Not WOWed by WOW
As a technology reporter, movie reviewer and home theater buff, it might seem odd that cable TV is really that important to me. The truth is that despite the fact that I have more than a thousand DVDs, several hundred Blu-rays and all the latest video games (and I like to read a lot), I actually can't live without cable. My wife (also a tech reporter) and I aren't exactly TV junkies however; we're more of the "recreational TV users."
That means that we have a handful of shows we just love, and we absolutely never miss them. We watch CBS on Mondays, NBC on Thursdays and HBO/Showtime on Sundays (with a little Fox thrown in). We like a handful of shows on FX, Comedy Central and BBC America throughout the week, so over-the-air only HD won't work for us. We watch enough of the premium channel shows to boot that buying them online after they air for $1.99 add s up to a hefty sum - and waiting for the DVD/Blu-ray just isn't an option. Sports I should add aren't much of an issue for me (or my wife), except we can't live without Versus in HD as we both watch professional cycling. OK, in other words we aren't normal viewers, but cable works for our needs.
Speaking of work, we are again writers, and as such work from home. For that reason we need fast Internet as well as a landline since we make a lot of long distance daytime calls. Nothing we need is really that complex and there are plenty of options almost anywhere you go these days. In our particular situation we have the option of two cable providers, a nation-wide phone company that offers the same services and a couple of satellite TV providers as well - in other words, just about the same as anywhere.
Despite all this competition, the costs haven't actually come down, and we know many readers can probably relate.
In fact, it is fair to say that the prices are actually outrageous. However, we value our entertainment, so we write the check each month and feel that all is well with the world - until something goes wrong. As we made the move from New York City to Michigan this year we opted for Comcast, the nation's largest cable provider. These is something to be said for going with the biggest - but sometimes that can be big headaches.
Since installation in April, we've been marginally satisfied most of the time, and the rest of the time we've been downright frustrated. We have a finicky remote control, we've had issues with outages with our guide listings, and we've had some outages with the Internet. We also are paying more than we had with Time Warner Cable of New York City. It made us question whether it was worth looking into the alternative choices.
After poking around WOW - WideOpenWest (the nation's 15th largest cable provider) looked seemed pretty attractive. This company is a regional provider, and they will be the first to admit - as they did to me in subsequent calls - that they are lacking in some services but are working on it.
My troubles really started because I was frustrated, had numerous yet unrelated technical problems and I decided to make the leap without doing my due diligence in finding out all the facts, such as channel listings and other services. At an extreme moment of frustration I decided to take a look at what WOW had to offer.
During a phone call I said I need the package that included the most channels carried in HD. After discussing Internet speed and other packages I was told what I could be offered. Surprisingly, WOW said they had everything I wanted and for a far better price. It seemed too good to be true, and that should have been the first clue that it probably was. Because I had some "technical" questions I was transferred to someone who could answer those concerns, someone in tech support it turns out. So while she was able to process my order, it wasn't her normal job.
Basically I was curious about SMPT connections for sending third-party e-mail through a non-web based solution, such as Outlook, Eudora, Thunderbird or another e-mail program. Likewise, I was curious if FTP would be available as I sometimes do large file transfers with a publishing company in Australia, and finally I was curious about being able to program my DVR remotely online. None of these were extremely technical and each was duly answered to my satisfaction. During this part of the call however, I found the Internet speed wasn't as fast as with my current provider, but this wasn't a deal breaker.
Next I was told the price was far higher than I was originally quoted by the first sales person. In fact, it was higher than what I was already paying. So I questioned this fact, but in my frustration with Comcast I agreed that I needed to change. I was offered a $10 discount, and this put me on par with my current bill. Then I was told that she did see the lower rate, and was curious why. I didn't really acknowledge this fact, nor did she, but I made a classic mistake. I assumed this would be the new rate. This would haunt me later. Don't ever assume anything with cable.
Over the subsequent weekend I "survived" with Comcast, my existing cable provider. In fact, I did better than survive, everything seemed to work up to what I expected and everything was comfortably familiar. I wasn't having any problems and thus I seriously questioned whether I should cancel the switchover. But I decided to go with the switch. All was well on the Monday morning as the cable guy from WOW showed up early! This seemed quite reassuring.
After the installation, he and I went over the package and I became curious as a few channels, notably BBC America and Comedy Central weren't in fact in HD on WOW. He said, "they're coming." So too I learned that the On-Demand content was not in HD, except for paid movies. The "free" stuff from the networks, as well as premium channels were only in standard definition, at least "until after the New Year."
