1 edit | Poor Customer service from WoW I had the worst customer service from wow two times in a row. Ive been with wow since 2009 and never had a problem until now. I had a standard cable box that had issues with VOD and needed to be replaced. Tech came out in june of 2011. Tech gave me a HD DVR because he said the standard boxes have issue with VOD because of not enough memory in them. The box I had I was getting free every month with a credit. Tech swapped the box and I called in to make sure I got this one free too. Rep said normally they cant credit HD boxes. But since Of all the issues with the standard boxes she said not a problem to add credit.
In October 2011 I called to add HD service to my account. Rep removed my HD DVR box to add the service and I would be charged $7 a month for the box. With the bundle pricing going up I called in to remove the HD and put my box back to free with credit. Rep I spoke with said in order get a free box I would have to swap it out because they don't off free HD boxes. I was like i had this box in june added to account for free. She said she couldn't see that on the account. I was like do you see in june a tech came out to swap my box? She goes yes.
Then she goes in October I see a HD box was added with HD service. I said yes I had my box removed and added back to get HD. To prove that I asked if I added HD box in October how did I get the box if I never had a order for a tech to come out for a swap. She goes I don't know but I have to have a tech come out to swap this box to get it free. I was Like whatever and get some one out to do it then.
So on 1/16 a tech was to come out between 7 and 8pm. I get a call at 7:26 to say a tech will be here at 7:40. So 7:40 came around and no tech, 8pm no tech and then 8:45 and NO tech. I called wow to find out what the hell is going on. Rep said my order was completed and closed out. I was like what? How did a tech show up and swap my box with out me knowing. Rep placed me on hold for 10min and came back with a answer. He goes I found out that wow isn't giving out standard boxes in my area anymore and HD boxes are standard now. So they Disabled my HD service and added my box for free. So When I called in a week ago to do this over the phone why couldn't the rep just do it? With the rude rep On the phone not helping me and a so called tech coming out that never had to just pissed me off. Be nice if wow would of called me to say they weren't coming out to do this. |
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| You know, I never really complained about it because it was the least of my worries at the time, but I had a string of techs recently and none of them were on time. I dont mind missing the window planned, things happen, but the personal call saying 15 minutes away, then an hour passes before a tech shows up was too long. Not here to complain per se, just comment that I experienced issues also. I hope these are issolated issues, and a sign of wow turning into just another cable company. |
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| I can understand a tech being late but they should give you a call say they are running late. But when I called in and found out a tech wasn't even coming when I was told they were. I was pretty upset that I wasted 2hrs for nothing. |
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td854
join:2011-07-06
Lewis Center, OH | reply to srtdodge05
We had a large string of issues as well but I'll try to summarize as much as possible.
First issue-
OnDemand issues (HD-DVR,) swapped box, extreme pixelation, replaced house cabling, extreme pixelation still (good signal both times,) replaced box, problem solved. First appointment 1hr late (after a 3 hour window), second appointment 1hr late (after a 2 hour window.)
Second issue-
Modem drops connection heavy usage and doesn't reconnect without a power cycle during. Modem swapped out twice, signal's fine. I ask repeatedly to get a different type of modem but they won't give the DOCSIS 3.0 modem because it's "in limited supply," and don't have any other type of modem. Asked if we could go to the office to pick up the modem if we upgrade to the higher speeds and they say no because it requires special software setup. We upgrade to the 30/3 plan and they come out, guy doesn't know a thing about the modem so I had to set it up myself. (2 hours late arriving after a 2 hour window)
I would also like to note that it seems like the good majority of these HD DVRs are poorly handled. I don't know if these techs just don't understand how hard drives work or what but they handle them like they would a book. Hard drives are fragile you can't just drop these boxes and expect them to not end up with bad sectors and corruption and that's exactly what is happening. The tech told me all the boxes are refurbished which is fine if they're thoroughly checked but it seems like 1/5 boxes will perform all functions fully without any problems and that's if you're lucky. On the bright side the DOCSIS 3.0 modem is very nice, very stable and obviously very new considering it has a USB 3.0 port. It's also 8 times the size of the modem I had on the 15/2 plan and you know what they say... bigger is better.
Regardless of all the previous problems I'm fairly satisfied now. The only thing that would truly make me happy is the whole home DVR and most especially; if the 30/3 plan changed to 30/6 and the 50/5 plan changed to 50/10 like WOW's competitors.
Edit: one thing I forgot to mention: ALWAYS ASK FOR A SUPERVISOR OR UPPER LEVEL TECH IF THE ONE YOU'RE CALLING ISN'T HELPING. |
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