Jump to content


Welcome to DBSTalk


Sign In 

Create Account
Welcome to DBSTalk. Our community covers all aspects of video delivery solutions including: Direct Broadcast Satellite (DBS), Cable Television, and Internet Protocol Television (IPTV). We also have forums to discuss popular television programs, home theater equipment, and internet streaming service providers. Members of our community include experts who can help you solve technical problems, industry professionals, company representatives, and novices who are here to learn.

Like most online communities you must register to view or post in our community. Sign-up is a free and simple process that requires minimal information. Be a part of our community by signing in or creating an account. The Digital Bit Stream starts here!
  • Reply to existing topics or start a discussion of your own
  • Subscribe to topics and forums and get email updates
  • Send private personal messages (PM) to other forum members
  • Customize your profile page and make new friends
 
Guest Message by DevFuse

Photo

Sloppy Customer Service


  • Please log in to reply
14 replies to this topic

#1 OFFLINE   JM Anthony

JM Anthony

    Child of the 60's

  • Gold Members
  • 3,126 posts
Joined: Nov 16, 2003

Posted 19 August 2004 - 10:07 PM

We pulled the plug a month ago coincidental with the end of our billing period. I'd confirmed all of that with Voom before we set up the uninstall date. Well, yesterday I get not one, but two billing statements from Voom for service after we pulled the plug. When getting service and getting service related questions answered while our account was active, my experiences with Voom were all very positive. Heading out the door, it's been just the opposite.

They couldn't get me connected with customer service initially (all lines busy dealing with other customers). So I call back. No queue so the triage dude told me he'd try one more time and then I'd have to call back later. (How much does that suck.) Well, as luck would have it he gets me connected but the guy I talk with is a total dufus.

While my billing statement clearly says what's being billed to my credit card, this guy tries to tell me it's something different. I ask if he's looking at an image of my last two bills and give him the billing dates. He tells me he is, but nothing he says matches up with what I'm looking at. I go on and off hold a couple of times while he tries to do some "research" but still no dice. He wraps up the conversation by saying someone else will have to research my account. So when can I expect a call back - 48 to 72 hours.

Why can't more businesses remember that how you treat customers when they are leaving leaves a lasting impression that oftens gets shared with others. This isn't rocket science. It's customer service 101.
John Anthony
and Gus, the 22# Wonder Cat
E* since ‘96

...Ads Help To Support This SIte...

#2 OFFLINE   Nick

Nick

    Keep going - don't give up!

  • DBSTalk Club
  • 21,272 posts
  • LocationThe Beautiful Golden Isles of Coastal Georgia
Joined: Apr 23, 2002

Posted 20 August 2004 - 06:45 AM

...Why can't more businesses remember that how you treat customers when they are leaving leaves a lasting impression that oftens gets shared with others. This isn't rocket science. It's customer service 101.

If "rocket science" depended on poorly-trained, underpaid, unmotivated workers who's jobs were in jeopardy, we'd still be trying to escape earth's gravity. As someone who cancelled Voom, you are viewed as part of the problem and they couldn't care less about your "lasting impression". Since you are no longer a customer, you no longer qualify for "customer" service. Why would you expect anything more? :shrug:

Good luck on getting the billing error resolved to your satisfaction.

.


~ 12 Year Anniversary ~
Charter Gold Club Member
DBSTalk Club ~ 21k Club
Top 10 Poster

.


#3 OFFLINE   LOBO2999

LOBO2999

    Legend

  • Registered
  • 146 posts
Joined: Apr 09, 2004

Posted 20 August 2004 - 12:44 PM

I got a call from vooms billing department yesterday and this is the number that came up on my CID 1-509-789-4500

#4 OFFLINE   JM Anthony

JM Anthony

    Child of the 60's

  • Topic Starter
  • Gold Members
  • 3,126 posts
Joined: Nov 16, 2003

Posted 20 August 2004 - 07:53 PM

. . . Since you are no longer a customer, you no longer qualify for "customer" service. Why would you expect anything more? :shrug:

Good luck on getting the billing error resolved to your satisfaction.

Point well taken, Nick. I guess I should have expected "uncustomer service."

I realize start ups are under the gun to get new customers signed up quickly, and these guys are a national company, so someone who is ticked off over a billing problem isn't going to get much bandwidth from them.

