Customer Experience & Support By Bill Wright on December 2, 2009 at 6:30 am

Customer Experience and Support

Customer Experience and Support4.558

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Hello and Welcome to the Customer Experience and Support section.

My name is William Wright, CEO Customer Advocate for WOW! Internet Cable and Phone. I have been with WOW! before we had customers and have seen the company grow with the help of our customer’s feedback. The idea for this section is to get feedback from you, our customers, on experiences that you have had with WOW! as well as the behind the scenes support. We will be posting articles on this site, regarding these issues, and look forward to your feedback.

Thank you,

William Wright

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  1. Hello William, glad to see you are trying to connect with your customers through a blog. I recently have had a bad experience with WOW customer service that I feel you should hear about.

    =The Problem=
    Recently WOW re-enabled DNS search redirects on my account (I had previously called in to specifically switch these off).
    =I called in (twice)=
    I don’t want this so I called in twice and both times I was told (1)that the solution is to change my home page in IE, which was an incorrect answer, and (2)there are no staff who understand the technicals of internet connections enough to help me out(which is horrible for an company offering internet services!). I have the operator id of the second person I called in to talk to.
    =I emailed in=
    I used this site’s ‘contact us’ form to ask for help via email. I have received nothing from them to confirm that they received my email, or that they are going to respond to it.

    I wanted to let you know this because I want to find someone in WOW who wants to help a customer improve a bad experience. I am still experiencing the same issue with my service and I really want to fix it. Will you be able to help me?

    By: diwant December 14, 2009 at 6:40 pm
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    Rating: 5.0/5 (1 vote cast)

  2. I am so sorry you had such a bad experience with members of our WOW! team. I would like to discuss that further , if you have the time.
    There is an “opt-out” option on the search page, for customers not wanting to be redirected. Once you opt out, you would see an error message instead of the website suggestions. Let me know if you need any assistance.

    By: Bill Wright December 15, 2009 at 10:54 am
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    Rating: 2.0/5 (1 vote cast)

  3. Thanks William. In fact, I went to try this but it seems someone from WOW fixed this even before I had to do anything, which was cool. I’ll keep this fix in mind if I run into this issue again.

    By: diwant December 19, 2009 at 1:04 pm
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  4. Thanks for the update. William is out of the office for the Holiday so I am responding on his behalf. He’ll be delighted to hear that the issue has been resolved. Please feel free to stay in touch with us on this site and keep us posted on how well WOW! services continue to work for you. We’re interested in your thoughts and opinions.
    Have a wonderful holiday.
    Barbara

    By: Barbara Kubereit December 20, 2009 at 10:43 am
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