Wide Open West (WOW) Complaint - Sucky customer service
CHICAGO, ILLINOIS -- I have filed a formal complaint with the BBB detailing the poor customer service that I think WOW provides its customers. I am in management within a large call center and am appalled at how WOW treats its customers. WOW is a 2nd rate service provider with an inability to compete with its competitors technologically. Though WOW's services may be slightly cheaper in price, there is so much that is compromised because of it. The following are my observations as a former WOW customer: When calling the customer call center, there is a huge inconsistency of responses given by each service rep. No two service reps seem to be on the same page about any question that I may have posed to any of them. (2)WOW does NOT uphold payment agreements. I was given the option to pay my WOW balance in full by May 23rd. A reasonable thinker would conclude that if payment was not made by THAT date, then service would be interrupted. Instead, and even though this agreement was documented, WOW sent a Technician to my home to disconnect my services from the pole. Collections agent "J" was responsible for documenting this information and I know that she did, because I required subsequent CSRs that I talked to repeat her notes. I still do not understand why services were interrupted a day in advance and no one could explain why to me. (3) I have dealt with WOW collections dept. on a few occasions and have generally dealt with decent above and beyond people with the exception of one. "J" had a phone manner that was curt, defensive, uncaring and sarcastic and because of this she in the wrong profession. She's not the only one. I once had a service rep try to help me troubleshoot a problem and she yelled at me saying, "I didn't tell you to do that, why did you do it?" What the heck kind of nerve is THAT?(4) Why is the phone number IMMEDIATELY ported out and lost if the phone is disconnected? Reputable carriers hold the number for at least a few months before it's reassigned or put back in the pool. This shows me that WOW's shortcomings are horribly apparent. (5) I had the so-called high speed internet with WOW too. Why is it that half the time I could never access my email because WOW's site was inaccessible for one reason or the other on the web? I cannot give you the dates, but the system was down ALOT, I would just be frozen and unable to move through the site. Lastly, WOW's prices are less than alot of other carriers but good customer service is far more valuable to me than anything. I'll pay a higher price and have access to better service, better technology, and better customer service reps. Good riddance to Wide Open West and their band of ignorant staff.