 new cables put in. I don't understand this stuff, apparently the Voom should have never worked with just 1 cable (his version). I know for a fact that Voom did work (both OTA and satellite part) through Christmas night. He wanted $60 for each line. At this point I am more than a bit upset. Either he does not know what he is doing or the initial Voom install was faulty. Either way I figure, I should not be charged for something I had paid for in May. So I call Tyork's boss again. I hate to bother the poor man. But he is the only one that seems to have the authority to make quick decisions and is quick professional about customer concerns. Bottom line, he told the installer to do what it takes to get this job done. The installer claims he needs some switch which he can only get in Columbus. He is going to come back today. That would be my 7 1/2 day of service call. Still counting...Keep you all updated. As I stated before everyone I know finds this hilarious but we are going to hang in for the ride. Superbowl Sunday still sounds like a possibility.

 

[Bruce Grodner]

Re: [VOOM] Service Call in Cincinnati: A Tale of Woe

I would complain to vOOM again. $60 per line is ridiculous. I wouldn't
trust this guy. He may be referring to a multiplexer or switcher but either
way VOOM provides all of this at no additional charge to get the job done
right. if it wasn't done right on the original install by the same
installer, or install company, as now then VOOM should get a refund from
the original installer or at least get the problem fixed at no additional
cost.
----- Original Message -----
From: "brazilplayer" <satguys2004@yahoo.com>
To: <VOOM@yahoogroups.com>
Sent: Tuesday, January 11, 2005 7:27 AM
Subject: [VOOM] Service Call in Cincinnati: A Tale of Woe


>
>
> A quick update on this saga:
>
> After I called TYORK's boss (thanks TYORK), the installer did show up
> at 4 PM. He found that there was just one cable going into the Voom
> receivers. I have 2 receivers. It seems there should have been two
> going into each That implies, as he said, I need a 2 new cables put
> in. I don't understand this stuff, apparently the Voom should have
> never worked with just 1 cable (his version). I know for a fact that
> Voom did work (both OTA and satellite part) through Christmas night.
> He wanted $60 for each line. At this point I am more than a bit upset.
> Either he does not know what he is doing or the initial Voom install
> was faulty. Either way I figure, I should not be charged for something
> I had paid for in May. So I call Tyork's boss again. I hate to bother
> the poor man. But he is the only one that seems to have the authority
> to make quick decisions and is quick professional about customer
> concerns. Bottom line, he told the installer to do what it takes to
> get this job done. The installer claims he needs some switch which he
> can only get in Columbus. He is going to come back today. That would
> be my 7 1/2 day of service call. Still counting...Keep you all
> updated. As I stated before everyone I know finds this hilarious but
> we are going to hang in for the ride. Superbowl Sunday still sounds
> like a possibility.
>
>
> --
> brazilplayer
> ------------------------------------------------------------------------
> This message was posted via http://www.satelliteguys.us by brazilplayer
>
>
>
>
>
> Yahoo! Groups Links
>
>
>
>
>
>
>



------------------------

 

[TYORK]

I would complain to vOOM again. $60 per line is ridiculous. I wouldn't
trust this guy. He may be referring to a multiplexer or switcher but either
way VOOM provides all of this at no additional charge to get the job done
right. if it wasn't done right on the original install by the same
installer, or install company, as now then VOOM should get a refund from
the original installer or at least get the problem fixed at no additional
cost.
----- Original Message -----
From: "brazilplayer" <satguys2004@yahoo.com>
To: <VOOM@yahoogroups.com>
Sent: Tuesday, January 11, 2005 7:27 AM
Subject: [VOOM] Service Call in Cincinnati: A Tale of Woe