As the cable guy from WOW drove away I already began to wonder whether I had made a mistake. I don't watch a lot of On-Demand, but I like to have the ability to watch an episode of a show I missed, or wanted to see again, and not having it in HD was a huge disappointment.
But then came the next surprise. I had said in the calls that I needed every HD channel. I never specified what I would get, other than "all the HD channels provided." I had made the assumption that WOW had the same basic line-up as Comcast. I have no one to blame but myself, but just because the mistake was mine didn't make it any less painful.
Wow, Looking Back
This is where my assuming really came back to bite me. While I previously had had multiple premium channels in HD, I found out that with the new service I would have only one HBO, one Showtime, one Cinemax and one Starz actually in HD. The others would only available in standard definition, at least "until the New Year." I learned that line would be said a lot in coming hour.
The bottom line was that I had previously had 104 HD channels with Comcast but with WOW that number had dwindled to 39. For me it was a little hard to breathe at that point. Needless to say I don't watch all 104 channels, but knowing I can is enough for me.
Of course this resulted in a phone call to WOW, and I was told, "Those channels are coming, but it will be at least until the New Year." I probably even overreacted a bit. I was then asked, "What will it take to keep you as a customer? Would $10 off the bill each month work?" I considered, and pondered and remembered that I had been unhappy with the other cable provider, so I asked for the total bill each month. The New Year is in fact just around the corner, and maybe I could be tempted to wait.
It was at this point where I went from merely disappointed to quite frustrated. I was told my monthly bill would now be almost $35 higher than what I had previously believed it to be, and this was after the $10 discount each month. When I asked for confirmation I was told, "I'm not sure why you were told that rate." In fact, I was told that rate not once but twice. However, again I assume the lower rate was what I was paying. In fact it wasn't.
It turned out that this was because the original salesperson had forgotten to include the premium channels, and when the second person - the tech acting as a sales person - noted this, she replied, "that's strange."For the record I had thought it was the right rate, and moved on.
It also turns out this rate was only on par with my existing service. So for $10 a month less I could lose a third of the channels, have slower Internet speed and no On-Demand in HD. It thus appeared that my relationship with WOW would be extremely brief (at least for now). I had to suck it up, and decided to call back my Comcast and ask for them to come back and hook me up again. They were more than happy to do so, and surprisingly I was told this isn't the first time they've heard of this happening. The moral of this tale is to ask question.
The story continued to develop when I returned the cable box, cables and modem to Wow's offices. I was told, "you're all set" and handed a final receipt. The interesting part is that it states a new balance that includes a $20 installation fee along with a full month's charge. I asked if this was a mistake, and was told, "we'll take care of it." I reminded them that they claim to offer a "60 day money back guarantee" and that I really hope not to be billed anything. At this point I was told again, "we'll take care of it."
I received a subsequent call the next day to find out why anyone would cancel a day later, and was told I would probably see a full bill - as these are processed immediately after service is in fact turned on. I was originally told that I might have to pay it to get the money back guarantee. After discussing my options, it was suggested I ignore the bill, wait for a new bill for just a single day to be processed, and at that point it would be a far lower bill, which I could pay and then be refunded.
Wow, WOW Responds
Worried about the situation, I decided to try to reach someone else at the company. I respect the due diligence from WOW. They went to the tapes, which I actually requested they do. It turns out that a lot of this was in fact my lack of due diligence in the first place. I didn't go over everything line by line, I was frustrated and wanted a quick fix. I didn't actually ask what packages I was getting and I accepted the rates without question. I had been so blinded by the problems with Comcast, as well as the aforementioned unrelated problems, that I didn't really ask the hard questions of WOW. Again the blame is on me on that one.
I should add that WOW was also very receptive to the issue, and not just because I was a member of the press. They admitted that the first person I spoke to was new and he should have confirmed details with me. He did not, and I didn't ask. Likewise, the tech support person should have also gone back over everything again. A few missed steps caused unnecessary headaches for me. The truth is also that WOW admits they are lacking in HD for now. That will change, and it should improve. They actually were kind enough to invite me back at a later date.
I might actually give them another chance in the New Year. In the end they actually addressed my concerns, not only because I am a reporter but because they were concerned that someone dropped the ball. I thanked them for that and as stated, I will likely give them another chance. I was angry with how this played out, but this is one company that went the extra distance to make things right. WOW did rate highest in customer satisfaction in a J.D. Power and Associates study.
The moral of the story is to read the fine print if it's there, and to confirm the details before you hang up.
Tips to Avoid a Cable Nightmare:
