Archived from groups: alt.tv.tech.hdtv (More info?)
As much as I want this company to succeed, I had hoped it would get
better. Perhaps my experience is unique...regardless, here is a
transcript of my short, happy, but ultimately tragic experience with
Voom...
Sent: Tue 6/22/2004 10:25 PM
Subject: Voom Satellite
I thought I would share a humorous (but ultimately tragic) story
concerning VOOM. As you know, I have been trying desperately to get
VOOM to TAKE money from my account. Tonight, I called them for the
seventh time. I should note that this is only the third time which I
have actually got to talk with a live person. On attempts 3 through 6,
I was on hold for so long that THEIR system disconnected me. I can
tell you from experience that there is very little that is more
frustrating than that. Anyhow, after about a 10-15 minute wait (I have
a cordless phone and headset; which is a sanity saver for long hold
times), I tell the representative that they have never successfully
charged my account for service and that I have unsuccessfully
attempted to call about the issue on six other occasions.
------------
Representative: "I have bad news, the card has been rejected. You owe
us four months in charges."
Me: "Yeah, that is what I am calling about. Can you verify the account
information?"
"All we can see is the last four digits. Do you have the credit card?"
"Yeah, but it is a bank check card. It has a VISA logo though." <- In
hindsight, this was WAY too much information
"Ah-ha, that's the problem, it has to be a REAL credit card."
"Uhm, I thought it was."
"No, do you have another credit card that we can use"
"No, this is the only card I have, but I have bank bill pay, I will
log on and have the bank send you a check."
"No, sorry, we only accept credit cards. <awkward silence> Let me
check with my supervisor. <on hold> Okay, we are going to reenter the
check card information. Your expiration date is 11...?"
"11/04"
"Do you mean 11/31/04?"
"Well it says just 11/04 on the card, but I imagine that means it is
good until the end of the month."
"Yeah, I think it is 11/31/04. <background sound of supervisor saying
DON'T enter the day> Oh, apparently that may have been the initial
problem. 11/04"
-----------
How much do you want to bet that this still isn't corrected.
Sent: Fri 7/2/2004 5:56 PM
Subject: RE: Voom Satellite
I was wrong. They debited my account last night...twice...each time
for 4 months of service. Holy cow.
Sent: Fri 7/2/2004 6:06 PM
Subject: RE: Voom Satellite
They told me that it is because I use a debit card. This has to be
the dumbest thing I have ever heard. "For some reason when customers
use a debit card it charges twice." WHAT?!? I had no recourse except
to say that I will have to call my bank tomorrow.
Sent: Fri 7/2/2004 6:14 PM
Subject: RE: Voom Satellite
I canceled. I asked to talk with a manager about this, was put on
hold and then the operator came back and told me that the manager
said, "He was too busy now and that he would basically say the same
thing.". I told her to get her manager now.
As much as I want this company to succeed, I had hoped it would get
better. Perhaps my experience is unique...regardless, here is a
transcript of my short, happy, but ultimately tragic experience with
Voom...
Sent: Tue 6/22/2004 10:25 PM
Subject: Voom Satellite
I thought I would share a humorous (but ultimately tragic) story
concerning VOOM. As you know, I have been trying desperately to get
VOOM to TAKE money from my account. Tonight, I called them for the
seventh time. I should note that this is only the third time which I
have actually got to talk with a live person. On attempts 3 through 6,
I was on hold for so long that THEIR system disconnected me. I can
tell you from experience that there is very little that is more
frustrating than that. Anyhow, after about a 10-15 minute wait (I have
a cordless phone and headset; which is a sanity saver for long hold
times), I tell the representative that they have never successfully
charged my account for service and that I have unsuccessfully
attempted to call about the issue on six other occasions.
------------
Representative: "I have bad news, the card has been rejected. You owe
us four months in charges."
Me: "Yeah, that is what I am calling about. Can you verify the account
information?"
"All we can see is the last four digits. Do you have the credit card?"
"Yeah, but it is a bank check card. It has a VISA logo though." <- In
hindsight, this was WAY too much information
"Ah-ha, that's the problem, it has to be a REAL credit card."
"Uhm, I thought it was."
"No, do you have another credit card that we can use"
"No, this is the only card I have, but I have bank bill pay, I will
log on and have the bank send you a check."
"No, sorry, we only accept credit cards. <awkward silence> Let me
check with my supervisor. <on hold> Okay, we are going to reenter the
check card information. Your expiration date is 11...?"
"11/04"
"Do you mean 11/31/04?"
"Well it says just 11/04 on the card, but I imagine that means it is
good until the end of the month."
"Yeah, I think it is 11/31/04. <background sound of supervisor saying
DON'T enter the day> Oh, apparently that may have been the initial
problem. 11/04"
-----------
How much do you want to bet that this still isn't corrected.
Sent: Fri 7/2/2004 5:56 PM
Subject: RE: Voom Satellite
I was wrong. They debited my account last night...twice...each time
for 4 months of service. Holy cow.
Sent: Fri 7/2/2004 6:06 PM
Subject: RE: Voom Satellite
They told me that it is because I use a debit card. This has to be
the dumbest thing I have ever heard. "For some reason when customers
use a debit card it charges twice." WHAT?!? I had no recourse except
to say that I will have to call my bank tomorrow.
Sent: Fri 7/2/2004 6:14 PM
Subject: RE: Voom Satellite
I canceled. I asked to talk with a manager about this, was put on
hold and then the operator came back and told me that the manager
said, "He was too busy now and that he would basically say the same
thing.". I told her to get her manager now.
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