>
>
> A quick update on this saga:
>
> After I called TYORK's boss (thanks TYORK), the installer did show up
> at 4 PM. He found that there was just one cable going into the Voom
> receivers. I have 2 receivers. It seems there should have been two
> going into each That implies, as he said, I need a 2 new cables put
> in. I don't understand this stuff, apparently the Voom should have
> never worked with just 1 cable (his version). I know for a fact that
> Voom did work (both OTA and satellite part) through Christmas night.
> He wanted $60 for each line. At this point I am more than a bit upset.
> Either he does not know what he is doing or the initial Voom install
> was faulty. Either way I figure, I should not be charged for something
> I had paid for in May. So I call Tyork's boss again. I hate to bother
> the poor man. But he is the only one that seems to have the authority
> to make quick decisions and is quick professional about customer
> concerns. Bottom line, he told the installer to do what it takes to
> get this job done. The installer claims he needs some switch which he
> can only get in Columbus. He is going to come back today. That would
> be my 7 1/2 day of service call. Still counting...Keep you all
> updated. As I stated before everyone I know finds this hilarious but
> we are going to hang in for the ride. Superbowl Sunday still sounds
> like a possibility.
>
>
> --
> brazilplayer
> ------------------------------------------------------------------------
> This message was posted via http://www.satelliteguys.us by brazilplayer
>
>
>
>
>
> Yahoo! Groups Links
>
>
>
>
>
>
>



------------------------

Brialplayer
If he come back and tries to charge you for the diplexer call my boss again. He should not charge you any of this.

Tyork

 

[seattlesatelliter]

[VOOM] Re: Service Call in Cincinnati: A Tale of Woe

Hi, brazilplayer,

I see Bruce answered your comments about the additional costs so I'll
just wish you luck (we've been through the multiple service call saga
as well but VOOM did come through in the end) and wait for your update.

Watching HDTV under cold, mostly cloudy (snow?) Seattle skies, Gill

P.S.:If you want to see "cold" check out the forecast for Glasgow,
Montana!


--- In VOOM@yahoogroups.com, brazilplayer <satguys2004@y...> wrote:
>
> A quick update on this saga:
>
> After I called TYORK's boss (thanks TYORK), the installer did show up
> at 4 PM. He found that there was just one cable going into the Voom
> receivers. I have 2 receivers. It seems there should have been two
> going into each That implies, as he said, I need a 2 new cables put
> in. I don't understand this stuff, apparently the Voom should have
> never worked with just 1 cable (his version). I know for a fact that
> Voom did work (both OTA and satellite part) through Christmas night.
> He wanted $60 for each line. At this point I am more than a bit upset.
> Either he does not know what he is doing or the initial Voom install
> was faulty. Either way I figure, I should not be charged for something
> I had paid for in May. So I call Tyork's boss again. I hate to bother
> the poor man. But he is the only one that seems to have the authority
> to make quick decisions and is quick professional about customer
> concerns. Bottom line, he told the installer to do what it takes to
> get this job done. The installer claims he needs some switch which he
> can only get in Columbus. He is going to come back today. That would
> be my 7 1/2 day of service call. Still counting...Keep you all
> updated. As I stated before everyone I know finds this hilarious but
> we are going to hang in for the ride. Superbowl Sunday still sounds
> like a possibility.
>
>
> --
> brazilplayer
> ------------------------------------------------------------------------
> This message was posted via http://www.satelliteguys.us by brazilplayer





------------------------

 

[TYORK]

A quick update on this saga:

After I called TYORK's boss (thanks TYORK), the installer did show up at 4 PM. He found that there was just one cable going into the Voom receivers. I have 2 receivers. It seems there should have been two going into each That implies, as he said, I need a 2 new cables put in. I don't understand this stuff, apparently the Voom should have never worked with just 1 cable (his version). I know for a fact that Voom did work (both OTA and satellite part) through Christmas night. He wanted $60 for each line. At this point I am more than a bit upset. Either he does not know what he is doing or the initial Voom install was faulty. Either way I figure, I should not be charged for something I had paid for in May. So I call Tyork's boss again. I hate to bother the poor man. But he is the only one that seems to have the authority to make quick decisions and is quick professional about customer concerns. Bottom line, he told the installer to do what it takes to get this job done. The installer claims he needs some switch which he can only get in Columbus. He is going to come back today. That would be my 7 1/2 day of service call. Still counting...Keep you all updated. As I stated before everyone I know finds this hilarious but we are going to hang in for the ride. Superbowl Sunday still sounds like a possibility.

don't let him charge you for any switches cause they all are included with your install if he tries call Jeff back. Hope you get to watch the Super Bowl on VOOM I am guess it will be a go for you and you will win this bet.

 

[brazilplayer]

This has to be the longest running service call story..but believe it or not it still continues.