Long term, when crap like this continues, a company like Voom gets a reputation like Comcast!!!! If for some reason I was ever to think about going back to Voom, what am I most likely to remember? What happens when someone asks me my opinion of them as a service provider??
John Anthony
and Gus, the 22# Wonder Cat
E* since ‘96

#5 Guest_rkr0923_*

Guest_rkr0923_*
  • Guests
Joined: --

Posted 20 August 2004 - 08:02 PM

you can tell who the voomer is eh....sheeesh

#6 OFFLINE   JM Anthony

JM Anthony

    Child of the 60's

  • Topic Starter
  • Gold Members
  • 3,126 posts
Joined: Nov 16, 2003

Posted 03 September 2004 - 07:40 PM

We pulled the plug a month ago coincidental with the end of our billing period. I'd confirmed all of that with Voom before we set up the uninstall date. Well, yesterday I get not one, but two billing statements from Voom for service after we pulled the plug. When getting service and getting service related questions answered while our account was active, my experiences with Voom were all very positive. Heading out the door, it's been just the opposite.

They couldn't get me connected with customer service initially (all lines busy dealing with other customers). So I call back. No queue so the triage dude told me he'd try one more time and then I'd have to call back later. (How much does that suck.) Well, as luck would have it he gets me connected but the guy I talk with is a total dufus.

While my billing statement clearly says what's being billed to my credit card, this guy tries to tell me it's something different. I ask if he's looking at an image of my last two bills and give him the billing dates. He tells me he is, but nothing he says matches up with what I'm looking at. I go on and off hold a couple of times while he tries to do some "research" but still no dice. He wraps up the conversation by saying someone else will have to research my account. So when can I expect a call back - 48 to 72 hours.

Why can't more businesses remember that how you treat customers when they are leaving leaves a lasting impression that oftens gets shared with others. This isn't rocket science. It's customer service 101.


Fast forward two weeks. Another billing statement! More charges!! But not the promissed follow up phone call. A frustrating 40 minutes on hold just to talk with some bozo who tells me he can't take care of the problem, he can only escalate it. They solve these problems in New York!!!

Got an e-mail address I can use to elevate my complaint? Can't give out that information, but he did give me the CEO's name and address. (How f**king stupid is this!) Told me he'd escalate my problem and "someone" would give me a call back. I told him to shove it!! Now that we know their system doesn't work why should I expect someone other than the guy I'm talking to to call me back. So I gave him my number and told him to call me back when he had my problem fixed.

This must be part of Voom's business plan to get to the black.
John Anthony
and Gus, the 22# Wonder Cat
E* since ‘96

#7 OFFLINE   JM Anthony

JM Anthony

    Child of the 60's

  • Topic Starter
  • Gold Members
  • 3,126 posts
Joined: Nov 16, 2003

Posted 12 September 2004 - 03:35 PM

Latest update: Another week plus and more frustrations. Voom's e-mail service for trying to handle customer service issues is a joke. You have to post your reply in a specific way or all you get is an automated response saying you screwed up. HOW STUPID!!! Finally get another call from an "escalation specialist" who says he's looked at my account and figured out that most recently, insteading of giving me a credit of $54, they charged my credit card that amount. Can he fix the problem?? No only someone else can. Can he tell me who that person is? No, that's confidential. Can he give me their e-mail address? No, that's confidential too. How 'bout the CEO's e-mail address?? No, that's confidential also. Will someone PLEASE call me back to let me know that the problem has finally been fixed?? He'll put that on my complaint. What a sad, sad, joke these guys are.

I used to be really down on TCI, AT&T, now Comcast customer service, but I had Internet access problems this weekend and they dispatched a guy out on Sunday who took care of the problem quickly and professionally. The CSR who helped trouble shoot the call, give me four days of billing credit without my even asking. I got the Sunday service appointment because the CSR wasn't comfortable with me waiting until Tuesday since I'd had problems over several days. Now THAT's customer service!!!
John Anthony
and Gus, the 22# Wonder Cat
E* since ‘96

#8 Guest_Rich B_*

Guest_Rich B_*
  • Guests
Joined: --

Posted 13 September 2004 - 03:40 PM

I can really sympathize with your situation. I used to be a Cablevision customer and you are describing their system of customer "service" to the l-e-t-t-e-r. It would appear that it's even the same group of folks that answer the phone when you call.

