User Profile

mkobylarz

  • Location: Rochester Hills, Michigan

mkobylarz's Recent Comments

  1. I love WOW but I had to comment on this one as it’s probably the only time I’ve walked away from a service experience not completely satisfied. Once I opened my bill and found an unexpected $2.99 charge for a pay per view movie. It was for 101 Dalmations and it was at some ridiculous time like 2:20 in the morning. We’d just had our first child, so I knew that 2:20 in the morning consisted of nothing but sleeping for both my wife and I. Still, I asked my wife if she, by chance, might have went in to watch this. We never do pay-per-view but I wanted to double check, and she confirmed that she hadn’t.

    I started playing with the remote and discovered that if you were tuned into the the on-demand channel, you could easily order a movie. Pressing select multiple times first got me into the movies menu, the category menu that was first alphabetically (childrens) and to the first movie on that list, which of course was 101 Dalmatians. Continuing to click would prompt you to purchase the movie another click would confirm. It didn’t take long to put together the pieces that we’d been tuned into the on demand channel, fallen asleep, and one of us rolled over onto the remote, pressing and holding the worst possible button.

    I called WOW and they would not remove the charge. I guess I really couldn’t blame them since, technically we did purchase it, but I still felt that, after doing my investigation, it was too easy to place an order for a movie given that one button could lead to this. We’ve since added a code block on channel 1, so another rollover won’t happen again. Still, I just thought I’d point out that there may be situations where a customer might call about a charge and it may that they genuinely had no intent or ordering, and certainly never watched, a pay-per-view movie.

    In Pay-Per View and On Demand Surprise Charges posted July 26, 2010 at 8:51 am

  2. Bill, WOW is an amazing company and I continued to be impressed by the level of customer service. You answer the phone quickly, you’re polite, you have friendly techs that come out, and you work to make sure that the problem is resolved. I guess if I had to think of one thing that has perhaps changed over the many years is that the time of being able to dispatch a tech to my home during an outage seems to have increased a bit. When I first signed up, I think I would usually have the option of having someone the next business day or the day following, where the last couple of times it’s usually three business days out is the soonest appointment. I think you still beat the competition but if I had to give you one suggestion to look at, this might be it. Other than that, I’d be scratching my head because lately, customer service has been just as good (and better) in every other way I can think of.

    In The WOW! Customer Experience posted August 12, 2010 at 11:09 am

  3. The Godfather Part II is as good if not better than the original movie, and both are amazing classics in their own right.

    In Not All Movies Require A Sequel posted October 5, 2010 at 7:44 am

  4. I am going to watch this with great interest. I know that Comcast has been doing this switch here in the Detroit area and leaving people very unhappy. My in-laws, specifically, have not yet converted any of their TVs to digital ready sets, so they were shocked and appalled when Comcast said that they’d have to pay an extra $35 or so per month to get digital converter boxes for their multiple TVs (they have quite a few). To top it off, the only way they could get the boxes to work was to have Comcast send them in the mail and then call in for some complicated activation procedure (which for half the boxes they got didn’t even work). Unfortunately, they don’t have WOW in their area.

    My parents were in the middle of watching a show when their channel got taken off right in the middle of the day. That was actually the tipping point for them to switch to WOW (you’re welcome).

    I know the digital boxes cost money and that cable companies can’t give them away, but realize that to a customer who still relies on analog, adding a charge for digital boxes means that they’re paying more but getting nothing extra, and for something that they never asked for. I challenge WOW to find an innovative way to take into account the needs and wants of those households (and there are many) who are still reliant on analog as you roll this out.

    In All Digital Rollout in Cleveland/Columbus posted December 21, 2010 at 8:36 am

  5. Well the $64,000 is how much will it cost?

    In WOW!'s New Ultra TV posted February 21, 2012 at 9:14 am