The installer shows up at 1 PM. For those that have lost count, this is my 8th 1/2 day that is rescheduled from my real work. He lays down the 2 lines such that now 2 lines go to each receiver. He has to put a splitter switch (he calls it that), I don't know the technical term, in the basement. Puts on the receivers. Voila. No change.

He now thinks that it is not the 2 wires that was an issue but maybe another switch up on the roof that combines the signals from the antenna and the dish. Therefore, he has to now run to Columbus (it is now 4 PM), and will be back at 9 AM in the morning. That would be the 9th 1/2 day rescheduled from real work for me.

I know you guys are bored of this story but I am sure a part of you just wishes to see the final conclusion. The marketing prof. calls this sunk cost. You have to wait for the finale since you have waited this long. I am too numbed by the experience to vent at the poor tech. Oh well. I hope there is a grant finale tomorrow. Thanks TYORK for your optimism on the Superbowl deadline. I lost my bet today. Tomorrow's day was taken by daughter..and then my buddy at work has the day after that. The son has the days on and after the Superbowl Sunday.

 

[thegrod]

Re: [VOOM] Service Call in Cincinnati: A Tale of Woe

Brazilplayer,
He could have very easily done the installation utilizing two separate coax'
for the antenna and for the dish instead of the diplexer on the roof and at
the receiver. There is no reason to run all over the place to get
parts....Either he is poorly trained or....worse. There is an F connector
port for the Satellite feed and a separate one for the OTA antenna provided
he is the OTA module for the VOOM receiver. You can also use a multiplexer
on the roof and again at the receiver but cable
----- Original Message -----
From: "brazilplayer" <satguys2004@yahoo.com>
To: <VOOM@yahoogroups.com>
Sent: Tuesday, January 11, 2005 1:52 PM
Subject: [VOOM] Service Call in Cincinnati: A Tale of Woe


>
>
> This has to be the longest running service call story..but believe it or
> not it still continues.
>
> The installer shows up at 1 PM. For those that have lost count, this
> is my 8th 1/2 day that is rescheduled from my real work. He lays down
> the 2 lines such that now 2 lines go to each receiver. He has to put a
> splitter switch (he calls it that), I don't know the technical term, in
> the basement. Puts on the receivers. Voila. No change.
>
> He now thinks that it is not the 2 wires that was an issue but maybe
> another switch up on the roof that combines the signals from the
> antenna and the dish. Therefore, he has to now run to Columbus (it is
> now 4 PM), and will be back at 9 AM in the morning. That would be the
> 9th 1/2 day rescheduled from real work.
>
> I know you guys are bored of this story but I am sure a part of you
> just wishes to see the final conclusion. The marketing prof. calls
> this sunk cost. You have to wait for the finale since you have waited
> this long. I am too numbed by the experience to get vent at the poor
> tech. Oh well. I hope there is a grant finale tomorrow. Thanks TYORK
> for your optimism on the Superbowl deadline. I lost my bet today.
> Tomorrow's day was taken by daughter..and then my buddy at work has the
> day after that. The son has the days on and after the Superbowl Sunday.
>
>
> --
> brazilplayer
> ------------------------------------------------------------------------
> This message was posted via http://www.satelliteguys.us by brazilplayer
>
>
>
>
>
> Yahoo! Groups Links
>
>
>
>
>
>
>



------------------------

 

[TYORK]

This has to be the longest running service call story..but believe it or not it still continues.

The installer shows up at 1 PM. For those that have lost count, this is my 8th 1/2 day that is rescheduled from my real work. He lays down the 2 lines such that now 2 lines go to each receiver. He has to put a splitter switch (he calls it that), I don't know the technical term, in the basement. Puts on the receivers. Voila. No change.

He now thinks that it is not the 2 wires that was an issue but maybe another switch up on the roof that combines the signals from the antenna and the dish. Therefore, he has to now run to Columbus (it is now 4 PM), and will be back at 9 AM in the morning. That would be the 9th 1/2 day rescheduled from real work for me.

