I've been with VOOM since 12/03 and would always get drop outs or complete loss of picture when it rained. I tolerated it so long because I still have DirecTV and Insight cable HD - I could usually just switch over to another source and continue watching a program or find something else to watch. But the last couple of months I've been watching much more VOOM exclusive channels and have been very frustrated when this "rain fade" would interrupt a program I grew interested in.
At first I didn't go "crying to Wilt"... I tried calling VOOM. Boy, was that frustrating! Being on hold forever only to have your call dropped over and over. When I did manage to get to talk to a CSR he seemed very concerned and said someone would be calling me to set up a service call for a bigger dish. Weeks past and I never heard a thing.
I emailed Wilt about this and after a few days local service company called me to see what problems I was having and agreed with me that it sounded like I needed a bigger dish. A few minutes later they called back and said VOOM told them I'm having "normal rain fade" and would not authorize a bigger dish! I told them it was not "normal" to not be able to watch TV every time it rained! I only get rain fade with DirecTV during heavy downpours, VOOM was much worse. They apologised and said there was nothing they could do - I needed to contact VOOM again.
I emailed Wilt again and soon I had the service company calling me back to set up an "install new service" appointment. I told them I'm already installed, I need a bigger dish. We set an appointment and when I called back a day before the appointment to confirm they were coming they said they received a bigger dish and would be out the next day to install it. Well that day came and went with a "no show-no call". I made sure I scheduled on my day off expecting that to happen so I wasn't too worked up.
They did show up today as scheduled, even a little early and had the dish installed and peaked in no time. I'm now waiting for a little rain to test it.
If it wasn't for Wilt Hildenbrand, VP with VOOM, I'm sure I'd still be waiting for my problem to be addressed. THANK YOU Wilt for taking your customers seriously and moving mountains, it seems, to get things resolved. I don't think I would still be with VOOM if it wasn't for Wilt.
At first I didn't go "crying to Wilt"... I tried calling VOOM. Boy, was that frustrating! Being on hold forever only to have your call dropped over and over. When I did manage to get to talk to a CSR he seemed very concerned and said someone would be calling me to set up a service call for a bigger dish. Weeks past and I never heard a thing.
I emailed Wilt about this and after a few days local service company called me to see what problems I was having and agreed with me that it sounded like I needed a bigger dish. A few minutes later they called back and said VOOM told them I'm having "normal rain fade" and would not authorize a bigger dish! I told them it was not "normal" to not be able to watch TV every time it rained! I only get rain fade with DirecTV during heavy downpours, VOOM was much worse. They apologised and said there was nothing they could do - I needed to contact VOOM again.
I emailed Wilt again and soon I had the service company calling me back to set up an "install new service" appointment. I told them I'm already installed, I need a bigger dish. We set an appointment and when I called back a day before the appointment to confirm they were coming they said they received a bigger dish and would be out the next day to install it. Well that day came and went with a "no show-no call". I made sure I scheduled on my day off expecting that to happen so I wasn't too worked up.
They did show up today as scheduled, even a little early and had the dish installed and peaked in no time. I'm now waiting for a little rain to test it.
If it wasn't for Wilt Hildenbrand, VP with VOOM, I'm sure I'd still be waiting for my problem to be addressed. THANK YOU Wilt for taking your customers seriously and moving mountains, it seems, to get things resolved. I don't think I would still be with VOOM if it wasn't for Wilt.
