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New Wave Communications Rights Their Wrong
April 9th, 2010Well well well, what do we have here? Oh yeah, it’s HD in my house, finally! A couple weeks ago I wrote about New Wave’s failure to bring me the HD service I requested not once, but twice. I was pretty frustrated with them and let loose. I didn’t try to contact them to fix the problem, honestly because I was so fed up with them.
On Tuesday this week I was contacted through my site by a high-up guy over at New Wave’s marketing department (Evidently he stumbled upon my post via search engine. I guess the Search Engine Optimization plugin is good for something!). He seemed genuinely concerned about my situation and getting it corrected from his email, so I replied back. With in a half hour he called me and we discussed my situation on the phone. He was very very nice about the whole thing, as was I. He told me they would have someone out that very evening when I got home to get my HD installed, and on top of that they were going to waive the installation fees and credit my account for a nice chunk of HD service. I was pretty happy to hear this but still couldn’t quite believe it. But sure enough, at 6:30 on the dot, the New Wave tech pulled up in my drive way. He installed an HD-DVR box and had me all up and running in probably 10-15 minutes. I finally had my HD! And let me tell you, it is gorgeous! It’ll be even nicer when my HDMI cable comes in (New Wave only had component cables. I would’ve liked to have seen HDMI since it’s been around for a while and a pretty accepted standard, but no big deal). I found a 10 foot HDMI cable online for less then $4 shipped to my door. A lot better then the $48 Walmart wanted, but that’s a rant for another day. The HD-DVR works great! I finally got to put it to the test last night when I recorded Bones in HD while grilling out. Then we came in and sat down for dinner and watched it. It was a fantastic picture. So crystal clear you can see individual hairs on their head.
I just felt like I should make a post updating my situation. New Wave righted my wrong, and their Marketing guy assured me that if I ever have any more issues, to let him know and he will get it taken care of. It is reassuring to know that someone out there at New Wave does care about their company. I just hope that my situation has brought any problems existing with my local offices (or maybe wider spread) in to light and New Wave can work on ensuring that my lack of care doesn’t happen to others.
Thank you New Wave for fixing my situation.
April 10th, 2010 at 12:05 pm
Awesome story! Another great example of how customers and companies are using the Internet to connect in ways that never would have taken tons of phone calls and endless frustration in the past.
- B
April 14th, 2010 at 4:45 pm
Also, how the hell did I ever live with out a real DVR? Man, this thing is great.
June 6th, 2010 at 9:25 pm
Nick, I am having the same problems you mentioned. I signed up for the 10 Mbs internet, the DVR with HD and I am still waiting for a DVR. We were spoiled because we had Direct TV for about 8 years and always had a DVR. We switched because we were getting tired of losing TV signal every time it stormed and rained hard, but so far now, we have had 2 major outages with New Wave, the internet speeds changes constantly and the TV signal seems to drop out for no apparent reason also. We are now almost 2 months without a DVR and getting ticked. These guys need to do better.
June 7th, 2010 at 6:45 pm
John, are you in the Taylorville IL market area as well, or a different area?
June 17th, 2010 at 12:38 pm
Nick,
No, we are in the Anna area. Still waiting for an HD DVR. Talked to someone at Taylorsville in CS, she said it should be installed Tuesday or this week, but nothing yet. They were to send one of the new ones down this way. I was at the local office on Wednesday, the girl said she didn’t have a work order showing. The installer was there also, heading out to install HD units. Probably mine.