I know you guys are bored of this story but I am sure a part of you just wishes to see the final conclusion. The marketing prof. calls this sunk cost. You have to wait for the finale since you have waited this long. I am too numbed by the experience to vent at the poor tech. Oh well. I hope there is a grant finale tomorrow. Thanks TYORK for your optimism on the Superbowl deadline. I lost my bet today. Tomorrow's day was taken by daughter..and then my buddy at work has the day after that. The son has the days on and after the Superbowl Sunday.

brizalplayer,
My question is if there is a switch on your roof you should not have another until you get to the receiver. Check the switch in the basement see if it say splitter or diplexer if it say splitter there is the problem. you should either have a diplexer behind you recevier or you will have a grey box that snap on the back the combines the sat. and antenna signal.
check and let me know.

 

[Bruce Grodner]

Re: [VOOM] Re: Service Call in Cincinnati: A Tale of Woe

You are correct-Diplexer is the correct term. and you need one on the roof
and one at the receiver. Usually they use the grey box that snaps and
twists to lock on.
----- Original Message -----
From: "TYORK" <satguys2004@yahoo.com>
To: <VOOM@yahoogroups.com>
Sent: Tuesday, January 11, 2005 3:21 PM
Subject: [VOOM] Re: Service Call in Cincinnati: A Tale of Woe


>
>
> brazilplayer Wrote:
> > This has to be the longest running service call story..but believe it or
> > not it still continues.
> >
> > The installer shows up at 1 PM. For those that have lost count, this
> > is my 8th 1/2 day that is rescheduled from my real work. He lays down
> > the 2 lines such that now 2 lines go to each receiver. He has to put a
> > splitter switch (he calls it that), I don't know the technical term, in
> > the basement. Puts on the receivers. Voila. No change.
> >
> > He now thinks that it is not the 2 wires that was an issue but maybe
> > another switch up on the roof that combines the signals from the
> > antenna and the dish. Therefore, he has to now run to Columbus (it is
> > now 4 PM), and will be back at 9 AM in the morning. That would be the
> > 9th 1/2 day rescheduled from real work for me.
> >
> > I know you guys are bored of this story but I am sure a part of you
> > just wishes to see the final conclusion. The marketing prof. calls
> > this sunk cost. You have to wait for the finale since you have waited
> > this long. I am too numbed by the experience to vent at the poor tech.
> > Oh well. I hope there is a grant finale tomorrow. Thanks TYORK for
> > your optimism on the Superbowl deadline. I lost my bet today.
> > Tomorrow's day was taken by daughter..and then my buddy at work has the
> > day after that. The son has the days on and after the Superbowl Sunday.
>
> brizalplayer,
> My question is if there is a switch on your roof you should not have
> another until you get to the receiver. Check the switch in the basement
> see if it say splitter or diplexer if it say splitter there is the
> problem. you should either have a diplexer behind you recevier or you
> will have a grey box that snap on the back the combines the sat. and
> antenna signal.
> check and let me know.
>
>
> --
> TYORK
> ------------------------------------------------------------------------
> This message was posted via http://www.satelliteguys.us by TYORK
>
>
>
>
>
> Yahoo! Groups Links
>
>
>
>
>
>
>



------------------------

 

[brazilplayer]

Thanks guys. Here is what I had before the new line installs. 2 Receivers with a grey box at the back. The one that seems to lock on. The installer tells me there is a switch on the roop that takes in 3 cables and 2 come out down to the basement.

Now in the basement he has a Wingard VM 3400 multiswitch. (I am not sure if it is a splitter or diplexer.

The main problem is I can get local channels but not any channel over 100.

What do I do now? It seems to me that if the to be replaced switch on the roof does not solve the problem tomorrow..the task may be way beyond the scope of the installer.

 

[TYORK]

Thanks guys. Here is what I had before the new line installs. 2 Receivers with a grey box at the back. The one that seems to lock on. The installer tells me there is a switch on the roop that takes in 3 cables and 2 come out down to the basement.

Now in the basement he has a Wingard VM 3400 multiswitch. (I am not sure if it is a splitter or diplexer.

The main problem is I can get local channels but not any channel over 100.

What do I do now? It seems to me that if the to be replaced switch on the roof does not solve the problem tomorrow..the task may be way beyond the scope of the installer.

sound to me that you are hook up all wrong if you have 2 rec. and the switch is in the basement than you should have 3 lines coming off your roof and if you do no have 3 lines coming off you roof than you have a diplexer on top . So what need to be done is the multi-switch in the basement is kill your sat signal it need to be taking out and the line need to be a straight line from the diplexer on the roof to the box .

