VMedia Installation Frustration.
I confess, I am doing a combination of recounting my experiences and venting..
I decided to cut the Rogers cord a month ago and am already really regretting my decision..
.....I can almost hear the Rogers CSR lurkers gloating as I type this.
I decided on Vmedia as my ISP and gave them a 21 day notice. The first inkling of a problem was when I signed up..The Rogers termination code on the vmedia website is identified as optional, but I got a call about 3 days later from a CSR who insisted that I had to provide the number immediately. I called rogers, dealt with the 20 minute automated hold sequence and the pushy CSR's trying to convince me of the error of my ways..I got the number and promptly emailed it to vmedia. Later that day, I get another call from vmedia later that day demanding the number. I seriously don't have the time for this..I told her to check her email....She insisted that she couldn't do that and that I had to look it up and read the number to her!! Seriously? Um..okay...Eats into my work-time to spoon feed them and makes them look totally inefficient...especially when I ended up getting an email reply 6 days later indicating that they had FINALLY read my email. Now I know why their CSR's aren't answering the phones....more on that later.
When I finally got the confirmation of installation from vmedia over a week later, none of my selected times were accepted..Rogers have instead hung me up for a whole day...Look, vmedia.. I get that you are stuck with having the Rogers guys do the install, but tell me again why you asked me to select a time slot if you know Rogers won't consider it? It makes you guys look like powerless puppets...which may be true under the sheets, but is something you might want to hide rather than put on your webpage.
Sooo anyway..it looked like the stars would align..I didn't get my time slots, but I got one of the 3 days I asked for. Rogers is due here tomorrow. things are looking good.. Oh, but wait...VMedia shipped the hardware via fedex. Do you think it would go out 21 days ago, on the date I ordered it? Nooooo!!..They ship it out on the date the installation is confirmed..and they use Fedex GROUND so it arrives too late for the install. Awesome! Because spending the day on the phone with fedex trying to get my hardware delivered will be a great time killer while I wait for the Rogers guy!!
When I originally got the install confirmation, I thought things were going well so I decided to get Vmedia set up at my daughters college rental. I filled out the form online a week ago and asked for an install of Sept 2-4th. The webpage indicated this was doable...awesome!!..Just to be sure, I indicated that the install is urgent in my application and then I called to indicate, again, this was very urgent..While my hardware for my first install languishes in the back of a fedex truck somewhere, my request for the second install has descended into a similar void. At this moment, 2 days away from my first chosen date, I have received no confirmation of anything...
So in addition to chasing fedex's butt tomorrow trying to track the hardware plus waiting all day for the Rogers guy to show, I get to spend the day trying to find another isp to set the internet up at the second location for Tuesday. And no, vmedia has not shipped hardware for the second location yet either... but if the Rogers guys suddenly makes themselves available on one of my dates, apparently there is some Vmedia guy driving around with spare hardware in his truck and he can drop it off...funny that the CSR didn't offer that option for me, for tomorrow....
Oh, but that is not even best part..Just tried to get in touch with vmedia... I had to call 12 times tonight and had been in the queue cumulatively over an hour trying to find out what the heck is going on with these 2 installs. Every time I get to the first in the line position in the queue, I get bumped to voicemail and would have to dial back in. Seriously, it took me 72 minutes to get a CSR..
When I finally got a CSR, the excuses were many and varied.
First, Vmedia doesn't ship the hardware you bought until the installation is confirmed...Seriously? Call me old school, but if you buy hardware anywhere else off the internet, don't you get it shipped on date of order?
Second, they "hope" the hardware gets to the customer on time, but once it hits the domain of fedex ground, you are on your own, here the number..Vmedia doesn't bother checking to see if you will actually get it on time.
My final beef is, escalation procedure? What escalation procedure? When you choose a date, don't hold your breath to get information from vmedia/rogers one way or the other. There is no escalation procedure to get Rogers to move on an urgent install. If Rogers doesn't email vmedia to confirm, you don't hear anything. The date blows past, there is no email from Vmedia to reassure you that they are on it, no estimated time frame. You could be hung up for a month with no contact from anyone. Oh, I am not entirely exaggerating...The Vmedia CSR I spoke to tonight tried to reassure me that it wouldn't be a month, but she wouldn't narrow it down either..
You will have to excuse me now. While I have a ton of recommendations on how Vmedia could improve customer service by shipping sold product, timely email followups (even just to say "no news, but we are monitoring this for you), Customer record integration with the email system and more CSR's to handle call volume, I can't stay online..You see, .I have about 3 hours before my internet service is toast and because of the missing hardware, I have no clue if I will get service back before the weekend ends. I have to use these few hours to find another company to get me service at the second location for Tuesday. Yeah, it looks like I have to call Rogers to get one of those damn sticks...could someone stop that Rogers lurker from laughing please?
If things with Vmedia get better, I will be back singing their praises.....
...So, how are your plans for the long weekend shaping up?
Last edited by Dr.Dave; 2013-08-30 at 10:09 AM.
Reason: moved to existing thread