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mogamer

join:2011-04-20
Royal Oak, MI
reply to pparks1

Re: Billing system--let's get this straight

said by pparks1:

@Adam, with respect to no customer service and outsourcing of everything....

When I called the other day, I waited 50 minutes, but when the person came on the line they were quick, helpful, knew exactly what I was asking for, and handled the problem just like always. I didn't have the feeling whatsoever that this person was new, or reading from a script. They didn't have to put me on hold to check anything, etc.

Yes, but you still had to wait 50 minutes to talk to someone. That is totally unacceptable. And then Adam mentions that he was told that things would be working right this coming February. So we must wait another 2 months? Once again, totally unacceptable.

We're only told part of the story and since Dan was promoted and kept quite busy, there has been no mention of a dedicated replacement for him. Since Dan only works technical issues anyway and the phone support is poor, WOW! should have a billing/account specialist look at these forums too. This customer service change-over problem is pathetic and I have a sinking feeling that it won't make things better for WOW!'s customers.

hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

How does a billing upgrade lead to longer wait times. More hiring means the wait is because of lack of workers. What happened between the last day of the old system and the first of the new system that all of a sudden more workers were needed?

Layoffs? Outsourcing? Oh wait, they almost doubled (or did?) when they bought broadstripe and knology, and they failed to realize more support would be needed.

Guys let's buy a few companies, merge them over, and right when they learn our system, change it. Oh, and to maximize efficiency let's do it during the holidays.


Matt7

join:2001-01-02
Columbus, OH
Reviews:
·AT&T U-Verse
·Insight Communic..

said by hudiat:

How does a billing upgrade lead to longer wait times. More hiring means the wait is because of lack of workers. What happened between the last day of the old system and the first of the new system that all of a sudden more workers were needed?

Layoffs? Outsourcing? Oh wait, they almost doubled (or did?) when they bought broadstripe and knology, and they failed to realize more support would be needed.

Guys let's buy a few companies, merge them over, and right when they learn our system, change it. Oh, and to maximize efficiency let's do it during the holidays.

New billing system means agents have to memorize new routines to help customers.. which causes delays if everyone is not up to speed on the systems.. Billing system is likely tied to their CSR Tools for troubleshooting and also for account documentation (not sure what WOW uses but when I did support for another cable provider years ago we used an application called ICOMS and we had to document EVERY Customer contact even if it was a simple non account related question) so if their having to log your account to answer your question on pricing etc.. and are having to jump thru "new screens" it would cause a delay... and every minute of delay means another person has to wait a minute longer in queue...

Hiring more people means that there are more FTE's to answer your calls during peak times which will bring down wait times.. etc.

hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

I get that, but by the time they train new people wouldn't the originals be trained enough to reduce queues anyway? Again how is adding to the labor cost and increasing wait times an "upgrade".

Who "wins" in this situation. Wows employees are probably stressed, wow labor cost going up atleast in the short term, customers are annoyed, and has their been 1 positive outcome?

Hiring additional staff is usually what this kind of upgrade is made to prevent. Increase efficiency, cut labor costs.

I feel sorry for anyone from knology and broad stripe who got bought out, and now get this situation as their first impression of their new company.this alone is reason wow shouldn't have done anything. System wide change while buying other companies and systems, trying to merge them while upgrading, it's just too much to do at once.


pparks1

join:2002-01-01
Westland, MI
reply to hudiat

said by hudiat:

How does a billing upgrade lead to longer wait times. More hiring means the wait is because of lack of workers. What happened between the last day of the old system and the first of the new system that all of a sudden more workers were needed?

As I was told, the new billing system caused so many problems with bills, channels, service, caused outages, problems, etc...that they always have 200+ people waiting on hold at any given time. Thus it's taking much longer than normal to answer the calls.

hudiat

join:2011-10-13
Reviews:
·Time Warner Cable
·WOW Internet and..

Again, unless they are training new people faster than they can fix the issues, it's pointless. What happens when they do get back to normal? Are all the newly hired people out of work? The fact that they are hiring more means they think they can train them before the issues get resolved, which means we can expect issues a lot longer. They wouldn't hire and train new people if the issues were going to be fixed in a week. Their internal eta of solving this is long enough to justify new hires on this scale means something is screwed up more than they are letting us know.

Once the billing system is in place and everyone trained they will be more efficient and quicker at working with customers than before, otherwise why even do it, so when that happens they will need less employees than before this started, so all the new people are just gone? If they keep 250 employees on board that's a huge chunk of change, how can they not pass that cost on the users.


Gerard1234

join:2012-04-03
Reviews:
·Comcast
·WOW Internet and..

Went online to check my bill and it is 397.64. Called and could not get through of course. I closed my account December 4th and my account was prorated from Nov 15 to Dec 15 I made payment with Comerica Web pay and they never applied it. They also just kept the account open even though I turned in the equipment and charge me with something I do not have. Now they are going to turn it into collections it says on the bill. My friends having the same problems with WOW too. Never do business with them again.


slyphoxj

join:2002-06-23
Brook Park, OH
Reviews:
·ObiVoice
·WOW Internet and..
·magicjack.com
·Callcentric

said by Gerard1234:

Went online to check my bill and it is 397.64. Called and could not get through of course. I closed my account December 4th and my account was prorated from Nov 15 to Dec 15 I made payment with Comerica Web pay and they never applied it. They also just kept the account open even though I turned in the equipment and charge me with something I do not have. Now they are going to turn it into collections it says on the bill. My friends having the same problems with WOW too. Never do business with them again.

Your only hope may be to go down to your local WOW office and get it resolved if you don't have the patience to wait almost an hour on hold or keep fighting busy signals .

If and when we decide to go to Time Warner at my place, I'm going to just take the WOW boxes and just head down to my local WOW office before I go to work and tell them to disconnect service after Time Warner does their install. I'm not going to even bother calling.

adam1991

join:2012-06-16
Columbus, OH
Reviews:
·WOW Internet and..

said by slyphoxj:

If and when we decide to go to Time Warner at my place, I'm going to just take the WOW boxes and just head down to my local WOW office before I go to work and tell them to disconnect service after Time Warner does their install. I'm not going to even bother calling.

And be sure and get a receipt for your equipment, and keep that receipt forever. Scan it to your gmail. Something. Never let it go. I've heard of too many horror stories about cable companies not keeping good track of things and sending accounts like yours to collections despite your having returned the equipment.