 

[brazilplayer]

Thanks Tyork. I guess the challenge will be to explain all this to the installer. Wish me luck for tomorrow. As much as I can see the humor in all this, it is starting to wear thin now.

 

[TYORK]

Thanks Tyork. I guess the challenge will be to explain all this to the installer. Wish me luck for tomorrow. As much as I can see the humor in all this, it is starting to wear thin now.

well good luck , I sent you my cell number in you private messages so if he has trouble when he get there give me call . i think it is something simple to fix.

 

[brazilplayer]

Thaks Tyork. I will keep you posted on what happends tomorrow and make actually take you up on your offer and have him call you. I wonder what happens to others though? Where do they turn for help?

 

[TYORK]

Thaks Tyork. I will keep you posted on what happends tomorrow and make actually take you up on your offer and have him call you. I wonder what happens to others though? Where do they turn for help?

well if they are in Jeff's area i try to help as much as possible or they are several tech on here that are very helpful.

 

[seattlesatelliter]

[VOOM] Re: Service Call in Cincinnati: A Tale of Woe

Geez, it didn't take that many service calls to get our 24" upgraded
antenna installed. You may have set the "record"! Sounds like he
didn't have a diplexer with him which is surprising as we had to have
one replaced early on and the service tech said that he always carried
spares.

Still watching HDTV under very windy and cloudy Seattle skies, Gill

P.S.: I await your update-successful we hope!


--- In VOOM@yahoogroups.com, brazilplayer <satguys2004@y...> wrote:
>
> This has to be the longest running service call story..but believe it or
> not it still continues.
>
> The installer shows up at 1 PM. For those that have lost count, this
> is my 8th 1/2 day that is rescheduled from my real work. He lays down
> the 2 lines such that now 2 lines go to each receiver. He has to put a
> splitter switch (he calls it that), I don't know the technical term, in
> the basement. Puts on the receivers. Voila. No change.
>
> He now thinks that it is not the 2 wires that was an issue but maybe
> another switch up on the roof that combines the signals from the
> antenna and the dish. Therefore, he has to now run to Columbus (it is
> now 4 PM), and will be back at 9 AM in the morning. That would be the
> 9th 1/2 day rescheduled from real work.
>
> I know you guys are bored of this story but I am sure a part of you
> just wishes to see the final conclusion. The marketing prof. calls
> this sunk cost. You have to wait for the finale since you have waited
> this long. I am too numbed by the experience to get vent at the poor
> tech. Oh well. I hope there is a grant finale tomorrow. Thanks TYORK
> for your optimism on the Superbowl deadline. I lost my bet today.
> Tomorrow's day was taken by daughter..and then my buddy at work has the
> day after that. The son has the days on and after the Superbowl Sunday.
>
>
> --
> brazilplayer
> ------------------------------------------------------------------------
> This message was posted via http://www.satelliteguys.us by brazilplayer





------------------------

 

[brazilplayer]

Finally good news. The installer arrived at 11 AM (instead of the promised 9 AM) but this time he was prepared. Had read up on the installation..used the same strategy the TYORK suggested in this forum. Replaced the switch on the roof. Removed the new multiswitch that he had installed in the basement. Reattached one cable to each receiver and it all worked flawlessly after that. In all took under an hour.

Thank you all for your input. TYORK special thanks for getting me in touch with your boss.

I am still awed by the whole expereince. At some point, I would like to write a small note to Voom. Not to complain but to make them think of CS issues. They washed their hands off the service call from day 1. It was always "we have subcontracted that to someone else and it is not our problem anymore". Well, I think it should still be their problem. Furthermore, the guy who showed up was clueless for the first 2 days. Only on the 3rd day did he seem confident about what he was doing and did it quite well. Thus, what qualifies one to be a Voom installer. It seems apparent that he wasn't trained very well.

Finally, for those keeping scores. My daughter won the bet on the day of the install. I get to take her out for dinner today. I suppose I can count that as quality time with the kids.

ps. I had rather be watching the bearcats play finally!