Ordering Pay-per-View events and On Demand movies is so easy to do over the remote control that anyone can do it. It’s a great convenience. But, it’s not uncommon to receive calls from customers to report that they’ve been billed for pay-per-view or on demand movies they didn’t order. In reality, billing errors like this are very rare. Before equipment leaves the warehouse to be installed in a customer’s home, it’s been refreshed so there’s no possibility that orders from a previous customer somehow remained in the receiver’s memory only to land on the next customer’s bill. And, all receivers have unique serial numbers that are tied specifically to one customer’s account so this link ensures the right customer is getting billed. It’s a very sophisticated accounting and billing process which is why there’s practically no room for error.
So, it’ not surprising, after much thoughtful discussion with a ccr, a customer comes to the realization that even though he or she did not order the movies or event, someone in the household did. The good news is that there’s lots of things you can do avoid the surprise of purchases on your bill that you did not approve such as parental controls, special pins, or changing your ordering limits. If you’d like to learn more, just call us at 1-866-496-9669 to consult with one of our representatives who can explain all the options available to you. With multiple options, you’ll be able to pick one that leaves you with the level of ordering convenience you want while keeping others from ordering without your approval.
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Sure has been a lot of back and forth in the press about the alleged iPhone 4 “problem”. Some claim that holding the new iPhone in a certain way can attenuate the RF signals sufficiently to cause calls to drop or cut out. The venerable Consumers Union organization has withheld its recommendation of the new iPhone, and the potential for class action lawsuits abound. Everyone agrees that placing the phone in a case of almost any kind solves the problem completely, regardless of how the phone is held. (It begs the question as to who would buy a phone this expensive and not put a protective case around it?)
More curious though is how Apple has handled (or not) the PR aspects of this issue. There is an open letter on the Apple website that indicates the attenuation is not real, but rather a software bug in the signal strength display drivers. As of this writing, Apple has yet to acknowledge publicly that there is even the potential for an attenuation issue.
The parallels between the situation with Apple and the recent, well-publicized troubles at Toyota are striking…both companies have (had) sterling reputations for product quality and customer service. Both have enjoyed the adulation of customers and the respect of their competitors. Both companies, when faced with a PR problem (maybe a bit of an understatement) didn’t seem to know how to handle it, and their stock and reputation have suffered. Both companies’ responses to their respective challenges have been less than satisfying to their customers, who have come to expect a premium product and support to match.
All that said, I don’t have much patience for the “herd mentality” that throws well intentioned efforts of anyone in particular or a company in general under the bus. As long as human effort is involved in any endeavor, mistakes will be made. So maybe we cut both Apple and Toyota some slack. Stridency in criticism is unflattering at best, but particularly deleterious when it does nothing to solve problems. Failures, on the other hand, are the genesis of innovation, both in technical advancements and other areas of human endeavor.
Thomas Edison, arguably the most prolific technical innovator of all time, once said, “I have not failed. I’ve just found 10,000 ways that won’t work.” And occasionally, even Edison had catastrophic public failures that disappointed both stockholders and customers. But, he lived in a gentler time.
Until next time…
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I went around our office today and asked some employees about what’s it’s like to work at WOW! Here are some of the responses I received:
- Awesome, inspiring, overall feeling of teamwork
- Busy, smooth
- Exciting, doesn’t feel like I’m at work
- Enjoyable
- Pleasant, positive, enjoying the people here
- Rewarding, challenging, it’s a great day!
- Peaceful, productive
- Good day, fun, non-stop
- Always learning something new. There is always something interesting going on
- Going smooth today
- Relaxing and exciting all at the same time today
- Busy, lots going on, multi tasking and always fun
- Pretty darned good, I’m happy
- Quiet, challenging in a good way
- Confident that everything will get done, we’re landing the plane, everything is under control
- A great place to be
- One fun thing after another
- Energizing to be keeping up to date in a fast paced environment
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Who would have thought that watching TV shows on the Internet would be as big as it is today? I remember back in college the excitement of installing a video card that gave me the opportunity to watch TV on my PC.
Hulu has taken the Internet by storm and continues to grow in popularity. So much that WOW! has teamed up with Hulu to offer to our customers an easy way to watch your favorite TV shows without leaving your WOW! homepage. Loving it!
I am able to catch up on my favorite shows such as The Bachelorette or Greek without ever leaving my page.
I would highly encourage you to check out this great new addition to our customer portal at www.portal.wowway.net and click on TV shows.
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