I just got off the phone with Cass, operator number 86051, and I have to tell you about what a great experience it was! We had recently had some issues with our wires, including a damaged splitter and a few squirrel nibbles, which necessitated a couple of tech visits. When we received our Wow bill, we found an erroneous tech visit fee. Based on experiences I've had with my previous cable company, I fully expected to have to beg and plead with customer service to have the fee removed. Boy was I surprised! Cass not only waived the fee without question, he also took a minute to look at my account to see if there was anything else he could do for us. It turns out he was able to give us an additional credit because our service was down for a few days. He was also friendly, courteous, and funny...which really helped set me at ease. Cass deserves special recognition for his exemplary attitude, and taking the extra minute to make a customer very happy. Thanks Cass!