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. Â
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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Comments
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.
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Very good point. You’re absolutely right. Unintentional orders like this are one of the scenarios that can happen. How many of us haven’t rolled over or sat down on a remote control? It happens. I’m one of those folks who doze off on the sofa in front of the TV so I’ve wrestled in a sleepy fog with a remote control or two. Given these circumstances, I think a credit to your account is appropriate and hope it will restore your feelings about WOW! I will contact you offline for your account information. Thanks for the feedback.
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