US Cable Support > W.O.W. > Apology from WOW received via email tonight

Apology from WOW received via email tonight

Although I did not receive that email (yet), I respect someone who is able to humble themselves and say, "Sorry." Sometimes a sincere apology is better than just about anything.

I'm suspicious of the timing. Why did it take weeks before we got this?

I appreciate the effort, but send it out on a day when everyone will ignore it heading into a long holiday weekend.

We give thanks we can serve you as a customer? Then why haven't they fixed the issues going on for months. Just under a billion dollars can go a long way and fixing on going video issues should have been more important than buying knology.

She apologizes for the billing and bad support, but no mention of the actual service issues on going.

reply to parkut
I've said it once and I'll say it again, this means nothing to me. What if I my work had an accounting error and couldn't process my paycheck in time due to a software upgrade? Do I get to call WOW and tell them their bill won't get paid this week. I'm so sick of the mentality that it is perfectly OK for service providers to give a "best effort" quality of service but expect payment in full regardless. It pains me to say this - but I wouldn't mind the government stepping in to protect consumers and permit us to pay a prorated bill based on service outages. While the apology may be sincere - unless WOW sustains a financial impact for offering subpar service, then they will continue to offer a "best effort" quality of service, rather than a quality of service that directly affects their profitability.

reply to parkut
I still didn't get one.

I received the email, but my services are now worse.. CableCARD not validated all over the place on digital channels, internet is hit or miss whether I can get to YouTube streaming or Play store downloads, HBO and HBOGo - Gone.. WTF!! This is becoming quite annoying.

reply to parkut
I got the apology last night as well.

But I wonder are they going to give everyone a service credit or only for the people who call in to complain?

If they were truely sorry they would just give it out to everyone.

I have received generous service credits in the past, but that doesn't solve the problem. It seemed to function as a band-aid at the time, but now, here I am with another issue (or the same issue, I just don't know), and no solution. My issues have little to do with the billing conversion, as they existed before that happened. So, from my point of view, I'd simply be happy with a truly fixed issue, and perhaps an adjustment in attitude. I am not getting that "award winning service attitude" from most (not all, most). Although I suspect that is because I just won't accept the responses that I'm receiving from them, and as such, I've become a thorn.

reply to hudiat
I agree, they need to apologize for the down-time over the past few days and offer everyone some sort of a credit (free ppv or bill credit). I have been very frustrated with the service over the past few months.

reply to parkut
Got my apology email. As I have said I would really be curious to know what went wrong with the new phone system to cause the issues. I'm sure it was a lot more than personnel adjusting to a new system.

I have had no service issues to speak of in the last month like many others are reporting so the letter was fine for me. Of course if they want to issue credits, I won't say no .

My service is fine, but my latest bill is all messed up. Charged for a ppv I did not order and credits moved around for lesser amounts. Tried to call, but don't have 45 minutes to sit on hold - very frustrated

reply to parkut
I just got my latest bill and of course every discount has dropped off. Tried contacting Customer Support and was on the phone for just under 2 hours. Got absolutely no response. Their automated system kept going around in a loop, literally. Several times in between it hung up on me. After nearly 2 hours of frustration trying to talk to someone, I got nothing but a busy signal.

I ended up submitting an "email" to their support in hopes that someone will read and respond to my request to get my discounts put back onto my account. If I can't get to a human being and get this resolved, I'll have to try going with their competitors.

They used to have the finest customer support, but now very poor management and implementation of their system makes me wonder where they are headed from a customer service standpoint. I used to have Comcast and the only reason I switched was because of their poor customer support. On the other hand I never had to wait 2 hours and get hung up on several times. Guess we'll see what happens.

reply to keknapp

Thanks for the addresses. I was wondering about where I could go to interact with an actual human. Guess I'll end up doing that on Monday.

Re: Apology from WOW received via email tonight

reply to adam1991
Well, I have visited the local office and was not impressed. I expect the same level of service that I have received from all other providers that I have had over the years. If you like to do all your business in person, that is your choice but not mine. When parts of their service is down for several days in a row I would expect some sort of update on the corporate website or the ability to call and get some answers. WOW has a rep of being a service friendly company, haven't seen that side of them lately. The service center lines still ring busy most of the time and if you do get thru you wait upwards of 1 hour for someone to answer.

So, feel free to drive to a retail location, but I dont feel I should have to do that just to get an update on a possible system wide issue. It seems to me for what we pay per month we could get some answers via email/phone, this isn't the 1950's.

Ultimately we just want the service to work as advertised. There have been lots of picture quality issues over the past few weeks.

reply to ghgard