[VOOM] Re: Has anyone tried to call Voom lately, OH MY~!

[voomuser]

[VOOM] Has anyone tried to call Voom lately, OH MY~!

Has anyone tried to call Voom lately, OH MY~!

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

I have been trying to call Voom for a week to change my credit card
on autopay. I cancelled card and will be charged extra if I dont
swithch it over to another card.

I sit on hold for approx 5 minutes each time and then they give you
a cut off messege and tell you to push 1 if you want a call back
about VOom.

I will be one pissed off camper if Voom causes me to get charged on
my credit card for not being able to get through!

Anyone have any suggestions!
Thnks
Shark.



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[slacker9876]

I called at 10 Mountain Time last night, got through in about 3 minutes. I was calling to cancel, they have talked me out of it for the time being. I still need a DVR! ANyway Call at night of early in the AM.

I am willing to wait it out a little but I don't want to pay $600 waiting for a DVR.

 

[Tvlman]

Send email informing them of change. Then continue calling. That way they have the information in writing beforehand in case there is a dispute down the line. You only have other VOOMER's to blame who are trying to install before July 5th deadline.

 

[shaun-ohio]

i was not able to get thru to them today either, i called several times, all i ever got was they are expecting higher call volume then normal, press 1 and someone will call me back, i wanted to tell them about the installers that installed my ota on sat and i had to end up hooking it up myself so i could watch the local channels, and i wanted to order a second rec to see if they tell me that it still costs 199.00 for intall, because the e-mail that i got last week from them said that they have updated there install policy on add on recs where you wont have to pay 199.00 to install the second rec. but i havent been able to get ahold of them.

 

[dragonldy_mom]

The call volume has been high. We have added new agents and are
working to add more shortly. The Call Center is open from 5:00am PST
to 12:00am PST.

Try really early or later and see if it makes a difference.

I wish I could be of more assistance.

--- In VOOM@yahoogroups.com, "voomuser" <voomuser@y...> wrote:
> Has anyone tried to call Voom lately, OH MY~!
>
> --------------------------------------------------------------------
-
> -----------
>
> I have been trying to call Voom for a week to change my credit card
> on autopay. I cancelled card and will be charged extra if I dont
> swithch it over to another card.
>
> I sit on hold for approx 5 minutes each time and then they give you
> a cut off messege and tell you to push 1 if you want a call back
> about VOom.
>
> I will be one pissed off camper if Voom causes me to get charged on
> my credit card for not being able to get through!
>
> Anyone have any suggestions!
> Thnks
> Shark.



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[Timothy fouts]

I would think this type of problem is the good kind-I don't think
people are canceling either

On Jun 8, 2004, at 4:49 PM, dragonldy_mom wrote:

> The call volume has been high. We have added new agents and are
> working to add more shortly. The Call Center is open from 5:00am PST
> to 12:00am PST.
>
> Try really early or later and see if it makes a difference.
>
> I wish I could be of more assistance.
>
> --- In VOOM@yahoogroups.com, "voomuser" <voomuser@y...> wrote:
> >  Has anyone tried to call Voom lately, OH MY~!
> >
> > --------------------------------------------------------------------
> -
> > -----------
> >
> > I have been trying to call Voom for a week to change my credit card
> > on autopay. I cancelled card and will be charged extra if I dont
> > swithch it over to another card.
> >
> > I sit on hold for approx 5 minutes each time and then they give you
> > a cut off messege and tell you to push 1 if you want a call back
> > about VOom.
> >
> > I will be one pissed off camper if Voom causes me to get charged on
> > my credit card for not being able to get through!
> >
> > Anyone have any suggestions!
> > Thnks
> > Shark.
>
>
>
>
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> Service.
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[onlineappliance]

--- In VOOM@yahoogroups.com, Timothy fouts <timothyfouts@m...> wrote:
> I would think this type of problem is the good kind-I don't think
> people are canceling either
>
> On Jun 8, 2004, at 4:49 PM, dragonldy_mom wrote:
>
> > The call volume has been high. We have added new agents and are
> > working to add more shortly. The Call Center is open from 5:00am

This is bull. Option #3 for "valued existing customers" went from
being able to get through on the first call without being put on hold
two weeks ago to being unable to get through after 5 calls with a 5
minute hold each time this week. Even if VOOM doubled its
subscribers there would still be less than 20,000 "valuable existing
customers". VOOM has obviously decreased the number of "existing
customer" CSR's or changed their call center somehow. It is not
possible that the volume calls increased 10-fold in a week especially
when the base of installed subscribers could not possibly have
increased by close to that amount.





