What One Has to Do in Order to Have "The Best Possible Experience" at WOW!

 

Re: WOW frequently advertises its so-called "Award Winning Customer Service"

October 1, 2020 8:55 a.m. 

Dear Teresa Elder, Chief Executive Officer and Don Schena, Chief Customer Experience Officer...

I am writing you about an unfair and unsatisfying “experience” I had with WOW. On Tuesday morning, September 29, WOW was digging a cable at my neighbor’s home. I was not at home at the time. When I arrived home, my cable TV and internet connection were disconnected or severed.

I called WOW support and was on the phone pleading for nearly one-and-a-half hours to have a repair service representative come back and correct the problem, but to no avail. During that time, I was on hold for more than 30 minutes; therefore, I called another WOW representative during the interim. I was told I had to make an appointment again by this representative as well (for a problem that was clearly the result of WOW’s incompetence). The appointment was set for October 1.

This is the third day I have been without internet connection and TV. I am waiting for WOW to resolve this problem today... 

Your company officials claim that “Customers are at the center of all we do at WOW! We take pride in treating our customers as neighbors, not numbers...” (Don Schena). “At WOW... we genuinely care about serving you and giving you the best experience possible...” (Shannon Campain). I have not had “the best experience possible”! On the contrary, I have had a frustrating and anxious experience.

I have been a WOW customer since February 2002. My account number is … I would like someone with authority to please call me today at … Thank you.

Sincerely,

Glen Brown

October 1, 2020

When one calls WOW on the day of service, one is told “a technician will arrive between 8:00 a.m. and 9:00 p.m.” I received a call from Mike, the WOW Regional Director in my area, at 10:06 am. He said Don Schena had contacted him. He told me a WOW technician will be arriving within 15 – 20 minutes. The technician arrived at 10:25 a.m. A new cable was in place by 10:45 a.m. Now, let’s see how long it takes to bury the cable.