Good Luck.

Rich B.

#9 OFFLINE   JM Anthony

JM Anthony

    Child of the 60's

  • Topic Starter
  • Gold Members
  • 3,126 posts
Joined: Nov 16, 2003

Posted 13 September 2004 - 10:20 PM

I finally had enough when one of their CSR's phone me tonight to let me know that they knew I had a complaint. I asked her if she could fix it. No, she could only escalate it. So I asked her why the f**k she was calling me at the dinner hour if she couldn't fix the problem. She just wanted to make sure I knew they knew I had a complaint. I waited until I had cooled down and then I phoned my credit card company and disputed all of the charges.

The $150+ wouldn't have broken our bank account, but I was absolutely fed up being treated by their indifferent, incompetent staff. Later this week, I'll send their CEO a nice toasty note with copies to my state AG and Michael Powell at the FCC.

The customer service staff at Voom are a joke to work with. Their management practices totally suck. I directed customer service operations for a group that supported 180,000 accounts and we never would have treated a customer the way these bozos treated me.
John Anthony
and Gus, the 22# Wonder Cat
E* since ‘96

#10 Guest_oky_*

Guest_oky_*
  • Guests
Joined: --

Posted 15 September 2004 - 05:56 AM

vooms dead

#11 OFFLINE   Mike D-CO5

Mike D-CO5

    Hall Of Fame

  • Registered
  • 3,099 posts
Joined: Mar 11, 2003

Posted 15 September 2004 - 11:34 AM

R.i.p

#12 OFFLINE   JM Anthony

JM Anthony

    Child of the 60's

  • Topic Starter
  • Gold Members
  • 3,126 posts
Joined: Nov 16, 2003

Posted 15 September 2004 - 10:24 PM

Two days ago, Jeannie, the CRS I last spoke with promissed someone would give me a call. She said she would personally follow up with it as she knew had frustrating this had become. Well, my phone hasn't been exactly ringing off the hook. I'm home recuperating tomorrow so I'll have plenty of time for letter writing!!

Their billing practices exemplify a company ready to go belly up. RIP Voom.
John Anthony
and Gus, the 22# Wonder Cat
E* since ‘96

#13 OFFLINE   JM Anthony

JM Anthony

    Child of the 60's

  • Topic Starter
  • Gold Members
  • 3,126 posts
Joined: Nov 16, 2003

Posted 16 September 2004 - 09:05 PM

Enough is enough.

Attached Files


John Anthony
and Gus, the 22# Wonder Cat
E* since ‘96

#14 OFFLINE   txcruiser

txcruiser

    New Member

  • Registered
  • 2 posts
Joined: Mar 08, 2004

Posted 18 September 2004 - 08:34 PM

The day you cancel Voom you should also cancel your Credit Card.
Trust me on this. I speak from experience.

#15 OFFLINE   JM Anthony

JM Anthony

    Child of the 60's

  • Topic Starter
  • Gold Members
  • 3,126 posts
Joined: Nov 16, 2003

Posted 28 September 2004 - 12:24 PM

This finally got resolved on 9/27 with a phone call to my voice mail apologizing for all of the problems and letting me know that our credit card account had been correctly credited. A six week or so odyssey and I don't know how many phone calls and several letters later.

[rant=on] These guys have absolutely the worst customer service ethic. While the person who left the voice mail at least left her name (first and last), she didn't leave either her phone number or the amount my account had been credited, so I needed to make yet one more call to track down this person and make sure the corrections were accurate.

She was the only person who actually followed through and got the problem corrected. The other two people in "the escalation dept" who said they'd do that and said they'd get back to me to let me know the problem was corrected obviously didn't. And for them, I hope they rot in hell! [rant=off]

One tidbit that I did pick up along the way from my bank. Even though you think you've cancelled autopay, a company can still continue to bill you and you have to formally dispute the charges to have a shot at getting it resolved. The Bank of America rep. I spoke with said it's one of the issues they are trying to change with Visa, but they are not there yet.
John Anthony
and Gus, the 22# Wonder Cat
E* since ‘96




Protected By... spam firewall...And...