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[Nasty am!]

Yeah I have been trying to call all day, but I have been on hold up to 30 minutes at times before the cutoff message. I called almost every hour today and always the same thing.

 

[nostrodumb_ass]

--- In VOOM@yahoogroups.com, "onlineappliance" <j-nardone@c...>
wrote:
> --- In VOOM@yahoogroups.com, Timothy fouts <timothyfouts@m...>
wrote:
> > I would think this type of problem is the good kind-I don't
think
> > people are canceling either
> >
> > On Jun 8, 2004, at 4:49 PM, dragonldy_mom wrote:
> >
> > > The call volume has been high. We have added new agents and are
> > > working to add more shortly. The Call Center is open from
5:00am
>
> This is bull. Option #3 for "valued existing customers" went from
> being able to get through on the first call without being put on
hold
> two weeks ago to being unable to get through after 5 calls with a
5
> minute hold each time this week. Even if VOOM doubled its
> subscribers there would still be less than 20,000 "valuable
existing
> customers". VOOM has obviously decreased the number of "existing
> customer" CSR's or changed their call center somehow. It is not
> possible that the volume calls increased 10-fold in a week
especially
> when the base of installed subscribers could not possibly have
> increased by close to that amount.

Any time that I have trouble getting through to a company on
their "existing customer" line, I always call back and press
the "new customer" line. There is almost always a much shorter wait
time.

It's good business sense to make sure you have plenty of people to
help build the business, but it can frustrate existing customers at
times.



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[jimmykce1]

Emailing isn't much better either. I sent them emails and only get a auto response back. When I replied to auto response, since my question wasn't answered in the auto reply, I get message failed.

Voom needs to do something about having existing custumers on hold. Its getting like my local cable company now. Hopefully this will change soon.

 

[jimmykce1]

I did that once and was transferred over to the existing customer line and had the long wait. You must of gotten lucky this time. I am hoping this changes soon because I hate the long wait.

 

[mkrans]

I called VOOM last Friday afternoon, told them I wanted to cancel due to postponement of my install and the inablility to get through to customer service, they offered two free months of programming not to cancel, so naturally, I said OK, so if they are doing that with everyone who wants to cancel, then probably, noone is!

 

[madpoet]

I received a callback FIVE DAYS after leaving the message. This is an existing customer line for support. How the heck are we supposed to be getting supported if if takes that long to get back to us? And when the lady called, she thought I wanted to ask about getting the Voom service. So it's obvious they are just taking all these left numbers and dumping them into the same pot. DL, you guys need to put some priority on your existing customer base. You've taken away our ability to wait on hold and actually talk to a person. The call back is an obvious joke. God forbid my box actually goes down.

 

[dragonldy_mom]

[VOOM] Call Volume

As I stated VOOM is very aware of the problem and is taking steps to
correct the long wait times.

When 1 customer can't get through, they go back in que to try again
and it multiplies itself pretty quickly.

I know it is frustrating as all get out. I've been lost on hold more
than once myself. All Customers are valued, and we are doing our best.





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[Keith Jack]

>
> Voom needs to do something about having existing custumers on
> hold. Its getting like my local cable company now.


Voom belongs to a cable company, so what do you expect?





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[madpoet]

"I know it is frustrating as all get out. I've been lost on hold more
than once myself. All Customers are valued, and we are doing our best."

The problem is that you are either valuing new customers more than existing ones, or you just aren't getting any calls on the new customers line. If I hit 1 I get through every single time. If I hit 3, I'm doomed. I've worked high volume call centers before, and I know it can be hard. But man, 5 days for a callback? I'd have been fired if I let calls sit that long for existing customers. I hope it gets sorted out soon.

 

[babyj]

well why am i not surprised at this..i mean telemarketers as sales people..and we expected great customer support? i have to call to cancel in a week..so who knows the crap i have to go through. i should start calling now.