VooM Rocks - OTA Install Hell...
I live outside
Fredericksburg, VA (51 miles from Richmond/55 miles from DC broadcast towers) and My VooM was installed on 4/16/2004. Here is my (early) overview of the installation process:
VooM Satellite - installation was fast, friendly, and professional; installer was well qualified, knowledgeable, and even had VooM experience. He did an excellent job. Grade: A+
VooM Programming – lots of HD…love it! Of course, I have not been watching VooM Exclusive HD channels long enough to form an objective opinion regarding their “content” at this time. Grade: A- (tentative)
VooM PQ – had some minor, sporadic quality issues that have been noted in other posts. When the PQ was off (softness, artifacts, etc.) they were quite noticeable. However, most of the time I experienced excellent PQ on all the channels. I am willing to cut VooM some slack over the next month or two. Grade: B :up
VooM Sound - did not experience any sound/stutter problems; Dolby Digital was rock solid and sounded excellent through my Yamaha A/V receiver. I noticed the STB would sometimes lock-in on a channels sound track while I was channel surfing. I found this to be annoying and, perhaps, why I locked up the STB. Grade: B+ (need to resolve some mysterious STB/software issues)
VooM STB - old software was very annoying with its 5-6 second channel changes. However, new software was downloaded overnight and it was a huge improvement. Having said that, I experienced one lockup over the weekend and my channel surfing is in slow motion due to my fear of freezing and having to reboot the box. Overall, I am content with the hardware/software at this point. My Mitsubishi doesn’t have DVI so hookups were done via component cables and optical audio. Bring on the firewire! Grade: C-
VooM Remote Control – nothing especially good or bad about it, but I’m glad I have an MX-700. Grade: C
VooM Programming Guide – this is my first experience with satellite and, since I refused to subscribe to Adelphia’s digital cable garbage, I have nothing to compare it to - it works. Grade: C
VooM Customer Service – except for one individual, the CSRs were always very friendly and appeared to be genuinely concerned with my OTA problems. Most of the CSRs seemed to know what they were doing and/or could point me in the right direction. Grade: A-
4/30/2004
VooM OTA – big, big, big nightmare!
Installer did not bring my preauthorized Winegard PR-8800 on 4/16/2004. I was given preapproval for the upgraded PR-8800 on 4/5/2004 by VooM, Installs Inc. and the local installer Datalink. I was very proactive in this matter – arrgghh! I once again called VooM, Installs Inc. and Datalink on 4/16/2004 and was reapproved for the PR-8800. Ok, although the installer was indeed an outstanding Sat Guy, by his own admission he knew next to nothing about antenna installation outside the Stealth. Plus, even if he did have my antenna (according to Installs Inc. the installer is supposed to carry an upgrade antenna and mounting hardware to every installation), he didn’t possess a signal level meter. I would expect all VooM installers to possess an all-channel analog and digital signal level meter and be able to walk the roof, if necessary, in order to find the best place to install an antenna - heck, I purchased my own digital signal meter last year!
Installer asked if I wanted to use my antenna – I said NO!
I use my antenna to pull in DC/Balt. stations and the VooM antenna will be used to pull in the Richmond stations. After all, the VooM programming guide displays both DC and Richmond locals for my zipcode and Adelphia provides both locals as part of its basic broadcast service. Why should I expect anything less? Anyway, I temporarily hooked MY existing antenna (CM-4228 w/CM-7775 preamp) to the VooM STB and pulled-in the same stations as my Mits w/internal tuner (does not have a signal meter). I like the fact the VooM STB has a built in signal meter, however I thought the picture looked better with my Mits. Anyway, no OTA antenna work was performed and the installer did not leave me the Stealth since he would be back out with my PR-8800 at a later date.
2nd Install 4/21/2004: morning install (0800-1200) – installer called me at 0900 to tell me he has a “hot” job up north (near the DC area) and that he couldn’t make it out to the house in the pm. He told me I could go to work and that he would meet me back at the house at 1700. Of course, since I start work at 0600…I would still miss another ½ day of work.
In other words, I was blown off for a "good paying" job!
3rd Install 4/21/2004: installer shows up at 7:40pm (right at sunset). Although he had the PR-8800 antenna, he doesn’t have the mounting hardware nor does he have a clue how to mount the antenna…doesn’t even know where to point it!
4th Install 4/29/2004: Install Inc./VooM arranged for an install with another company after my numerous calls, complaints, etc. Installer was 2 hours late, did not bring my PR-8800 antenna (had a Stealth and something called a Sensar???), wants to hook up the antenna with a diplexer, wants to charge me to run a second coax, generally doesn’t have a clue how to install an antenna – spent an hour and fifteen minutes on the phone with Installs Inc./VooM, installer leaves while I am on the phone – miss another half-day of work. Needless to say, I called 21st Century Communications (local install company) dispatcher on 4/26, and again discussed this matter with the install tech when he called to confirm my appointment on 4/28/2004 - I clearly atriculated my OTA experiences and concerns. I was assured the tech would have the PR-8800 antenna and all necessary equipment. I am not a happy camper!
Installs Inc. is now telling me the installer must first use the Winegard Sensar (no model number on box) which is the new standard upgrade antenna. At this point I am forwarding my 12 pages of notes to senior leadership at Installs Inc. and VooM - this OTA madness cannot continue. For the record, I installed my own antenna last year and I know how difficult, time-consuming, and expensive it can be to properly install a deep-fringe antenna - I was perfectly willing to spend a reasonable sum to compensate the installer, however at this point I will not spend a dime.
Ok, besides the obvious "communication failures" I have noted with VooM/Installs Inc/Etc., IMHO the biggest problem are:
1. Installers are not properly trained for OTA
2. Installers are not properly equipped for OTA outside of Stealth/Diplexer
3. Installers don't know how to price a job based on items 1-2
5. IMHO Installers are not adequately compensated (see below)
Grade: F- (horrible, terrible, wretched! I can’t get an antenna and I can’t get it installed. I don’t feel my antenna will ever be professionally installed. However, I will give VooM, Installs Inc., and their multiple levels of subcontractors an opportunity to redeem themselves...or I will make their lives just as miserable in the process :river
VooM Installation Process – Ok, by in large VooM and Installs Inc. are doing a pretty good job with the dish install…however, multiple levels of subcontractors, and a overall general overall lack of OTA experience, is killing Quality Control and, thus, the Installation Process. Again, IMHO VooM just isn’t paying enough money to attract experienced OTA professionals! It's just this simple: $25 increase for Stealth installs and double the install fees for those requiring a PR-8800 and you’ll see a dramatic increase in quality installation. Grade: F+
