[VOOM] Re: Customer Service and other issues - I'm done, but I can't tell anyone!

[Jason Tracy]

[VOOM] Customer Service and other issues - I'm done, but I can't tell anyone!

The reason I have been willing to stick with Voom for the last 3
months was there was at least someone to talk to when bad stuff
happened. I've overlooked the PQ issues that continue to come and
go, the reboots that I continue to have to do, the diplexer issues,
the HORRIBLE program guide and most of all NO TIVO. But now that I
can't call and find out when my faulty LNB is going to be replaced
(waiting 3 weeks after initial tech call where STB was replaced)
I've realized Voom is not going to make it so I'm done wasting my
time. If they can't get recurring guide requests, the guide to
start where you stopped, customer service, installs etc under
control, there is NO WAY their DVR is going to work reliably within
the next year. I would cancel, but my calls aren't answered and my
emails/voicemails are not answered. I'm just going to stop paying
my bill and we'll see what happens. It's too bad, I really wanted
to like Voom.



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[shinji242@yahoo.com]

sniff.. sniff..

Is this the whiney voom forum? Wow, I didnt know I could come here
and bitch about voom... woohoo I have waited almost 4 weeks to be
told again "They didn't send me the receiver, reschedule, blah blah"
by the installer. All this waiting and now I learn that voom sucks
anyway?

Should I come here and post when I cancel voom too?
ROFLMAO.




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[kafowler10]

--- In VOOM@yahoogroups.com, "Jason Tracy" <jtracy@m...> wrote:
> If they can't get recurring guide requests, the guide to
> start where you stopped, customer service, installs etc under
> control, there is NO WAY their DVR is going to work reliably within
> the next year.

I can understand your frustration. I too am growing tiresome of the
VOOM guide. It's very tedious to use, day after day, particularly
after you've become accustomed to the guides from DirecTV (or even
digital cable) which move to the currently viewed channel, hide and
filter out channels you don't subscribe, sport multiple favorites
lists, and show more channels at once. Translucent DirecTV guide
screenshot:

http://kfowler.bizland.com/directv_guide.jpg

If we don't see any progress on the STB in the next month -- OTA
scanning, move to currently viewed channel in guide -- which we've
been waiting for since February, then I will look to drop service.
I've stopped recommending VOOM until these issues are addressed.

I'm currently beta-testing a certain dual-tuner HDTV DVR from
Comcast with season passes, and hardly ever bother with the VOOM STB
anymore, now that most of my viewing is recorded HD. The poor
usability of the VOOM guide has only has led me to record more and
more from Comcast. I like the VOOM channels like Monsters HD and
Rave HD (new concerts every Friday), but I hardly ever watch these
anymore -- in part because of the STB, and in part because of my
preference for recorded programming on the HD DVR.



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[subdude212]

--- In VOOM@yahoogroups.com, "Jason Tracy" <jtracy@m...> wrote:
> and most of all NO TIVO.

In case someone gets the wrong idea it would be best to clarify the
availability of TIVO with VOOM. TIVO actually sorta works with VOOM
already but here are points of clarification and some noted
drawbacks:

1. So far only standard definition TIVO boxes work with VOOM, no
reports of an HD TIVO working with VOOM (if anyone knows of this
working please let us all know here). With VOOM so heavily geared
towards HD this for many is vital and I suspect why you posted that
TIVO didn't work with VOOM.

2. For no known reason that I can think of TIVO grabs a program
guide that omits all of the local OTA channels. Maybe because the
OTA channels would be different for every broadcast area this is an
issue? I don't know. So one can't record local channels via a
season pass or any other normal TIVO method as the channels don't
show up in the guide to select them. Very big drawback.

3. TIVO works fine with all of the SD channels and will record all
of the DBS broadcast HD channels from VOOM exclusives to HBOHD to
DiscoverHD, etc. in SD (since the connection to the TIVO box can be
done via an analog connection such as SVHS one can record any HD or
SD channel. The HD content gets automagically letterboxed and
pillarboxed.)

4. The VOOM STB cannot be connected to your TIVO with the serial
cable so one has to use those IR extender doohickies. This is slow
and prone to jostling.

5. If you want to setup your TIVO with VOOM run through the setup
wizard and select VOOM-USA as your service provider from the list.



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[dragonldy_mom]

If it's any consultation, there is new staff being added to the phone
lines. I know the system is clogged right now, and that is forever
frustrating when you are on hold for what seems to be hours only to
be transfered to a voice system, which no one seems to answer.

The Call Center is aware, and working hard to lower wait times.

Wish I could be of more help. Sorry for the frustration.




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[subdude212]

--- In VOOM@yahoogroups.com, "subdude212" <subdude212@r...> wrote:
> --- In VOOM@yahoogroups.com, "Jason Tracy" <jtracy@m...> wrote:
>
> 2. For no known reason that I can think of TIVO grabs a program
> guide that omits all of the local OTA channels. Maybe because the
> OTA channels would be different for every broadcast area this is
> an issue? I don't know. So one can't record local channels via a
> season pass or any other normal TIVO method as the channels don't
> show up in the guide to select them. Very big drawback.
>

I should have explained further that one can actually record any
channel that isn't in the guide if it is a whole number (i.e.
channel 5 or 7 versus a subchannel such as 5.1 or 7.2). To record
main OTA channels one needs to setup the recording in TIVO using
the "Manual" recording method.



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